ComplaintsforFerrario Auto Team

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ferrario **** service department has had my truck for 71 days. Dropped it off at **** on December 20th, 2023. On January 15th they said the timing chain is significantly stretched and needs to be changed even though another mechanic said the chain was fine and it needed a camshaft sensor and turbo replacement. They said they would start the work on the 16th of Jan. After several failed attempts to reach the service department manager Nicole by phone I went to the dealership in person on January 25th, I asked to speak with the manager Nicole but was told she was "busy". The gentleman I spoke to said the timing chain wasn't even started yet but it should be done the following Monday on January 29th. I called on January 29th and was told the mechanic started the timing chain replacement but stopped because there was metal shavings in the oil. She said her mechanic said the truck just needs a new engine and she would call me back the next day. Went to speak with her in person on the 31st, again she was unavailable. Finally heard from Nicole on Feb. 1st, she said the warranty company wanted a tear down to find the cause of failure and her mechanic would do it over the weekend on Saturday and we didn't have to pay for tear down costs. We drove by the dealership several times on that Saturday and our truck never moved from the parking lot, we also took pictures. Called Nicole several times on Feb, 3rd, 5th, 6th, 15th, 16th with no answer. On Feb. 19th I contacted my warranty company, they stated they haven't heard anything from the dealership since Jan 31st and are waiting on pictures of the engine. Nicole called me right after and said she sent pics to the warranty company on the 19th and they're going to want proof of my oil changes. I told her I just spoke to the warranty company and they said you haven't sent any pics. She proceeded to get an attitude and told me she did to and she must have the wrong email. I want them to stop playing games and fix my truck.

  

  Business response

  03/15/2024

  Thank you for bringing this concern to our attention.  The customer's service contract provider has declined to pay for the repair.  The customer has made the decision to stop the repair process.  We can understand that as the repair will be expensive.  We are here and happy to resume the work if the owner wishes to proceed.

  

  Business response

  04/24/2024

  Response taken by phone:  The warranty was rejected by the warranty company and they have acknowledged that they were notified.  We have agreed to put the motor back together with the only expense to the consumer being $750.

  Customer response

  04/24/2024

  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

  11/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rerouted .my down payment of 4000.for a **** car.for there own benefit with out my permission by finance manager

  

  Business response

  11/21/2023

  We have spoken to Mr. ****** on 11/21/2023 at 2:15 pm and the issue has been resolved.  He will be contacting the BBB to let you know.  This was a misunderstanding between the two parties.  If any other information is needed or if Mr. ****** does not contact the BBB please let us know.Thank you. 

  Customer response

  11/30/2023

  Thanks to BBB the complaint has been settled.  Thank you, without you it would not have been resolved with the company.  My heart felt thank you.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 7 I was traveling to Elmira NY to visit my wife's family. During the travel I noticed my car felt like some was loose in the rearend during a left hand curve. I went to Ferrario Ford September 9th and they checked my car out and said it was the upper control arm and the lateral arm was bad on the drivers side. They told me they could have it fixed by September 10th because I was leaving to go back home on September 11th. I tried calling the dealership several times and left voice mails trying to find out if my car was done At 3:30 pm on September 10th I drove done to check on it and they had just started working on it and told me it wouldn't be done till September 12th. Told me parts didn't come in to fix it and no one called me to inform me of this. On September 12th I picked up my car and the bill was about 800 dollars. I noticed driving tge car home on tge interstate it wasn't fixed still having the same issue. I called tge dealership back and talked to the Service department manager about the issue. He said bring it back and they would check it out. I couldn't go back to the dealership because I was already a day late getting home do to them not getting it fixed September 10th. The service manager said have it checked out by a dealership in my home town and contact him. I made the appointment with the **** dealership in my home town and tried calling the service manager back to let him know when it was. I couldn't get a hold of him left several messages no response from him so I canceled appointment. On November 20th I went back to Elmira NY to visit. I went back to Ferrario Ford on November 22 to have them check and see what was wroung with my car. Was told that the right side upper control arm and lateral bar was bad and it need a lined up. I asked if they was going to make it right with me since they didn't fix it the first time. Was told they would fix it but I would have to pay about 800 dollars again. 

  

  Business response

  12/01/2022

  Thank you for writing us with your concern.   You visited our Quick Lane in September on with a concern "left turn rear end gets loose, doesn't do it on right hand turns."   We diagnosed both rear upper control arms with loose bushings, both rear toe links, and both rear shocks.  You requested we change only the left side.  The charge for that was $200 labor and $395 parts, plus tax.  At that time you were advised a suspension alignment was needed to complete the repair.  The alignment was not done due to your time available. You returned to us on November 11 with the same concern.  You indicated other parts had been replaced, and alignment had been completed.  We examined the vehicle and found the right side control arm we previously diagnosed had not been replaced.  We also showed you that it was not possible to perform a proper suspension alignment because the right side toe link is loose and rusted to the point where it cannot be moved.  Whomever did that alignment on your behalf apparently only adjusted the front of the vehicle.  Our November 11 estimate was to replace the right side components that were declined in September, and perform a true four wheel alignment.  Any attempt at alignment without replacing those components will not fix the problem.  You declined the repair. There is no reason for a refund because you only paid for the labor and components actually installed on the first visit.  The original symptom has not been corrected because you declined to complete the repair. 

  Customer response

  12/05/2022

  When i was there in September wasn't told that both sides was bad. The gentleman working at the the service writer counter said that the mechanic checked my vehicle out and the the upper control arm and the lateral arm was bad on the driver side rear. Was never told that both sides was bad. Si had them fix the driver side. After getting vehicle back that was when i noticed it wasn't fixed. I called and talked to the service manager told him it wasn't fixed Was told by him to take it to a dealership back home and have it checked out and they would work in correspondence to get it fixed. But i never got to take it to dealership back home because the service manager wouldn't return my call When i took it back in November to Ferrario Ford they put it on the alignment rack and said it was out of line and the passenger side upper control arm and later arm was bad. I had took the car to ****** **** garage back home and had the car lined up prior to going back to Ferrairo Ford.     

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my **** dropped off in September to get it fixed so the check engine light would be resolved. The part they put on the **** was incorrect and the company stated that they needed to replace a different part. I waited until about beginning of November and stated that I needed a loaner vehicle due to this taking so long. They provided me with a 2021 ***** truck. I brought my license and insurance card. They only took a photo of my license and told me I was good to go. On 12/09/21 I swerved to miss a deer and the truck received a flat tire and there was damage to the right a arm on right side of truck. I had the state police come and do a crash report that night and then the next day I called to tell the company about what had happened. The **** dealership told me to call my insurance which I did. My insurance told me they would cover it but unfortunately the **** company told me that because there was no loaner agreement signed that it would fall on the **** dealership insurance. When I told the dealership this issue the service manager stated that I was going to cost him his job and he was too busy that day to have me sign it. I told him I was trying to do the right thing and be proactive about the damage on the truck. He said the general manager would be handling this issue. In the meantime the service manager (Michael S*******’s) wife called me and asked why I was calling and messaging her husband. I was confused at first about what she was talking about then realized her husband was the service manager and was furious that he had given my number out. When she realized I was a customer she stated that “I am so sorry, he has two kids if you want him haha”. Service manager messaged me and stated sorry I sent your information out to my wife it has been a long day. When I spoke to general manager he was very unprofessional and basically told me my concerns were ******** and refused to give me the number of the owner so we could resolve this issue.

  

  Business response

  12/17/2021

  We are in direct contact with the customer at this time.  There are no updates that the customer is not already aware of.  Will follow up when there is more information.

  Customer response

  12/23/2021

  The matter was financially settled. Unfortunately the state police had to become involved because the owner of the company was trying to hold a vehicle until a separate issue was paid for. The owner stated that insurance information was not provided which was false. Insurance information was brought upon receiving a loaner vehicle and his service manager did not make a copy. The owner refused to acknowledge mistakes made by staff. The owner kept changing his stories and made for a horrific experience. I hope he changes how he does business because no one should have to have the amount of stress inflicted as I did with Ferrario. Very unprofessional. I understand mistakes and accidents happen but to continually try to bully and strong arm your way with customers should not be allowed, especially once it is brought to their attention. The work to my **** was also not complete. The compliant I brought my **** in for was not taken care of, having my **** there for four months I would of expected more competent work. Thoroughly disgusted with this business and how they handle service issues. 

• Initial Complaint

  07/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2020 Ford F150 a year ago, There has been a malfunction in the GPS since purchase and a problem with the backup and front cameras which eventually were recalled. The backup camera took many months for them to get it fixed. I had a list of other problems that I was experiencing they I would make an appointment for and they would not address most of the list every time I brough the vehicle in for the service. When I call to find out the resolution status of these problems my call goes to voice mail they will not return my calls, I have had to go there in person almost every time in order to talk to them (and still learn very little). It has been over a year and the GPS issue is not fixed. This is the most incompetent and inconsiderate dealership I have ever dealt with. I can't believe they can't fix their warrantee problems, can't return calls and don't care about their customers. Going on vacation with camper, issues still unresolved, unbelievable.

  

  Business response

  07/21/2021

  Mr *********** concern with the GPS system is a normal characteristic of that model.  We verified that by examining two other like-model vehicles.  They operate the same.  We do appreciate that the concern is not expected.  We also thought it was abnormal which led us to replace one of the modules which did not help.  The technician is not incompetent.  The GPS is simply not designed to operate that as Mr ********* wishes. There is a software update available now.  We do not know if this particular feature will change but we would like to perform the update.  We have left messages to schedule an appointment. We understand your concern with the phones.  We simply do not have enough staff.  All employers are unable to hire employees because the government pays them too much to stay home.  Please email [email protected] to arrange an appointment for this software update.  It can be done while you wait.  You can use that same email for future service needs.   Please include a copy of this message with your appointment request so the advisor is aware of the discussion.  I know you talked to our Manager, Ken Hart.  If you prefer to email directly with Ken you can use [email protected]. thank you, Don Ferrario

  Customer response

  07/25/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I could have added a lot more information but I thought what I wrote would have been enought to get Don Ferrario to look into what is happening in the service department but that didn't happen, let me elaborate more. First of all, in regard to the GPS not working properly, it does cut out and cut off as the voice says a route number.  I find it hard to believe that this is the way it should work and not just that it doesn't work the way I wish it would as Mr. Ferrario stated.  I was also told each time I took it in that the problem was fixed and when I asked if it had been tested to assure it worked properly I was told yes each time, explain to me how this is honest service.   Now I am told I need to schedule an appointment to have an update done on the unit, what is this update going to do for the GPS?  Is this just another attemp at the process of elimination or is it a known fix?  I have spent a lot of my time taking this truck in for appointments without the problem being fixed.  I was told the technician was going to call Ford about this problem, it would take a couple days for them to get back to me.  I waited two weeks and then couldn't get them to call me back, they hadn't called Ford as far as I know. And, to date, no one has left me any messages on either of my phones or email about scheduling an appointment.  The sales manager called me once after I sent a message and the service manager called me once when I was still at the dealership unable to get my truck because they weren't able to finish the work on it that day.  Other than that... no phone calls, not even a courtesy call to let me know when the truck was ready to be picked up.  Waited over 3 months for replacement of the backup camera and I had taken it in before there was even a recall.  I know there are issues getting parts these days but no one ever touched base with me that entire time.  There also seemed to be some issue about which side would do the work, quick lane or the service area on the other side and they couldn't talk to each other, if the peron in quick lane didn't answer the phone they wouldn't even walk over to talk to them. they might as well be in another county.  The camera's have now been replaced, they had issues calibrating them so it took an extra day but they got it done.  Unfortunately I had brought it in before for this work to be done, and it was never done so I had to bring it back again.  The accumulation of all the experiences I have had has made me very frustrated and concerned with continued maitenance being completed on my vehicle.  I have never experienced this anywhere before, I am retired, I have had many vehicles and many experiences at dealerships.  Hands down this is the worse experience I have had. I feel I was ignored and my concerns were not taken seriously.  Regarding phone calls, I left messages on numerous occasions without replies.  The last time I called at 10:00 a.m., left a message, called again at 4:30 p.m and left another message and got no reply.  When I stopped in to talk in person the first thing that was said was that she wasn't ignoring me.  I believe that sometime during the day someone could have had a minute to just call me back regarding my truck.   Finally, I will call to make an appointment for the update to be preformed.  Regards,  ****** **********

  
  
  
  

  
  

  

  Business response

  07/29/2021

  We understand and respect all of Mr ************ comments.  We are hopeful the software update will address his concern.

*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. ↩