ComplaintsforAdvantage Ford Lincoln Sales, Inc.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On May 10, 2020 at around 9 AM I entered the Advantage Ford Dealership in ******* **** and talked with sales person **** **** who I have communicated via email in the previous days about purchasing a new 2022 Ford Escape. I told **** **** that when he writes up the repair order (RO) for the (PDI) Pre-delivery inspection that I do not want any dealer installed accessories. He said that he has to install wheel lock and there is nothing he could do as Ford and the Dealership owners required them. I advised I would not purchase if that is a requirement and then walked out the door. Then later on May 10 at around 2:47 PM **** emailed me and said that wheel locks will not be added to the order. I emailed **** the custom build and went in on May 11, 2022 to finalize the deal. I was again advised no wheel locks would be charged or installed. **** provided that attached printout with the price $37,015 and advised that is without the Ford $1000 rebate incentive which the price would be $36,015. On July 27, 2022 I was advised the vehicle arrived. I picked it up and asked **** who advised there was no wheel locks installed and he did not advise that the price increased. He quickly had me sign the paperwork and had the finance person complete the Ford Finance paperwork in another office. After leaving the dealership I parked the vehicle and observed wheel locks that **** **** said would not be installed or charged. I read the bill and it was $37,225 for the vehicle not the price of $37,015 that I was told. I should not have trusted the dealership. They charge $210 for the wheel locks that I was told I would not have. I included the quoted and bill and the email sent by **** **** saying the wheel locks would not be installed. Advantage Ford needs to refund the price and remove the wheel locks as I do not like wheel locks. There were thousands of people that was waiting for my experience and when I advised them of this, they will not be purchasing a Ford and they will be telling

  Business response

  09/02/2022

  Business informed BBB the the price increase was not due to the addition of the wheel locks.  Those were provided on the vehicle without charge.  The price increase was from the **** ***** *******.  Fortunately, the consumer had price protection, but the business had to apply for the refund.  The business has received the adjusted invoice and a check has been written for the consumer.  The sales rep did contact the consumer regarding the matter.  The consumer is welcome to stop in and collect his check or the business will be happy to mail it to him.  The business just requests that the consumer let it know which he would prefer.

  Customer response

  09/09/2022

   
  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.

  I accept even thou I advised at the time of order that when they write up the repair order (RO) for the (PDI) Pre-delivery inspection that I do not want any dealer installed accessories and no wheel locks. I accept even thou this Dealership always claims “we have no control” when they should not use that as an excuse as it makes them weak. When a customer orders a vehicle the Dealership does have control by not installing things when it arrives at their facility. At least I gave the local Dealership a try and can continue to advise others about this so they can buy elsewhere. I am glad did not purchase the Dealership's service agreement which would have been an additonal $2000 as I can use my own mechanic which does not use the no control excuse and has excellent customer service and had kept my previous vehicle running for 20 years and counting. Advantage Ford should take a lesson and get better customer service. I was there for a few hours when purchasing so they was plenty of time to advise of the refund process. I am not sure what would have happened with the refund if I had not contacted the BBB. I will await the refund to be mailed by the Dealership. Thank you.

  Sincerely,
  
  ******* ********

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/26/2021 I took my vehicle in for recall work, brakes, and tires. I go to pick up my vehicle now I have no power steering and they claim I dropped it off that way. The service dept said it will cost thousands of dollars to replace and they can do it but I have to pay for for parts and labor. I have never had steering issues in this vehicle but now after I take it to them I have no power steering.

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/10/28) */ The vehicle came in for the following items, customer requested two new tires, possible front brakes and a fuel flange recall 16s41. The vehicle was dropped off using the night drop, this was the first time the vehicle had been to this shop. I wrote the order and dispatched the work order to the tech, tech came back in stating wont start, contacted the customer and he stated must push very hard on the key to start, which we did and drove the vehicle in, tech came to me stating that the steering would work then when almost in it stopped having power steering. We performed the requested work stated the vehicle and the steering once again was working, but on test drive once again quit. Again having no history on the vehicle we completed the work and tech noted his work performed and the steering failure, customer came and picked up came back in stating the steering has lost its power steering, i stated to him the tech noted this and also told me about it. I explained to the customer that it was nothing that we had did but most likely the electronical part of the steering has failed or the sensor in the steering column has failed. Customer stated that he would not pay to have looked at or fixed because it worked when he brought it to us, again first time in with no history of the vehicle and tech bringing it in had the steering fail. The dealership did nothing to cause the concern and the customer didnt want to have to pay to test, gave the customer a verbal statement saying that the electrical steering gears have failed on many of this style vehicle and there is no recall shown on his vehicle for this. Customer did leave very upset because I stated the dealership was not going to pay to fix his vehicle nor did we do anything to cause the concern. vehicle is a 2010Mercury Mariner with 131,398 mile.

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