ComplaintsforGreen Ford

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 24 my husband and I went to Green Ford to purchase a used Ford Expedition Max. We told our sales guy to only run our credit with Ford and we would like to keep the down payment between $3,000 and $5,000. After “running our credit” Michael comes back out and says Ford wants $9,000. He also stated we could try other companies to see if one would do a smaller down payment. I replied and said “no we don’t want to do that because the interest rate will be so high. Please go see if Ford would come down to $7000.” He went back to the finance room and was gone for awhile. He came back and asked who my flex was with. I told him ********. He went back and was gone for a while. He then came back and said ford wouldn’t budge and ******** refused to do it at all. I let that slide for the night. I the. Asked Michael what the payment would be if we did end up going with Ford? He said give me just a minute and I will get it for you. After a few minutes of Michael being gone he come back with the official approval on paper. To our surprise it showed an $11,000 down there payment!!! I questioned Michael and asked why we were told $9,000 was approved? He said he didn’t know he was told by the finance department that was what ford required. Long story short we left after telling them that they fed us a bunch of **! Well the next morning we are at home and start getting alerts that are credit was being pulled again! I went out to the dealership to which I got NO EXPLAINING OF WHAT WAS GOING ON. I requested that the GM Jeremy contact me immediately on Monday. As of today I have left a message at the dealership and sent him an email to which I have received NO CONTACT.

  

  Business response

  01/11/2024

  On 7 Dec the sales manager  spoke to Mrs. ****** in regard to the situation.  The initial quote was given before credit was pulled on the assumption of good credit to get the structure of the financing in line with the bank's guidelines.  Mrs. ****** had approximately $20,000 of negative equity in the trade vehicle.  Based on the sales price of the vehicle and the negative equity to achieve financing there would need to be at  least a $9000 down payment.  Upon pulling the credit the score was below the required threshold.  Ford Motor credit stated that due to this they would need $11,000 down to approve financing on the vehicle.   Several days later was still interested in purchasing the vehicle and asked to be submitted to her current lienholder of the trade vehicle to see if they would approve financing.  her current lienholder flat declined to finance the vehicle.  the only approval was Ford Motor credit who required $11K.  In an effort to see if the loan would be approved the information was submitted to three other banks.  At no point was the sales manager informed that Mrs. ****** only wanted to be submitted to the two banks.  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Took our car in for a recall that we receive a letter about on the transmission repair from ford. Drop it off Sunday night with the letter to have only the recall done. I Called that Monday to let them know it was there for a Recall that Ford sent out. Then ford call me on Tuesday and said it will be 3500 to fix the transmission problem that part of the transmission is not covered under the recall. I said i can't pay that i will pick up. they then said i own 245.46 to pick up my car. No one every called me about this charge. i came in on a free repair to leave with no repairs and 245.46 out of pocket. they used the letter to rip me off.

  Customer response

  08/29/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  09/01/2023

  Spoke to Mr. *******.  Information was not clearly communicated regarding the status of the recalls and needed repairs in regard to the recalls.  We will be refunding the monies paid for the diagnostic fee.

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Green Ford Aug. 10,2023 for rear brake inspection. Sam the service advisor wanted to know what i was there for. I stated that the rear rotors and brake pads are new, but i still have a problem with something feeling like it's rubbing slowing me down. Within 45 mins. i guess he was the service manager ; came into the waiting area and said you are ready to go. I said did you check the calibers, brake line, parking brakes, or master cylinder? That person said we drove it hard. My vehicle is a 2007 with 198744 miles. I said you did not find anything wrong, he again said we drove it real hard. Well i looked at the paperwork mileage in and out was 198744. The wheels were not even taken off. For $247.48 i did expect better service.

  Customer response

  08/23/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  08/31/2023

  Have attempted to reach Mr. ******* unsuccessfully.  We will be refunding the diagnostic fee which was charged.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my **** **** ****** in October 2022. A day after buying it, the start stop was not working and the check engine light came on and was flashing. I called the dealership and was advised to take it across the street to the quick lane they use as they would not be able to diagnose it in the shop as they had over a month wait. I had continuously been told that nothing was wrong with the car but the issue continued after continual arguing with the dealership. They finally got it up to the shop and stated that my issue lied with the battery they been in for me, I would need to pay for the battery after further arguing they paid for the battery to be fixed in my car. Fast forward to end of June 2023 and my car was making a terrible noise again I was advised that they would not have appointments until July and that I should take it across the street. I informed them that when I took it across the street that they said that it was the AC compressor. The dealership informed me that I would need to then bring it to the main shop they scheduled with me for July 5, 2023. Upon looking at it at the main shop. They stated that the flex plate in my transmission was broken, it was covered under the powertrain warranty and I would just need to pay the deductible. I was informed that I would get my car back in the middle of the next week. I explain to the shop that I did work out of town 30 minutes one-way and that I needed a car to get back-and-forth to work , I asked for a loaner car and they informed me that they did not have any loaner cars to provide me when I asked to be notified. If a loaner car became available I was told that they would try but they weren’t sure if one would be available to come next week, which is today I reach out about , any updates for my car and was informed that other cars were in front of mine due to parts coming in and that my car would most likely not be done this week. Again, I was not offered a loaner car for transportation

  

  Business response

  07/20/2023

  Have reached out to the customer and provided a loaner vehicle.  I have also expedited the repair and the vehicle should be done this week.

  Customer response

  07/20/2023

  Better Business Bureau:
  
  

  Alex, the manager in the Service Department was extremely helpful and kind to me in getting a resolution! He provided me a loaner car and talked with me regarding the trouble I have been having and apologized on the company’s part. I truly appreciate the help he provided me and the amazing customer service he offered. It definitely made a stressful and upsetting situation much smoother.

• Initial Complaint

  05/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Ford ******** on 9-17-22 and the dealership is not responding to me. At first I was getting emails from ******** about the delays in production and now no emails. I have contacted ******** with my order but they say there is no record and the dealer has to provide a VIN. I want to know if the ******** is being produced.

  

  Business response

  05/23/2023

  Mr. ****** did in fact order a ******** on 17 Sep 2022.  On 20 Sep 2022 Mr. ****** texted one of our representatives about cancelling his order.  Once the order was cancelled, Mr. ****** said Thank you and requested a confirmation email that his order was in fact cancelled.  Please see the attached transcript of text messages between Mr. ****** and one of our representatives about the cancellation of the order.

  Customer response

  05/23/2023

   I am rejecting this response because: I received no confirmation of the cancellation.  The only email I have is from 11-1-22 regarding the delay of the order I placed.
  
  
  

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They keep sending the card for me to get my airbag replaced and it plainly states that they will come to me. There is NOTHING saying that I have to be within so many miles from them. Every time I call to talk to someone, They say they will get back with me then that person don't call back. Then you have the ones that say that it's only within 50 and it's 43 from there to my home when I call to see if things have changed. And the card says nothing about the milage has to be within a certain distance. I told them to quit sending the cards if they are not coming

  

  Business response

  03/27/2023

  Mr. ******,

   

  Please provide me with a copy of the card you have been receiving in the mail.  We do not think it is coming directly from the dealership.  It may be coming from Ford Motor with our name printed on it.  Most of our mobile repairs are usually done within 15 miles.  Perhaps an exception could be made to that.  

  Customer response

  04/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/22 I purchased a **** ***** from green Ford. Within a couple months of purchasing the truck went into shop for cam phaser recall repair. I brought the truck to green Ford 3 times before actual repairs began. The truck was in the shop for 3 weeks. 1/20/23 I dropped the truck off for warranty repair of drivers side heated seats, warranty repair of harsh and eradicate shifting, repair bad wheel bearing on driver side ( roaring sound) and hood latch sensor ( alarm going off in middle of night for hood ajar). I picked up the truck on 3/2/23. I attempted to contact green Ford service department and customer service manager multiple times, took sometimes up to 4 days to get ahold of either one. 2/23 I attempted to get green Ford to keep the vehicle and put me in another, the only option I was given was trade out with my loss. No help from dealership to amend just how long the truck was in shop or the amount of repairs was needed within 10 months of me owning the truck.

  Customer response

  03/14/2023

  I have not heard from the business in response to my complaint at all.  Checked both my email, phone calls, and messages and have not received any contact from Green Ford at all. 

  
  
  

  

  Business response

  03/27/2023

  The vehicle was seen in our service department in the aforementioned dates.  The transmission required a new valve body to repair the issue the truck was experiencing.  The lifetime powertrain warranty took care of this repair.  As the contract signed by Mr. **** states, he was responsible for a $250 deductible.  In addition, the heated seat was inoperative.  This issue was repaired using the warranty that Mr. **** purchased when the truck was purchased.  The contract that Mr. **** signed stipulates a $100 deductible. In regards to the other two issues, the hood latch and the wheel bearing, neither of those issues were covered by either warranty.  In the interest of customer service, the dealership elected to split the cost of the wheel bearing repair with Mr. **** and Mr. **** elected to replace the hood latch.  Mr.. **** was well aware of the costs associated with the repairs.  The vehicle was here for an extended period due to parts constraints.  While the vehicle was here Mr. **** was provided with a Ford expedition to drive.  We Have already taken into consideration the time the vehicle was here and provided a loaner vehicle.  In addition, we did not need to cover half the cost of the wheel bearing repair.  

  Customer response

  03/28/2023

   I am rejecting this response because: The truck was owned by me for 10 months.   6 weeks my ownership of the vehicle it was in Green Ford's service department for Major repairs.  1st time - Cam Phaser recall and warped wheel that I was not aware of until the service department notified me of.  2nd time - transmission shifting issues that I was told by Sam ******* in the service department that he wanted to change to entire transmission, but warranty claim sent approving just the valve body, Sam told me he was checking into getting the entire transmission replaced, later notified that the valve body would be replaced.  Driver side heated seat not working.  Bad wheel bearing, front driver side.  And hood latch sensor.  Both hood latch and wheel bearing were not covered by warranty.  I was given a loaner vehicle during my vehicles time in the shop.   I am not disputing the charges.  But am disputing the dealership doing nothing to get me out of the lemon vehicle that Green Ford sold to me.  Seeing others with major issues being left in the waiting area like Green ford attempted both times with me, hoping I'd just leave so they did not have to give me anything or a way to commute.  I received loaner cars in both services but was left in waiting room until I made it known that I was there and would be there until a vehicle was provided.  During my time in the waiting area I watched another person wait as long as I have and called for someone to come get them.  I have family that had their vehicle serviced there as well and was left in waiting area for 4 hours before they called for someone to come get them while service department was securing them a ride.  It is bad business, and its been allowed to continue in there facility.  

  I traded another vehicle for this truck and was not given a fair option though green ford to trade or transfer of equity.   This vehicle only had 62,225 miles out it and had all the abovementioned repairs done in a 10-month period or my time of ownership.  I thought this was a reputable company that stands behind what they sell like most large dealerships will.  Green Ford wanted me to give them more money than I had already lost in this deal to rectify them selling me a lemon vehicle.  My complaint was not about the money, I've lost what I've lost to green ford and for some it may be devastating.   This is more about the principle and helping other to avoid running into what I did with this company.   As long as you pay more at your loss, Green Ford will smile and act like they are doing you a favor.  

  
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/3/2019 I purchased a service contract from Green Ford along with a new vehicle. I recently had a failure that should have been covered by the warranty. The policy that was sold to me from Green Ford is from PowerLife and explained to me as better that a manufacturer warranty. The cost to get a CV boot (axle component) part fixed at my local dealer was $784.72. PowerLife would not pay because I changed my own oil and air filters. Parts very much unrelated to the axle of a vehicle.

  

  Business response

  01/12/2023

  The warranty company sets forth the requirements for the lifetime powertrain warranty to remain in effect.  Per your signed contract, you agreed to maintain the vehicle in accordance with the manufacturer's recommendations and keep receipts of all such services.  In addition, under the "your responsibilities" section the contract states that you must provide verifiable receipts showing the date and mileage of the vehicle.  With the lack of these documents the warranty company will not cover the claim. 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 EcoSport from Green Ford on Wendover on August 29 2022. We had the vehicle two days when the check engine light came on. We took the vehicle back the next day, August 30. They had our vehicle until the 8th of September. We called or text our salesman Richard everyday to find out what was going on with our vehicle. First it was I don’t know yet, then it was it’s still being diagnosed, then it was the technician who was assigned to the vehicle his mom had died, it finally got fixed on September 8th. On the way home we noticed that the brakes were sticking and when stopped the car would lunge forward. We stopped for dinner and on the way home when we tried to stop you had to pump the brakes to stop. Finally at a stop light the brakes didn’t work at all and we hit another vehicle. We have been trying to get in contact with managers since then, Jeremy, Steve and Josh and no one returns our calls or we’re hung up on. All we want is compensation that we put into a vehicle we had 2 days plus the deductible of our insurance. I want to resolve this without a lawyer and I told my salesman this.

  Customer response

  09/29/2022

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  11/17/2022

  On 23 Aug 22 we performed the NC State safety inspection on the vehicle.  The brakes were in good working order.  Mrs. ******** purchased the vehicle several days later.  The vehicle was brought in 2 days after purchase due to the Check Engine Light being on.  Diagnostic testing revealed the cannister purge valve was not operating correctly. This valve is designed to release pressure from the fuel tank to enable fueling.  It in no way has anything to do with the braking system on the vehicle.  At no time when the vehicle was in for this were the brakes or any part of the braking system touched.  While the vehicle was here for service we provided a loaner car for her to drive.  In addition, the repair was completed at no cost to her.  After the accident, Mrs. ******* came to the dealership and requested that we refund her the money that was used for the down payment and an additional $500 for her insurance deductible.  We pulled a complete warranty history on the vehicle and there are no entries in there stating there were ever an issue with the brakes.  In addition, we pulled a carfax report.  There were no entries in there that would ever indicate an issue with the brakes.  Mrs. ******** was advised that if she felt that there was a defect with the braking system to contact **** ***** ******* and her insurance as they would be the ones to investigate the situation to determine if there was a fault with the system.  She continued to insist that we refund her them money.  When explained that we could not just refund the money on the vehicle Mrs. ******** stated that she was going to get an attorney.  At that point our conversations stopped.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was interested in buying a Ford Escape from this location and they have pulled my credit told me to send in pictures of the vehicle that i was trading in so they can appraise it. I informed the dealer that i was 30 mins away and that i wanted to know if anything was going to be approved before i made a trip. The rep told me that she understood the concern. Then they said that i needed a cosigner which i provided the information for. The manager named Andrew i spoke with says that he needed to see the car that i was going to trade but i had already sent pictures over and that he could not even see if he could get me approved until i came into the dealership which i know is incorrect. I want someone to resolve my issue ASAP.

  Customer response

  08/26/2022

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  08/26/2022

  We did in fact need to see the vehicle that was being traded in.  In cases where the customers credit is such that you need a co signor we need to be absolutely sure of what the value is of the vehicle being traded in.  In a perfect world we would be able to do this with pictures but pictures don't always tell the whole story. It is difficult to see some of the minor blemishes that a vehicle may have.  It is impossible to tell what the tread depth of the tires is.  Has there been water intrusion in the car?  Is there a crack in the windshield?  Without seeing it in person we can only give a broad estimate of what it is worth.  If the payoff is within that window, there may be positive equity or there may be negative equity.  This makes a massive difference to the banks who will be lending the money for the purchase of the vehicle.  If we we guess at the number and submit to the bank and get an approval, then when the car gets here and we find issues that devalue it then the approval will be lost.  We would only need to see the car for 15-20 minutes to get the value to submit to the bank.   We did not need to do this with The father's car as it did not run and had insignificant value that would not have caused the ban to say no.   Please listen to the audio recording of the phone call between the customer and Andrew.

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