ComplaintsforSarchione Ford, Inc.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my truck towed in and was dated in on 02/ 12 / 2024. At that time I believed we had a legitimate warrant extended warranty for my vehicle showed them and they took a copy of the warranty information because we needed to have a diagnostic done they were aware that we were using the warranty Neil had warned us that he could not do any work until he had notified the warranty company understandable the warranty company came back and said they would not approve to fix the vehicle so I paid for the diagnostic and my truck is still sitting there because now I have to have it flat bedded out because they literally have it torn apart with pieces in the back of the truck and hanging out from under the truck they refuse to put it back together unless we pay for it this is unacceptable we should at least be picking the truck up in the condition that it was towed there in now there's no way of knowing if all the pieces and parts are there or what's even going on with it now other than they said it needs a motor Replaced and they want to charge us almost $15,000 for a motor to be put in we didn't even pay that much for the truck this is absurd and very unprofessional

  Business response

  03/15/2024

  [[BBB transcription via email, see attachments]]

   

  I am in receipt of your February 24, 2024, letter regarding the above-referenced
  complaint. This letter serves as a response to the same.

  
  On February 12, 2024, the customer brought his 2011 Ford F-150 with 178,833
  miles into our service center in Randolph, Ohio. The customer complained that his vehicle’s check
  engine light was on, and that the engine was making loud noises. The customer was advised that
  the oil pan to the vehicle needed to be removed so that the issue could be diagnosed. Customer
  approved this approach. See Exhibit A.

  
  After removal of the oil-pan, it was determined that the engine needed extensive
  repairs. See Exhibit B. Sarchione submitted the repair request to the customer’s warranty company,
  which said warranty company declined coverage. See Exhibit C. The customer advised that he did
  not want the repairs made, and requested that Sarchione reattach the oil pan, among other things.
  Sarchione complied with this request after receiving payment on February 27. The vehicle has
  been sitting on Sarchione’s lot for several days. The customer has thus far not retrieved the vehicle.
  Sarchione, gratuitously, has not charged the customer for leaving his vehicle on the lot.

  
  Based on the foregoing, Sarchione respectfully declines Customer’s proposed
  solution. Sarchione performed the requested work on the vehicle and is entitled to said
  compensation. The customer is welcome to retrieve his car from the lot.

  
  Please contact me should you have any questions. 

  The Customer’s vehicle has been sitting on our lot since late last month. It is in the condition it was presented to us in and is not, as the customer alleges, in pieces. We’d request that the Customer immediately remove the vehicle from our property. We have not charged the customer any storage fees despite it being on our lot for nearly a month, however, if the customer doesn’t retrieve the vehicle soon, we will have to tow the vehicle.

   

• Initial Complaint

  08/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  03/01/2022 was the date I bought it. 07/23/2022 was the day it broke $16,000 on a loan $360 a month for 5 years Ford has been having issues with the Ford escape transmissions, they said something on the inside of my transmission fell apart after owning it for only 4 months it was a Ford certified vehicle. They are trying to charge me $6,400 for the vehicle to have a whole new transmission but are reluctant to acknowledge the recall on a bushing for the transmission that I never got a notice for. It had 91728 miles when I bought it and it broke at 102755 miles I want either a repair to be done on my vehicle or to be refunded the money I put into it which is 4 months worth of payments plus a $3,100 down payment

  Business response

  08/29/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 8/29/2022]]

  ************ ********* ,

  Investigator & Dispute Resolution Consul

  Dear ******* *********:

  Response to Mr. *******'s complaint number ********.

  He purchased a 2014 Ford Escape 1FMCU9JX8EUC98892 with 91,530 miles. It was not a Certified vehicle but did come with a 90 day 5,000 mile warranty on the powertrain. Mr. ******* had the choice to purchase additional warranty but declined.

  Mr. *******'s vehicle was towed in on 07/29/22 with a complaint that the vehicle would not move. We generated repair order ******, vehicle at this ***e had 102,775 miles. We dispatched it to a technician and it was diagnosed as internal transmission failure the best repair option is to replace the transmission with a Ford remanufactured unit. It carries a 3 year unlimited mileage warranty.

  We had to quote the repairs to Mr. ******* because unfortunately he has driven the vehicle 11,205 miles the warranty limit is 5,000 miles.

  We would be willing to help reduce the cost of the repairs and bring the repair es***ate to $5476.13 not including tax that is a savings of $913.00. Remember that this is an es***ate and there maybe additional material and parts needed to complete repair.

  If you have further questions, please let me know.

  Sincerely,

  *** ********

  Service Director

  Sarchione Ford Randolph

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

  ************ cell

   

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