ComplaintsforLoveland Ford

• Initial Complaint

  08/15/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Paid money for truck keys never received Ripped off by Extended service agreement I bought -failing Ti fix crucial computer modem in truck Subpar workmanship on vehicle - continually lying to me

  Customer response

  08/16/2023

  from: 'Tom Bryden' via Dispute Resolution <[email protected]>
  reply-to: Tom Bryden <[email protected]>
  to: [email protected]
  date: Aug 15, 2023, 4:36 PM
  subject: Complaint # 20474687 Thomas E Bryden vs Loveland Ford Loveland colorado
  
  BBB
  Complaint ID 20474687
  Thomas E Bryden 
  725 Vrain 
  Denver Colorado -80204
  
  Complaint against Loveland Ford
  Loveland Colorado -
  I have 2019!Ford F-150 4x4 Sport I bought brand new July 2019 -
  With it I bought extended warranty package for 150000 miles and or 5 years -
  I also was suppose to have hail damage estimated at the time of $2400 fixed and yet after repeated phone calls to sales manager never fixed-
  
  After buying truck BRAND NEW, it was suppose to be giving me 23 miles to gallon in mileage-yet I was getting 9-10 miles in mileage -took truck back in and they recalibrated computer and told me it was a new truck and the mileage would get better-it never did -After 5000 mile check up and oil change I continued getting low gas mileage I’d 10 miles to gallon -they also did a oil change and by doing so the serviceman stripped the nylon threaded screws as well as broke the skid  plate under oil pan —I assume these service techs also did the reprogramming of my computer modem on truck which doesn’t work today -because of this I am unable to turn radio in -use my WI-FI  on truck -use my GPS or listen to my music or use my hands free phone  I have contacted Loveland  ford numerous times as well as Ford motor company and Ford Resolution -it was never fixed -it’s been broke apparently when I bought truck because they thought the modem wasn’t giving me the correct mileage -
  
  I have maybe 100 videos and pictures to show you this on faulty MODEM—it also shows after I fill up gas tank I only have less than 100 miles til empty -
  
  I want this FIXED and no more delays or LIES!
  
  I also bought an EXTENDED SERVICE AGREEMENT from them at time of signing and buying truck -150,000 mile bumper to bumper agreement including a car if truck took more than 1 day to fix -
  
  Reason I state this is because on 11-3-22 I  lost my truck keys-I called them and was told to have truck hauled to them and they would fix it -
  
  When I got there I asked if the keys of this was covered on this GREAT EXTENDED COVERAGE I bought -they told me no -after looking at agreement and calling the Extended coverage people I was told “IT WAS COVERED” Loveland Ford had lied-I had paid them $548 in cash for 2 key fobs they had to get from Greeley Colorado Ford -I called later that day and they stated they needed another $250 to run diagnostics in the modem that was messed up in the first place to program the keys -they later said I needed a A NEW BATTERY -$253 because that was why the new key fobs wouldn’t work-this was on 11-3-22- on 11-17-23 -2 Weeks later they had my truck ready -I asked them on 11-3-22 if I could get a loaner cause of my extended warranty I bought thru them -they told me know do I was without a vehicle for 2 weeks after spending $58000 on my truck including $4000 extended warranty -they said they would submit the proper paper work got reimbursement to me on 11-17-22- 
  
  After a month of waiting I found out they had either didn’t submit it or sent wrong paper work -this went in for few months -I later called BBB to find out this happens quite regularly at Loveland Ford -they have a “F” rating -
  
  So finally in may or June if 2023 I went into  Loveland ford and talked to service manager who stated I probably got refund of my money I paid for the key fobs but he was gonna check into it and get right back to me- he never got back to me so I called the Manager at Loveland ford and he said he was gonna take care of it and get back to me-she never got back to me -
  
  So I called the extended warranty people they said they never got the proper paper work -then they said they did then it was sent to old mail address 
  
  I was told many times the check is in the mail and or went to my old address even though they had my new mail address and phone  # -
  
  I was recordings of them lying as well as they record as well listen to them -they have lied  repeatedly about everything and here it is a year later no modem no money reimbursed 
  
  I feel they owe me.. 
  $548 paid for key Fobs 
  -$253  I paid for a battery that I never needed
  $2400 for hail damage that was never fixed
  $4000 for a new computer modem they knew was broke from day 1 when I bought that truck  for a total of approx …
  $7200 -
  
  I have phone records and recordings as well as pictures and videos and Loveland ford should have them too -
  
  Please help -let me know if you want me to send the evidence 
  
  Thank you
  Thomas E  Bryden
  8-15-23
  4:33 pm mst

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Service: 6/10/2023 Transaction No.: 124168 RO Number: 6162014 Went in for an oil change at $71.95 before tax. However, they recommended a brake change (rear brakes only) for $250 over the phone. I authorized the brake change for the rear brakes, which came out to $236. When I arrived for pickup up, there was an extra unexpected $312 charge to replace the rotors. However, this charge/work was not authorized and I was not called or consented to replace the rotors, because at that extra cost, I would have done the work myself. Total bill was $658.01 as opposed to an expected ~$350 bill. I am requesting a Billing Adjustment of minimum $312 ± associated labor, taxes and fees. The business has not tried addressing the issue, despite confronting them before payment and a poor Google review.

  Business response

  07/19/2023

  from: info email <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Jul 19, 2023, 8:49 AM
  subject: Fwd: Case # 20213776
  
  ---------- Forwarded message ---------
  From: Matt Wenck <[email protected]>
  Date: Wed, Jul 19, 2023 at 8:48 AM
  Subject: Case # 20213776
  To: [email protected] <[email protected]>
  Cc: Ryan Fish <[email protected]>, Mike Knepp <[email protected]>, Thomas Lesnansky <[email protected]>
  
  In reference to case # 20213776 I spoke with Jason Lehman yesterday (07/19/2023) in the afternoon. We agreeably resolved the matter by issuing a credit of $335 to Jason's Ford Pass rewards. Both sides agreed to this resolve.
  
  --
  Matt Wenck
  Service Manager
  Loveland Ford Lincoln
  3905 Mountain Lion Dr.
  Loveland, CO 80537
  970-667-2220 x 315

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When I bought my truck they never submitted my extra warranty I bought but charge me for it. I have emails from Ford supporting there mistake.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The harness at the front of my 2017 Ford was destroyed by mice or squirrels, so I sent my car to Loveland Ford during the first week of JANUARY for a quick repair. It has never been fixed. The last contact I had (my second service agent, who has since quit...) told me that a Ford engineer was coming from another city in Colorado to "confirm the right harness" for the car, and I haven't heard back for over 4 weeks now about anything the engineer concluded. I have called corporate Ford myself, who have confirmed that they sent the correct part for my car to Loveland Ford. I don't know who is right or wrong, and now there's no solution offered by the company. I never get a callback or an update, and I have paid nearly $3,000 for a car and insurance I haven't used in 9 months. I want my car sold back to ****** (the lienholder from whom I bought the car) and I want all of the car payments and insurance payments I made during the time the car was withheld from me due to absolute incompetence and lack of care by this sham of a company. I have now adjusted my life to be car-free and I do not make enough money to pay so much for a privilege that's been kept away from me due to their inability to properly function.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dealership signed a contract by salesperson to do a detail and alignment. First attempt the alignment still off and never provided of paperwork of measurements of before and after. Then detail came back with mud stains still on vehicle along with stains on leather. Now, second attempt after weeks of discussion. The salesman asked us to drop off on a Tuesday morning after we dropped our kids off to school. He was a no show, dealership called him and he wasn't coming in.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2013 *** from Loveland ford on 7/21/20 with an extended warranty. The vehicle has been in the shop for major repairs 3 times for a total of 8 months. The last repair hasn't been completed yet and Loveland ford has had it in their service center for 4 months. Loveland ford gave me a sedan as a loaner to replace the truck. I purchased the truck because my profession as a contractor demanded it. The truck, warranty and Loveland ford have been unaccountable for the situation and I feel I need help to resolve this issue. To further complicate things I'm potentially taking a new job and leaving the state. I've lost money without the truck and now I don't know how to move without a truck.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is my second attempt to get a refund o. I took my car in to have a mud shield replaced underneath the car and get a battery inspection. The mud shield fell off partially w/in 2 weeks after I left the service center. How it presented was that it scraped the ground as I drove, hindered my ability to drive the vehicle, creating possible damage to the underside of the vehicle, obviously reducing the speed of the vehicle, leaving parts exposed that the part was designed to protect, and creating a hazard for my life in being the person operating the vehicle in that way. There was regular driving & no accident, nothing faulty on my part to cause it. The shield did not look new and looked to have possibly been cut from the original piece. I restrapped it then eventually it fell off again so I cut it off. I called and left a message and wrote to their service center via website contact form the day it happened and did not receive a return call or communication to the letter. I denied the charge on my card for these reasons. They have rebilled them this week. I never received communication investigating anything about the issue. The video I took before cutting it off won't upload to your site. The piece had previously been dragging on the ground, and I had someone zip tie it to to the car frame to keep it attached until I could take it in to have the piece replaced at Loveland Ford. I believe they used my original cover as well. I want them to send the refund to my card or send me a check because they did not replace it. It was very busy there, and I didn't inspect at the shop as they had parked my car back in the lot before I drove off. Otherwise I could have seen that hadn't actually changed it or if something looked poorly attached. It endangered my life to have something dragging on the ground while still attached to the frame of my car. $282.20 is what I paid & want back. Today my keyfob quit working & I think they did something remotely to cause it.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Ford Blue Certified Pre-owned Expedition on 28 May 2022. The vehicle was put through a 139 point inspection but it was clearly falsified. There were rusting points on the roof that the dealership chose to not fix prior to selling. These rusting points were not readily viewable but will never go away unless properly fixed. Additionally the spark plugs left in the vehicle were more than 25k miles over manufacturer recommendation and almost seized into the engine. Poor attention to detail by salesman and body shop or outright neglect in order to turn a quick profit.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My car has been in the shop for 15 weeks for a replacement part. When I call they give me the runaround and then hang up the call… They do not offer the rental car Ford says they should offer and they laugh when I explain my frustration.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/20/21 I purchased a ****** Astra 2008, with a warranty due to the age. Within 1 week the check engine light came on. The dealership had me take it in the following week. They had the vehicle over a month (lemon law?) to fix it (transmission issue). 3 weeks of that we had no vehicle, they finally gave us a loaner. I received a letter from the warranty company saying that enrollment was rejected. I contacted 2 salesmen at the dealership who ensured me that the warranty was valid. I had an uneasy feeling and called the warranty company, was told it is not valid because the car is Canadian and the warranty company sent the dealership a refund early Sept. I contacted the dealership again and was passed around. I was told they would try to find a warranty for the car. Could not find one. They tried to sell me another car, but instead of getting credit for the full $10533.67 I paid, they were going to give me $8710. I did get the car back in October, but took it back to the dealership on 10/23 requesting a full refund and to speak to the GM. Since then I have asked at least 7 times for the GM to contact me since I found out about the warranty issue and he has not. The dealership found a different warranty on 11/2, but in order to get the warranty with the $100 deductible that was offered with the 1st warranty, I would have to pay $246 more. I am not willing to do that. This has been a nightmare for months. I have no car and they have over 10K of my money they will not return. When I dropped the car off on 10/23 I took pictures of the mileage on the car because I do not trust that the car is not being driven by someone else. I also asked about the title, I was told it could take 30-60 days and I still do not have that either. Any assistance getting this resolved is appreciated! This car was purchased for my 21 year old son who has been without a car more than with a car since this purchase. If you need anything else please do not hesitate to ask.

  Customer response

  12/22/2021

  Hi,
  the company sent me a refund last week. This has been resolved. 
  Thank you,
  *****

*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. ↩