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Complaint Details
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Initial Complaint
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The service department refuses to carry out warranty service on our 2023 Ford mustang Mach-E. The plastic clips that hold the load for in the rear hatch area broke and the dealership claim it was due to excessive weight. nowhere in the owner's manual does it specify a specific weight that is not to be exceeded on that load floor., nor is there any warning labels about weight in that area. The vehicle is rarely used and is not used to carry anything really heavy as we also have a truck. There was not excessive weight in the hatch area when the plastic clips broke. The dealership refuses to forward the information of the district service manager and will not repair the car under warranty.
Business response
12/20/2023
We sent Ford Motor company the customers concern. They have changed their mind on providing financial assistance. They will assist in the making the repairs and expect the customer to pull down the negative reviews that they have placed out on the social media sites.
Our Parts and Service Director will reach out to the customer to schedule the repairs once we have the parts avaialbe.
This should close out the issue.
Customer response
12/26/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
****** *****Initial Complaint
06/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On about February 2, 2022, under Geico Claims # ****************. I receive a text stating that would I like to share my experience with Calmer Ford. I gave them my honest experience unfortunately very unappreciated my comment and upon Chalmer Ford barred me from ever coming back. The vehicle was originally serviced for tie rod undercarriage. I'm sorry you felt this way. You sent a survey and asked for my honest review, and I'm sorry my review offended you. Instead of disciplining your employee, you want to discredit the customer by going after the customer. You should check the quality of the employee that would commit such an egregious act against an individual, and your resolve is to dismiss the customer complaint and report as the customer is at fault for the misfortune that happened at your place of business, Do you think I'm making this up? Let's look at the statement of fact. I took my car for repair, and I was told that my car incurred an impact that damaged my vehicle based on a Ford technician's finding. I reported to the insurance since I have full coverage. Ford did a complete full inspection on the car, and no report of engine rod damage was reported. I drove the car to Ruidoso, and the car seemed to be fined. Since they didn't have the part, I returned to Rio Rancho and took it to Ford for the car the final repair. When I returned to Ford, I was greeted by a young Latino guy, not the regular tech I usually reported to. He acts like he doesn't want to get involved in whatever they plan. The young man proceeded to tell me that he had no recollection of me and that all repair was done as far as Ford was concerned. I thought the insurance company reneged on their payment. I called the adjuster and was told that For received the money, and when I returnBusiness response
06/10/2022
We are not aware of any further repairs needed. We did a goodwill repair of an axle at no expense to the customer. The customer was informed that he and our company are not a good fit for each other and the customer will need to have any further repairs or maintenance completed elsewhere.Initial Complaint
02/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We bought a car on or around January 25, 2022. On February 9, 2022. We noticed a leak of blue liquid and the check engine light came on. I called Chalmers Ford and spoke with the service department; they said it would be fine to take it to a *** dealership closer to me to get the car looked at. I dropped off the car at *** on February 10, 2022 and they told me they would get in contact with Ford. On February 11, 2022. *** called me and told me that they left messages and have not gotten called back form Ford and if I can get a hold of them. I called and talked to service who then told me I need to get the sales manager to call *** and give them permission to work on the car. After multiple calls to my sales manager with no response and leaving messages. I told the customer service rep to put me through to any sales manager. I talked to the sales manager it was around the end of the day and he said he look into it. *** called me on Monday February 14, 2022 and said Ford warranty told them we are not in the system yet and *** would have to charge us to diagnose the vehicle. I have been calling Ford to speak to my sales manager or some one since February 9, 2022 and it seems like there trying to avoid me until the dealer warranty expires and I have to pay for every thing myself. They should at least return calls. We have not had/driven my wife's new used car for 8 days now and we only owned it for 22 days.Business response
02/22/2022
Dear BBB,
We sincerely apologize for the communication breakdown. Andy S***** called Mr. ****** to discuss the concern. The vehicle was covered under the *** warranty and did not need the Ford Protect Plan. He emailed Mr. ****** the Ford Protect Claims number of ###-###-####. Mr. ****** said he has the number now and can give to the repair facility when the vehicle needs another repair. This concern should be resolved.
Customer response
02/24/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
**** ******Initial Complaint
05/18/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I am a single 18 year old girl who trusted ford to help me purchase my first car. As part of the sale I was promised a dashboard cover for my car and it was never given to me. I was told that the car had new tires when in fact they were not new and already showed signs of wear an the edges especially. There was also a small gash in the window tint on the rear driver side. I have spoken to my original salesperson at least three times about my dashmat and other problems and she just kept leading me on saying" someone will call you next week" but that never happened. I then contacted the sales manager and he said" he new that they owed me some stuff but didn't know if he was the right guy to talk to" I asked why not because he is the sales manager? He said he would take care of it and call me back. That never happened. We called back again one week later and nothing. We called back today and they said they would call back with my stuff but nothing. Salespeople taking advantage of women.Business response
05/20/2021
We are in contact with the customer and are working with her to resolve her concerns. We fully expect to fully resolve the issue to her satisfaction.Customer response
05/20/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
********* *******We are waiting to be contacted from the business before anything can be deemed satisfactory to me.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.