ComplaintsforGateway Ford, Inc.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/11/21 I brought my 2018 Ford Mustang GT to Gateway Ford where I purchased the vehicle for a powertrain issue. My care only has 49,000 miles on it and the powertrain is still under warranty with Ford. At that time I was told they would not even be able to look at my car until 10/25/21. I asked about a loaner or a rental since this is an warranty issue on a vehicle I should not be having issues with and I was told they don't have any loaners and they don't do rentals. I later called Ford Customer Service to complain where I was told I could be reimbursed up to $35 per day for 10 days for a rental. You can't get a rental for $35 per day and it is now 11/16/21 and my car still is not even on a rack to be fixed at Gateway and I still have no vehicle and am paying a note for a vehicle I haven't had in my possession since 10/11/21. On 10/25/21 after I received a call from gateway asking what the issue was. I describe the issue and informed them that a light was on in the care. I also read them the info that I received via ford pass regarding what the issue was. Two days went by and I was not updated to the findings on 10/25/21. I called for an update and was told someone would have to call me back the following day because they were too busy. My Dad called later for me and was informed that they called Ford Motor Company since it is a warranty issue and they were told to change the valve body. They changed this and it still did not fix the issue. I did not receive a call to update me to that I had to call after not hearing anything for another week and was told since that did not work they had another care ahead of me that they were working on and when they were done with this they would take the transmission apart and send pictures to Ford Warranty division to be told what to do next. Each week since I have called and still my care has not been looked at again since the supposed valve body change. Each week it is a different excuse. I want my car back timely.

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/11/23) */ The vehicle in question is a Warranty Repair through Ford. The original diagnosis did not resolve the issue so our service team reached to Ford Motor Company on how they wanted us to proceed under the warranty process. Once we received the direction we should go, we immediately got to work on it. The car is currently in our shop on a rack with the Transmission removed waiting on parts. Unfortunately the dealership does not have a loaner vehicle to give at the moment due to the extreme lack of inventory. We arranged with Ford to provide for a rental car, but no local rental cars were available until after the Holidays. This vehicle is our top priority and will be resolved as soon as the parts arrive. Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My car has been at this dealer since October 11th and they only just offered a rental because they were forced when I filled a complaint with Ford customer service. That is why no rental is available until after the holiday. On 11/19/21 was the first date they attempted to provide me with a rental. There statement about when my car was scheduled to get to us also a lie. My car was first looked at on 10/25/21, Ford warranty gave them direction to make a change. Per Gateway they had another car ahead of mine except my car was scheduled so this wasn't actually possible so they took my car off the rack and despite having the valve body part in proceeded with another car. This is when I filled a complaint with Ford customer service. It was weeks before they changed the valve body that did not fix the issue and when that didn't work it was again a week before they put my car back on the rack to take supposed pictures of the broken down transmission to send in for the warranty to tell them what to do next. Get the dates they actually sent stuff to the warranty department for direction and you will see where they are trying to place the blame is incorrect. Most recently I was told they were told to stop all work on my car and work on a car they were trying to sell. This is all info coming directly from the service manager at gateway to the ford customer service representative Alandra Hunt. Their response is not factual and I'm sorry but Oct. 11 till Nov. 19th to even attempt to put me in a rental is unacceptable and they only attempted after I filled complaints. This dealer sold me a piece of junk car and now they aren't even interested I. Righting their wrongs but instead trying to paint a picture that they are doing all they can but have to wait on others, that is 100% untrue!!! I'm fed up and have been paying out of pocket for a rental until now since 10/11/21 and still paying a car note for a car they won't fix timely. Yep sounds like exceptional customer service when you have all the facts doesn't it?

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