ComplaintsforPundmann Ford

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had the oil changed at Pundmann Ford and noticed the vehicle had oil under it (few months later). Called to make an appointment and was told not to drive it and they could not look at it for 3 weeks. Made an appointment with *** **** Ford and after they spent 2 hours cleaning the engine they had found that the oil cap was missing. Pundmann Ford refused to pay the $194 bill for locating the oil leak which they caused.

  

  Business response

  10/23/2023

  Mr. *****, I am sorry for the issue you are having with your 2020 Explorer. The oil change we performed was on May 26th of this year.  I have spoken with our service manager, the advisor at the other store, along with a master senior technician. All three agree that if Pundmann had in fact left the oil cap off after we performed the oil change that you would have been alerted within a couple hundred miles.  You since put almost 8000 miles on the vehicle before noticing that the oil cap was missing and had no other issues.  Unfortunately, Mr. ***** we cannot assist with the repair.    

• Initial Complaint

  10/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle (April 2023) from this dealership. They promised $1000 worth of accessories: floor mats, trailer hitch, cargo net, wheel well liner, battery jump start pack. This was a Ford promotion and it was for anyone that purchased a vehicle. It was promised by the salesman. We have contacted them several times. Sales manager never called back and other excuses included that they lost the items, items not in, they gave it to someone else.

  

  Business response

  10/26/2023

  Problem was solved weeks ago when ***** received $1,000 accessories.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Ford Expedition Limited Max in Nov. of 2020. Shortly after purchasing I noticed something wasn't right with the transmission. I took it into multiple Ford dealerships to be told they couldn't find anything wrong with the transmission. One said it had to be reset or something and claimed they did that and it should be fine. It continued to not be fine. I continued to take time out of my days, wait long periods of time for appointments to get it in. Finally, around Feb of 2022 Pundmann Ford told me I needed a new transmission. They didn't have the trans. and said they were back ordered but should be receiving them at the end of March. Then it was changed to end of April of 2022. I called and emailed constantly to check on the status of the trans - no date. Several times with no return call or email. As of Oct. 2023 there was still no trans. I was in for an oil change on Oct 6, 2023 and asked again about it. They had no info but would have my advisor call me. Allister called and said they did have a transmission in for me. One came in for someone else but it was the wrong one so he put my name on it. Now they need my car there but can't tell me how long it will take to get it serviced. They have no loaner vehicles to loan out and I'm being told they will only give me 10 days in a rental up to $40 a day. After that it would be out of my pocket. I have been driving a brand new car with a bad transmission since roughly 2021. The trans. is under warranty and they are telling me I will have to cover the cost after the rental. When I asked if it will take more than 10 days he said yes, probably, some have been there for a couple months. I was also told my running boards would be replaced after they were unable to diagnosis the issue and I sent videos of both sides continuing to malfunction. Now I'm being told they will have to diagnosis this and is not covered. I continue to get the run around and I am not happy with Ford products or service at this time.

  

  Business response

  10/13/2023

  **** ****** * *****
  
  2020 Ford Expedition
  VIN ***************** 
  

  Repair Order 871190
  8/30/22 17401 miles
  1) Per customer – Delayed shifts and jerking feeling on acceleration
  2) Per customer – Passenger running board inoperative at times. Makes loud thump noise and will not go up.

  
  1) Technician roadtested and verified erratic shifts. Performed adaptive learning strategy per Ford Technical Service Bulletin and verified condition corrected at that time.
  2) Technician operated running boards several times. Checked vehicle for diagnostic trouble codes and found none. Unable to verify concern and no DTC’s present – no repair attempted.
  
  
  Repair Order ******
  2/23/23 21539
  1) Works Package (maintenance)
  2) Per customer – Transmission jerking between 30 – 45 mph. Had delayed engagement from Drive to Reverse and Reverse to Drive.
  3) Per customer – Passenger running board does not come down at times and also at times when going up will stick and come back down.
  
  1) Technician performed maintenance
  2) Technician verified concern. Recommended complete transmission replacement. Ordered transmission.
  3) Technician could not verify power running board faults. Inspected and found no debris or blockage. No repair attempted.
  
  Unfortunately, there has been a nationwide shortage of transmissions of all kinds causing extended downtime which was unheard of until a few years ago. Dozens of vehicles have been affected at our dealership alone.
  
  We do have a transmission set aside for this customer. We are unable to determine when this repair will be made as there are still other vehicles ahead of this one. We do not know how long the other repairs will take, especially with current and impending strikes in the automotive industry.
  
  We have been unable to verify the concern with the running board. We have been unable to duplicate it and there have been no codes stored when we have diagnosed it. The video the customer provided is a welcome diagnostic tool, but the manufacturer will not pay to replace parts without verifying the concern. We will be happy to take another look at the running board when the transmission is repaired, but if we can’t verify the concern, we will not be able to make a repair.
  
  The warranty start date on this vehicle is 11/14/2020. The manufacturer’s bumper-to-bumper warranty is 36 months / 360000 miles (whichever occurs first) and powertrain warranty is 5 years / 600000 miles (whichever occurs first).
  
  The customer purchased this vehicle elsewhere. They did not purchase an extended warranty to cover rental charges. Ford does make provisions to provide a rental up to $40 per day for a maximum of 10 days. Anything beyond these parameters would be at the customer’s expense.
  
  If the customer is asking a dealership to pay out of pocket for repairs or for rental charges, they would be advised to see their selling dealer.
  
  

  Customer response

  10/20/2023

  Complaint: ********
  
  I am rejecting this response because: I understand the backorder issues. However, that transmission was apparently sitting there and I had received no phone call or anything about it. I had to continue to call and call about it. I received a call from the dealership after submitting this. Magically they were able to get my car in to replace the transmission and would have it done with in the 10 days allotted for the rental. They however would not cover a vehicle comparable to mine for rental. However, ********** was more than accommodating and got me in a vehicle that would fix my family comfortably. Pundmann Ford just called and said my car was ready. They still couldn't get any codes or errors on my running boards. Apparently the videos I have sent over to them aren't enough proof of the issue. They refuse to fix them without a code that they can put on paper. My warranty is ending shortly and I feel I have been getting the run around with all of this. I'm sure if this would out of pocket the issues would all be found with no problem. I am disappointed in the quality of Ford's vehicles/parts, the customer service and Ford's willingness to stand behind their products and warranties. These vehicles are outrageously priced and have more than their fair share of issues in brand new cars. I am very disappointed. I am opening a case now with Ford customer service regarding the running boards as well. 
  
  Sincerely,
  
  **** ************

  

  Business response

  10/23/2023

  The transmission repair has been completed. 

  We were unable to verify the concern with the power running boards.  According to Ford's Warranty and Policy Manual, we must verify vehicle concerns either by duplicating the concern or with trouble codes stored in the system.  We were unable to duplicate and there are no codes stored. 

  The owner chose to rent a vehicle from ********** **** * *** on October 18 and we will pay $40 per day directly to **********. 

  The owner indicates that the running board issue still needs to be addressed, along with a couple of other concerns that she spoke to Ford Motor Company about.  Due to the fact that we are not the selling dealer and that she is clearly not happy with our company, it would probably be best if she addressed any additional concerns with another dealership.  

  If there are any concerns related to the transmission and any work we performed, we will gladly look at them, however, any Ford or Lincoln dealer can perform her warranty work and she will probably be happier elsewhere.

  Customer response

  10/30/2023

  Complaint: ********
  
  I am rejecting this response because: This response is very unprofessional. I have videos of this not working as that’s what the advisor told me to get since they couldn’t get an error code. He said if I had videos that should be sufficient to get them replaced under warranty. 
  
  When I picked my car up the other day after the transmission was installed, the advisor told me that this is an issue on almost every electric running board out there. All parties know my running boards, as well as the majority of running boards out there, are an issue but Ford refuses to do anything about it. I have attached videos here as well. My advisor has them in email as well as he requested. I am highly disappointed in Ford in general right now.
  
  
  Sincerely,
  
  **** ************

  
  

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a Ford Transit 350 passenger van from them last year in July. When we test drove the van the tires were bald to the point that the metal was showing so they agreed to put new tires on. Recently I had it in a different shop and they informed me that the tires on the van are not rated for the weight of the vehicle. They said that there is a high risk of tire blow outs because they are for more of a midsize suv not a big 12 passenger van. They advised me to call Pundman since the tires were only a year old. I called Pundman and talked to the associate that answered the phone named Kevin and he couldn’t have been more rude. He treated me like I had no clue what I was talking about. He said that it didn’t matter because my van was a passenger van not a commercial van. He then said that the salesman that sold me the van wasn’t there but he could have a manager call me. Later that day ***** the manager called and he was just as rude as the first guy. He talked down to me, was very defensive, and told me misinformation and then argued with me about it. I knew at that point I was not gonna get any where with him. My point to them was that they put tires on my van that were not safe and sent me on my way. I drive this van daily with my 6 kids and would hate to think about what could have happened.

  

  Business response

  08/14/2023

  Mrs *******, thank you using the bbb portal to make us aware of the situation.  My name is *** ******** and I am the General Sales Manager.  I am checking with my service manager to see which tires we put on the vehicle.  Once we have that information we can hopefully figure out a reasonable solution.  Also My apologies for the experience you had with my sales associate and used car manager.  I am looking into that as well.  

  

  Business response

  08/14/2023

  Mrs. *******, this **** ********** the General Manager at ******** Ford. Please contact me at ###-###-#### so that we can discuss a resolution to this concern. The solution would be to replace the tires installed with Commercial grade tires.

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

   

   

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2020 Ford F-150 with 31,7xx miles at time of repair was running fine with no problems.Son dropped off at Pundmann body shop January 23 for scheduled small 2-3 day repair on passenger door. Vehicle sat on lot for over a week before work began. When vehicle was picked up by my son on February 2, engine warning light came on and would not go off. Assistant manager ***** came out and reset. By time my son got home, 2 miles away, engine warning light was on again. My husband and I were out of town until beginning of April, so son parked truck in garage and we planned on addressing upon our return home. We arrived home late on April 3. On April 4, my husband called Pundmann Ford and was told that they could not get truck in for service until sometime middle of May but he could bring truck up and they could reset it again. Husband went to Pundmann April 4 and they reset.On way home engine warning light came on again. Husband was able to get appointment April 11 at another Ford dealer.That dealer reported the light was on due to rodent damage at 2 different places under the truck and it would cost $1200 to repair. I am absolutely certain damage happened while truck was on Pundmann's lot. We had no previous problem and vehicle is always parked in garage where there are no rodents! Also vehicle had not been driven anywhere between the time it left Pundmann body shop February 2 and April 4 when Pundmann reset light for second time. This can be verified by mileage on truck. Body shop manager and assistant manager were notified. We were told they are not responsible for damage done while vehicle was in their shop. Manager also chuckled about "rodent damage" and stated there is no proof it happened there. I was instructed by insurance co.to find out what kind of insurance Pundmann has. I was told *** Pundmann had that information. I have left several voice messages for Tim.*** has not returned my calls! Also since picking up vehicle Auto Start/Stop has not been working.

  

  Business response

  04/24/2023

  Miss *****, my apologies for not getting back to you sooner.  It appears that the majority of messages left for me over the past few weeks have not come through on top of me being out of town.  That certainly does not change your situation or excuse us for not participating in investigating the matter.  I am going to look into this today and try to get a better understanding of how all of this occurred.  Miss *****, I do want to make you aware that on the repair order you signed December/January states any damage that may occur while your vehicle is on our lot is not our responsibility.  However, I will look into this and see what determination can be made in terms of rodent damage.  One of the things I will be taking into consideration is whether or not there have been any other vehicles impacted by this type of damage.  If your vehicle was the only vehicle impacted it may lead us to the conclusion that this did not take place on our lot.  To the best of my knowledge we have not had any issues with rodents over the past few months but that does not mean everything has been communicated to me.  Please give me some time to investigate and we will be in touch soon, thank you.

  Customer response

  04/24/2023

  I'm glad Pundmann Ford responded so quickly, however I feel it's not really sincere.  Every time I left a message, I was told that *** Pundmann  was in the office at the time.  Also we were not asked to sign anything. I have the unsigned original. We were told that the engine light is lit because of rodent damage.  The engine light was not lit when we dropped vehicle off at Pundmann nor had it ever been lit on.  As soon as my son started the vehicle in Pundmann's lot,when picking up vehicle, the light lit up.  There is no reason it should have lit up because they did no engine repair to vehicle and it should not have had to been just a matter of resettting.  The vehicle sat in Pundmann's yard for over a week before they began work. It probably wasn't moved at all during that time. When the vehicle is in our possession it is never parked outside of our garage. I am certain it happened on Pundmann's lot. Why else would the engine light be lit when we picked vehicle up and it had never been lit up before?  I would like a copy of Pundmann Ford's certificate of insurance so I can follow up with Pundmann Ford's insurance company as was suggested to me by the insurance company that I talked to.   

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2018 ford escape. I took escape to pudman where I purchase it. The transmission starting leaking fluid. This was march 2nd of2022 It has been a year and a month now No response from pudmann. I have ad 4 rental cars, they told me it needs a new transmission ,but no details of when parts are to be in. What kind of future problems will I have with car sitting for a year. I have called and been into shop to try to get answers,,no response. They need to buy me out so I can purchase another truck

  

  Business response

  04/01/2023

  Mr. *******, I wanted to contact and let you know there is no excuse for the lack of communication on our behalf, we obviously need to get better.  We do have a transmission that arrived this week that we will be putting into your vehicle ASAP.  If you would like to pursue ******** purchasing the vehicle from you we certainly see what that scenario look like.  Please just let us know how you would like to proceed.  I know *** ******** has reached out to you via email so please communicate with him on how we can get this situation resolved.  Thank you for being one of our customers, I am sorry this has taken this long.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/17/22 I made an online order from Ford Accessories, for window deflectors, to be installed 2/25/22 at Pundmann Ford. I was charged a total of $124.30, $30.00 of which was a labor charge for installing the parts. On 2/24/22, I received an email confirming my appointment for 2/25/22. Upon arrival to Pundmann Ford at the appointed time, the Service Dept claimed to have no record of my order. The Parts Department made a similar false claim, then found my order later. However, Pundmann Ford refused to install the parts, claiming there was nobody available to install them. I provided the email confirmation, and was summarily ignored. I was again told nobody was available to install the parts, and that the confirmation email meant nothing. The next day I received a partial refund of $30 for the labor charge, but no refund for the parts themselves. That same day I emailed "**** **" who is the only person listed for Pundmann Ford contacts. There was no response. The $30.00 labor charge was reposted to my account as of 3/17/22. I demand a full, complete refund of all fraudulent charges ($124.30) for the purchased parts and labor charges which Pundmann Ford has refused to honor. Email transcript is attached.

  

  Business response

  03/23/2022

  Mr ***** contacted Ford Motor Company online accessories and ordered window deflectors and the installation.  Mr ***** paid FoMoCo directly, no payment was received by Pundmann Ford. The owner and FoMoCo set an agreeable installation date.  FoMoCo uses a third party installer to install their accessories.  The install is not employed by Pundmann Ford.  On the date of the scheduled installation the third party installer was not available.  The window deflectors were no installed.  The part has been returned to the Ford supplier and they will acknowledge to Ford that they have received the window deflectors. Than FoMoCo will refund the $94.30 directly to Mr *****.  It is important that all parties understand that this a transaction between FoMoCo and the customer.  Pundmann Ford did not collect any money from the customer and will not refund any money.  Mr ***** states that eas reposted a $50 labor charge on 3-17-22.  Pundmann Ford does not have any of Mr *****'s credit card information to be able to charge to his credit card.If the owner can substantiate the recharge of the $50 labor by Ford we would investigate on his behalf.  

   

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle a 2020 Ford edge is under manufacturer warranty. on 8/21 my ac went out. I contacted Pundman on 8/23 and scheduled an appointment soonest avail 1 mo out. My vehicle was with them for 9/27& 9/28 I was told the clutch coil was bad so I took my vehicle home while waiting on the part. I took my car back 2 weeks later for them to install the part (soonest they could get me in) at which time I was contacted and told that the compressor, accumulator, condenser and some lines needed to also be replaced. I am unsure why they did not find this issue the first time they had it. I was told by my service rep (*****) I could pick my vehicle up but it would have the check engine light on due to parts THEY disabled. I did not want to take my vehicle back and proceed to drive it with the check engine light on in case whatever they disabled trigger something else to go wrong while I was driving it. Asking a customer to take their vehicle back with the check engine light on (that was not on when I took it to them) should not even be suggested due to safety. I was then told that the work would not even be started on my car until 10/25 because the ONLY person there that could work on my vehicle was on vacation for the week of 10/18-10/22 and then would only work in between his apts I now have no vehicle with no eta. I was told ford would cover a rental for 10 days. I picked up the rental with day 10 being 10/24. I called on 10/25 to get an eta on the repairs So I could extend the rental out of my pocket because Ford refused to pay for anything over the 10 days even though it was out of my control that my vehicle was sitting or malfunctioning. I was told my car should be done 10/27. I received a call today, 10/27 and was told now Pundman's machine they use to charge the AC is broke so they could not finish my car. I asked when their machine would be fixed and gave no eta. I have now paid for more days on rental because their machine to charge AC is broke (not my fault?)

  

  Business response

  11/02/2021

  In regards to the above complaint.  Ms. ****** presented her vehicle to us with an air conditioning issue on September 27, 2021. We diagnosed the concern that day, and determined the clutch coil defective and it was necessary to order parts. She returned two weeks later to get the repair completed and during to course or repair we found that additional items needed to be replaced, the compressor, accumulator, and additional lines and system flushed. (The clutch was spinning on the compressor shaft appearing it was just a clutch issue) It was then we had to order the additional parts. Compressor, accumulator, condenser and lines. It is our policy that when a tech diagnoses a concern we like to have the same tech perform the repair.  When parts arrived we installed them and when we went to recharge the ac system, our charge machine was inoperative. This caused additional delays for the repair. After a day we were able to complete the repair. We have since refunded the customer for the cost of her rental that she accrued. We sent a check for the cost and only were able to leave a message with her. 

  Customer response

  11/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

*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. ↩