ComplaintsforJames Collins Ford

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  06/30/2023

  We are currently unable to address this concern because we do not have the adequate information to respond.  The complaint states that documents are attached to the claim, however we cannot view said documents.  Please supply documents that we may address this concern.

  

  Business response

  07/05/2023

  **** ****** did not pay for warranty work on invoice 18474.  The amount of $68.98 was paid by Ford Motor Co and not by the customer.  **** ****** paid for both waste gate vaccum tubes.  The "holes" were the vacuum hoses and the part numbers are CV6Z9D289T AND CJ5Z9K378B.  These two hoses were charged out on Line 1.  When she arrived at the dealership we did connect her vehicle to the diagnostic machine and the codes present were P1450, P2196 and P0299.She also paid for the throttle body cleaning service.   **** ****** returned 4 days later after driving for 230 miles with a check engine light on and smoke coming out of the exhaust.  We again connected her vehicle to the diagnostic machine and the code present was P1299- engine overheat code.  The diagnostics determined that this customer needed a new engine.  Estimated cost of repair was approximately $12,000.  Customer declined repairs.  James Collins Ford did not charge to have the vehicle connected to a diagnostic machine on 4/28/2023 as a customer goodwill.  James Collins Ford does not feel we owe this customer for anything.  She received the repairs she paid for.  

  Customer response

  07/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: Once they keep saying  that I kept the car for 4 days  before  calling them thats  not right I called them the next day where could I have when to drive 230 miles that's  a lie there was a holes tape under my hood that was not tape at first  and screw s lay on the inside ledge of my car they didn't  do anything to that car but mess it up my son got me a rental to drive for the week they put my car on there other lot far about a week  I have proof  of the rental  THE car  ran bad the light came back on the next day they say they put it on the machine they charge me 1600 dollars for what please. Explain  you put it on the machine it should  have said I need a motor but they took my money then I go back because  of the  engine came on then they talking about a motor they didn't  said anything about 12,000 for no motor beside they could have gotten a use one like that did the transmission  they put in for 5000  if they had told me I needed  a motor the first  time they  wouldn't have gotten my money  and we wouldn't have  this problem 
  
  Sincerely,
  
  ****** ******

  

  Business response

  07/24/2023

  Multiple concerns can cause the check engine light to come on.  When **** ****** came in on April 25, her diagnosis was to replace the turbo waste gate actuator and the vapor management valves.  This is what **** ****** paid $1600.00 for repairs.  The next visit the systems were check engine light is back on and smoke coming out the exhaust.   This time the diagnosis led to an engine replacement.  James Collins Ford repaired the vehicle as the diagnosis lead us.   James Collins Ford is willing to help locate a used engine to install in **** ******** Escape at owners expense but at a discounted rate as a customer goodwill.  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a vehicle from its them and they didn’t offer me the 0 apr and gave an interest rate then I sell the car back and they tell me I supposed to get an $800 refund through gap insurance and then I receive an $86 check. When I call they tell me that that’s for the car and what I basically made off of the car and that the invoice for the gap insurance said I failed and that means it’s $0. Then give me the wrong number to gap insurance and then the. Umber they give me sends me back to ford credit which is who the dealership told me to begin with was the ones who were to pay me. They give another number for gap insurance that tells me they don’t have anything about and I need to call the dealership. So I call James Collins ford. I get a lady named ***** she said she sent the invoice off but she doesn’t know what I’m talking about so she’ll have ****** or another guy call me back. I wait hours call back speak to the other guy in question he knows nothing and will have ****** return my phone call. I was told by the people with gap insurance to tell James Collins ford to cut me a check but now I can’t get a call back or in touch with ******. When I purchased the car I was disgusted because they took the car for gas and when they were out decided to pick up their lunch and then sent me out for a test drive having to smell their food they just bought. The whole experience was unsavory and I guess I’m not getting my money back either.

  

  Business response

  10/10/2022

  To whom it May Concern:

  ***** ****** purchased a New 2022 Ford Bronco Sport in April 29, 2022 from James Collins Ford, there was not 0$ APR from Ford Motor Credit at the time of her purchase as the attached Incentive document shows, therefore, ***** purchased the vehicle with a standard rate from Ford Motor Credit based on her credit worthiness. ***** was accommodated like every customer with a pleasant new car purchased experience and a new vehicle delivery check list of clean and full tank of gas.

  Ms. ****** came back to the dealership on 9/08/2022, asking if the dealership can help re-purchase the vehicle back from her because she can not afford to pay for the vehicle due to medical issues. 

  In order to help out the customer, we have agreed to purchase the vehicle . We have attached the proof that the customer agreed to our offer that we gave her for $29841.51 attaching the copy she signed (****** was given a copy of the same) . at the time of this sale she owed $32,779.92 on this vehicle to Ford Motor credit company which is more than the offer she was given by us. that leaves us with a difference is $2937.81 which she still would owe us as we were to pay off the vehicle when we buy it. which means ****** was supposed to pay us this amount so that the loan is paid off completely. she had purchased an extended warranty and GAP insurance which were cancelled,  the refund from these products was estimated to be $2930 We have agreed to apply this refund towards the balance of $2938.41 that she was due to us.

  When Ms. ****** has raised this complaint we have checked with records and have found that the refund was $3535.16 from the GAP & Warranty cancellation refund.

  This means Ms. ****** is eligible for a refund total of $596.74.

  We have figured this difference and are mailing a check to Ms. ****** at this time of our response to BBB.

  Thank you 

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

  **, 

  James Collins Ford

  Ph - *** *** ****

   

   

   

• Initial Complaint

  01/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My transmission on my 2016 Ford Escape went out on November 13th. It was taken straight to James Collins Ford. The car does have an extended warranty so we knew that we would have to wait for the warranty company to come inspect it prior to ordering a transmission. That took less than a week and the transmission was ordered the next day. During that time we were told the axel and a few other things were broken and needed repair. We agreed to fix it and pay out of pocket and we’re told that they were going to go ahead and fix those issues while waiting for the transmission to arrive. The transmission arrived and we knew it would take a week or so to have it placed in. We called at the end of December and we were told everything had been fixed and the transmission was just waiting to go in. We were given an estimated time of 2 weeks. Two weeks later we called back and it still hadn’t been touched and again, we were told they would have it done by the end of the week. I spoke with them yesterday and their now stating that the problems that needed to be fixed had yet to be done and the transmission had not been put in and we were looking at another 2 weeks. When I asked why we were told the other issues would be fixed prior or why they had had the vehicle for going on four months and was told that “I don’t know what to tell you, it had to be fixed first”. In the past four months I have had to spend close to $3,000 for a rental vehicle out of pocket. I feel like four months to have a vehicle in the shop is absurd. Also getting to talk to someone is almost impossible without trying all day long. You’re never given updates and if you leave a message no one will ever return your call. I have been dealing with a man named ***** there and he is the one who continues to say these things. They are aware that this is for a Ford employee and still continue to do these things. I have contacted Ford headquarters and have filed a complaint thru them.

  

  Business response

  01/27/2022

  This vehicle arrived at our dealership on 11/3/2021. The service advisor in charge of this ticket was *****.  This vehicle is covered under AGWS Warranty.  The transmission repair is being covered under the customers warranty.  The warranty company sent an aftermarket transmission to the dealership to be installed.  The transmission technician has a back log of work.  We are currently scheduling new work 4 weeks. out.  Service advisor, *****, was terminated on 12/28/2021.  The vehicle will be completed today and customer will be informed they can pick up there vehicle today. (01/27/22)  

  Customer response

  01/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16678610, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  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. ↩