ComplaintsforMorrie's Minnetonka Ford

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my 2018 **** Escape from Morries Minnetonka **** in August of 2018 I have been very faithful to this dealer in taking care of my SUV. Besides the last 3 oil changes and some strut & shock work I've done everything there.Last week my engine failed because the motor is defective. I brought the vehicle to their dealership. Thinking I had a lifetime powertrain warranty.I come to find out I am Getting denied my claim because I did not change the cabin or engine filter. Each time I went in for service there. They said my filters were clean and that they did not need changing. Even though it was on the factory recommended service they said don't even bother with it.I'm writing this because this is not right. If I would have known This would have voided my powertrain warranty I would have changed them in a heartbeat. They have all the paperwork in house on my history.There is absolutely no way the cabin or engine filter would cause my engine to fail.I feel disrespected by this dealership. And mislead about their products. I would Them to make this right and get a new engine for my Escape. I took very good care of this vehicle and theirs no way it should have failed at only ****** miles

  

  Business response

  04/21/2023

  This is an extremely unfortunate situation. I know our service manager has reached out already to ******************** in an effort to explain this further. 

  Our responsibility is to report the condition of the vehicle at inspection. It is up to the customer to make a decision to approve /deny any work.

  The service contract that ******************** purchased has maintenance obligations that are clearly articulated on the first page. It is solely the decision of ******************** to adhere to those obligations.

  I and the store are more than happy to discuss this further but it is a 3rd party warranty company that makes the decision to approve/deny any claims. 

  Please feel free to contact me. 

  Thank you,

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

  Customer response

  04/21/2023

   I am rejecting this response because:
  I still haven't been contacted by the business. They state that their service manager has called me but he has not yet..

  This is terrible management and they should help their customers better. If they are going to sell a product, They need to explain at service intervals that we have to do this. Not give the option of not doing it at all because it's clean

   

   I am going to line up with the business to get my vehicle back, And i'm never coming back here again

  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2016 **** Explorer was purchased in 2018 along with 100k mile extended warranty. We were told that mileage was on top of the miles already on the car from the previous owner. We were told this by the finance manager and the salesman ****. Now I have 107k miles and need a wheel bearing and cracked transfer case repaired and **** will not cover because they do not have the paperwork from the dealer. The service lady ******** has already confirmed she sees this detail on her end that aligns with what I stated but they have not corrected with ****. I have called for 3 weeks and not received one call back. I want this corrected with **** and the car repairs done.

  

  Business response

  10/10/2022

  I've been searching for *************************** in our system and nothing is coming up. Is there another name that the vehicle was purchased under? Please let me know, I'm more than happy to look into this for you. 

  Customer response

  10/13/2022

   I am rejecting this response because: It is under ***** and ***************************. We have been speaking with **** and they have confirmed the contract start mileage of 35k and that the extended warranty is valid through 135k. They have confirmed this is writing as ******** email. 
  
  
  

  

  Business response

  10/14/2022

  At this point, several Team members have had contact with Mr. and *********************. We have researched every aspect of this transaction and found that the extended service contract purchased in 2018 had a mileage restriction of ******* miles. *** vehicle currently is past that point and has no coverage left. We have spoken with the warranty company who states the same. We have offered to trade the customers into another vehicle and we are willing to offer an ****** fair number as trade value. This offer was rejected. i am more than happy to re-visit trading the ********** to another vehicle. 

  Thank you

  Customer response

  10/18/2022

   I am rejecting this response because:
  We have received no offer from **** as a trade nor would I likely accept due to the verbal insults received by Morries **** dealership. We have also been in contact with **** customer service as well as the warranty company where we have confirmed the exact opposite. In fact one of the Fire employees sent us an email with this information and was immediately silenced as soon as someone found out what she did. It sounds like there will be no resolution to this outside of legal action, is that accurate?
  
  

  

  Business response

  10/18/2022

  We have verified with both **** and the warranty company that the service contract had an end date of ******* miles. We had offered to trade you out of the vehicle in question but the offer was declined by ********************. I have in no way insulted anyone and have only looked to assist to my best ability. Thank you once again. Any further communication should be directed to *********************************. I sent his contact information in an email yesterday. 

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought truck with the indication that the truck was in good working order based off their complete and thorough inspection. Along with an alignment. Brought into another shop for inspection. Found there are ball joints with excessive play. Found both the front and rear differentials have bearings that are making noise and requiring repairs very soon. Transmission pass through connector leaking and and transmission being low on fluid, and possibly needing future repairs do to running low on fluid. Also the heater fan making noise when cold, seems go away once warm. Did not hear because sales had truck warmed up before coming in for test drive. Feel like I was deceived regarding the condition of this truck.

  

  Business response

  11/29/2021

  ****************,

       We are more than willing to discuss your truck. I believe that the service inspection was disclosed at the time of purchase and there were service contract options offered and declined. Please reach out so we may discuss further. We have already left you a message as well. Thank you for your time. 

• Initial Complaint

  08/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I leased a Ford bronco sports on May28 2021 from Morrie’s Ford by trading in my 2018 Chevy Suburban. I had an equity of $8723 from my old car towards the new car. My credit score was 802. The MSRP of the vehicle was $30625. When I went to a dealership in NYC and called the US bank to know the buy-off price of my leased car so that I can trade it for a new car, US Bank said that it’s $27000 plus for me but a different price for the dealership if they traded my car. I have already paid 3 months payment ($302x3 = $906) towards the lease at the time. So I’m just amazed to know how the total cost of the vehicle adds up to $36000 plus (down payment +3 months payment+buy off price ) even after considering the taxes, interest and extra. I just want to put an end to this predatory lending done by the dealership and US Bank and get out of this lease. If that’s not possible, please advice me, what else can I do to held them accountable for cheating me and recover my loss.

  

  Business response

  08/20/2021

  Mr. *******,

        I appreciate that you have questions about your lease. We, at the store, are more than happy to answer all of your questions and assist. I know our team has spoken with you on a number of different occasions. I will have our finance team reach out once again. 

  Customer response

  08/20/2021

   I am rejecting this response because:
  
  Yes I have spoken with your finance guy Josh and your sales manager Tod many times and you have not done your due diligence. Out of desperation I have contacted BBB, to help me from your predatory lending system, which your business has mastered in 30 plus years of existence.

  

  Business response

  08/20/2021

  Mr. *******,

       Our Finance Manager attempted to reach out again with no response. There is nothing predatory about any practices at Morrie's Minnetonka Ford. The "buyout" that your New York dealer is getting is as follows:

  Residual (purchase option price) $17,193.75

  Remaining payments  $7,716.01  (this should equate to your remaining payments)

  Total $24,909.76 If you add the $8723 of equity you had ($33,632). This is correct when you account for the aftermarket products you purchased along with registration, tax and fees.

   

  In addition to the total, US Bank is figuring the following:

  Early termination fee $755.23     (we cannot control this)

  Sales Tax $1,677.89  (they're estimating the amount of sales tax you'll pay going from a lease to a purchase)

  Total Payoff (with fees) $27,342.88

   

  I hope this clears up any misunderstanding. 

   

  Thank you

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle in for Diagnostics and they saw the codes and all they did was update the software. I had the vehicle back for less than 72 hours and it wouldn’t start. It said engine fault service now. I have had another dealership indicate that it was rodent damage and I thought It was fix. I got my insurance company involved and they said they where trying to get a hold of morries for 2 weeks. Every time I have stopped in or call no one could tell me what was wrong or what is left on my vehicle. They said they would call me back but never did. Insurance then denied it and I was charged for 18 hours of labor and they only replaced the harness.

  

  Business response

  08/20/2021

  Stacy,

       When I spoke with you (Wednesday evening) I informed you that I and my service director would take a look and reach out. I was out of the office yesterday but I'm told that our manager did reach out. We will contact you again today. I was unaware that a different dealership had said there was rodent damage. We can only go off of what our technicians see. Please allow us today to investigate and respond.

   

  Thank you, 

  Scott ********

• Initial Complaint

  06/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my car in to Morrie’s Ford for repairs On Saturday, June 12. When I dropped off my vehicle I was instructed by the customer service agent to turn on my car so they could check the actual mileage. I stepped back into my car and turned it on to show the correct miles 45,053, the customer service agent looked in the vehicle and recorded the mileage. He recorded 45,043. I picked up my car on Monday and the mileage read 45,187 miles. I called to complain and there was no answer so later that evening I sent an email to complain about the excessive mileage. Today I spoke with a shop manager whom claimed he reviewed video and saw no one leave with my car for longer than 10minutes. He refused to take responsibility for the gross violation of his staffs misuse of customers property. He offered no remedy or way to fix the problem. I am not the first customer to have my car taken for a ride and that’s a huge problem. Before I left the shop my car was washed because It was covered in dirt.

  

  Business response

  06/16/2021

  Regarding the miscommunication with the mileage on your Escape. I apologize that our advisor did not verify the mileage on your vehicle. This is a process that he did not follow. I have personally reviewed (via video) every second that your vehicle is on our lot and I am more than willing to either provide an exact timeline of events or invite you to the store so I may show you every movement that your vehicle made while in our possession. There were 2 road tests for your vehicle..... 1 lasting 2 minutes and the other lasting 4 minutes. There really is no way that 134 miles could have been put on your Escape. This is simply a miscommunication regarding miles. I assure you that this is the case and will not happen again. Once again, I am more than willing to show you the video of your vehicle while on our lot (complete with date and time stamps).

  Thank you very much for your business, 

  Scott L

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