ComplaintsforWhite's Ford
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Complaint Details
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Initial Complaint
02/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Tuesday March 15th, 2022 I took my vehicle to Whites Ford in Urbana OH after waiting more then a week to get it in. It is a brand new 2022 Ford Maverick & only has 2,000 miles on it. I had put the tailgate down & when I went to shut it only shut securely on the left side not latching on the right side. The vehicle is covered by the Ford 3year/36k mile bumper warranty. When I went back to pick the vehicle up the technician said it actually scratched the inside of the tailgate when it was attempted to be closed. He told me it woudn't be covered other warranty & I coudn't understand why because all I did was attempt to close the tailgate. I asked him what was I supposed to do drive with the tailgate down if I did that I would lose access to my backup camera since it is on the tailgate. He charged a half hour for labor & I was extremely mad because they didn't put any parts on it. He said it was possible the bushing at the bottom turned around & caused this. He said he would call Ford to try to get it covered. I called Ford Warranty on the way home & they said it was up to the dealer to determine if it was under warranty. I find this odd since this is the second vehicle that I've taken there that was supposed to be under warranty which they charged us to fix. When I brought this up to him he never said he contacted Ford & he would have to talk to the owners to see what they said. It finally took him 3 days to call me back telling me it woudn't be covered. I'm going to keep on contacting Ford but there seems to be a disconnect between this dealer & Ford. I have taken vehicles that were under warranty to other dealers that were supposedly under warranty & they fixed them no question asked. I won't be returning to this dealership & to me it seems like if you don't buy the vehicle there this is the excuse you get. He took pictures of the vehicle he was supposed to send to Ford but he didn't even mention talking to them when I brought up talking to them.Business response
02/26/2022
The reason we did not cover this repair under the warranty is due to improper use. The tailgate had been removed or something because the right thumb of the tailgate was not in the cup where it belonged. When the tailgate was shut it damaged the left beside of the vehicle and the right striker hit below the right latch and caused considerable damage as well. We only charged a half hour repair which was $56.31. I had two technicians work on it due the the tailgate being pinned shut since it wasnt in the holder correctly. There is really nothing to submit under warranty for payment when it is caused by the user. If we attempted to submit it to Ford we could get in trouble for trying to fraud the warranty. The customer is more than welcome to call Ford customer assistance for a refund. I would be willing to meet with the customer to show them in detail the issue so they could explain it to Ford better. I am sorry the customer is upset we charged them but I feel my two technicians would not be happy if they were told to fix it for free. We are just simply the service center not the manufacturer. Again there was no malfunction of the vehicle to send to Ford for a warranty claim.Customer response
02/28/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
it is total ******** saying they would get in trouble if they tried to submit the claim to defraud the warranty. If that’s
the case then why did ** saying he was taking pictures of the vehicle and would send it on to Ford in the morning. I called Ford & they said it was up to the dealer to submit to see if it was covered by Ford. I relayed this info to whites he then changed his story saying it was up to the dealer to determine & he was saying he would have to talk the owners. It took him 3 days to call me back to to tell me it wasn’t covered. This is the second vehicle we took up there & they said it wasn’t covered my warranty
Complaint: 16789176
I am rejecting this response because:
Regards,
***** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.