ComplaintsforBeau Townsend Ford Lincoln, Inc.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was picked up by the valet 1 February 2024 and returned that Friday the 2nd. I noticed damage to the front passenger rim a couple days later when cleaning the vehicle. Pictures of my vehicle were taken at my home. Then again at the dealership when the vehicle arrived showing the damage. I asked for the pictures taken at my home but I never received them.

  Business response

  02/13/2024

  The customer was emailed pictures of the damaged wheel that we took prior to repairing the vehicle. We will re-send the same pictures. The damage was on the wheel when we picked it up..100%

  Customer response

  03/08/2024

  Beau Townsend valet takes pictures of my vehicle before they leave my home. I would like to see those photos. I asked them to send them to me and they have not.

  Business response

  03/12/2024

  *** *****, 

  The requested pictures taken at your home have been sent to you via email. Thank you.

  Customer response

  03/12/2024

  I do not see any damage to my rim from the picture taken at my home.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03-06-2023 Paid $856.13 for part only I took my vehicle in for recalls and there was a extended warranty 3-6-2023 They mistakes mileage from 430,000 miles to 43,000 miles and changed the dpf sensor They said to pay about 3,000$ but we got it down to pay for parts only 856.13$ Next day truck was on the road it started leaking exhaust fumes from where they changed the part it was damaged and half the sensor was covered in carbon build up. It kept making whistling noises. I called beau townsend ford and the service manager lady said never to come back there and refused to fix their own mistake and I have it on video of her admitting fault but still making us pay for everything, I called ford motor company and they said they’re sorry for all of it happening and they made me wait months and after a while I was able to drop my vehicle off to ford of Beavercreek and they Said “ yes this is a workmanship problem and they Have to fix it” A month goes by and ford motor company calls me and makes me drop off my truck at a different one. they said there is $10,000 worth of damage and they have to replace the whole catalytic converter. And the Dealership that broke it won’t to pay for it. Hopefully you guys can help us.

  Business response

  07/17/2023

  Tell us why here...On 03/06/2023 Mr. *******'s son brought in his 2018 Ford Transit for service.  He insisted on giving us the vehicle mileage and reported that number to us at 48,000 miles.  This was our mistake not to verify the mileage and the actual mileage was 436,184 miles.
  
  After the check-in process, we diagnosed the following issues with the Transit:
  
  
  Faulty Particulate Matter Sensor
  
  Broken Alternator Pigtail
  
  Leaking Right Rear Shock
  
  Fuel Vaporizer Broken Causing a Fuel Leak
  
  Faulty EGR Temperature Sensor
  
  
  We repaired the fuel vaporizer, the particulate matter sensor and reprogrammed the PCM.  After completing those repairs, the technician realized the mileage on the Transit was 436,184 miles.  He informed the service advisor who immediately reached out to Mr. *******.  The advisor gave him the quote for the remaining work and began to discuss that some of the work had already been completed because we assumed the vehicle was still under certain Ford programs that have a mileage cap of 150,000 miles.  We offered two solutions:
  
  The customer would only be responsible for the new parts and we would cover the labor.
  
  OR
  
  We could replace the new parts with his old, original parts and return his Transit to the same condition it was in when it arrived.
  
  After this conversation, Mr. ******* and his son came to the dealership to discuss the matter in person with our service manager.  She offered the solutions listed above and Mr. ******* agreed that this was a fair compromise as the vehicle was no longer under any Ford coverages.  Mr. *******'s son then demanded that all of the issues, including the issues that were not yet repaired,  be covered under warranty at no charge.  He then stood over our service manager’s desk while raising his voice and verbally abusing her.
  
  Our service manager then asked for Mr. ******* and his son to please pay for the parts and leave.
  
  We value all of our customers and work diligently to make things right when we make a mistake.  In this instance, we did not verify the mileage on your vehicle.  That was our mistake, we owned our mistake, and we wanted to work with him to come to a resolution.  We offered to return his Transit to the state it was in when he arrived or we could leave the replacement parts on his Transit if he paid for the parts.  Unfortunately, he chose to verbally abuse and physically threaten our employees.  
  
  

  Customer response

  08/09/2023

  We are going to reject their offer , she lied about my son standing over the table and verbally abusing her I have the entire video to pack up my proof that she lied. They broke it and didn’t want to fix their own mistake. I have proof from another ford dealer saying that it’s workman ship error and it’s their fault and that they have to pay for it. 

  She also lied about my son (*****) saying that he said it was at 48,000 miles which was completely a lie. 

  They checked the miles and she even admitted it was their fault ( on video ) 

  Please ask them for recorded phone calls because lying isn’t okay. 
  

  Please let me know what we can do and how I can send this evidence 

  Business response

  08/19/2023

  This customer was verbally abusive with two of our female staff members and is not allowed back at our facility. There is no workmanship issues and the customer is modifying the entire story. We will not be able to resolve this issue with this particular customer.  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2023, my 2021 Ford Explorer, that was purchased at Beau Townsend Ford in Oct of 2021 started making a small wind sound inside the cabin, like wind was seeping through the back passenger fixed glass piece. I inspected the glass and noticed the corner of the glass was protruding off the frame of the vehicle about a quarter inch. This protrusion was making a wind sound from inside the cabin. The car is still under the 3 year/36,000 bumper to bumper Ford warranty. I took the car there on Jun 8. After having it there all day, I finally get a call from their service department telling me they didn’t realize the glass was bolted to the frame. They thought it was glued. After realizing this, they said they would have to have a third-party glass specialist look at it on a different day. I took the vehicle back a week later and the glass specialist stated there was nothing they could do. The service department at Beau Townsend then told me they had to get Ford Corporate’s approval to do a warranty repair on the glass and after 3 days of waiting, Ford Corporate stated they would not approve the repairs as they could not find any defects with the components of the glass. I then called Ford Corporate who told me the Beau Townsend service department stated they could not hear wind coming through, which is an outright lie. The service representative I was dealing with at Beau Townsend (Dalton) specifically told me he could hear the wind coming through. Ford corporate then told me to take my vehicle to other Ford dealers in the area and see if they might be willing to work on the glass. I called Beau Townsend, and they placed the blame on Ford Corporate and said they could not do a repair on the glass because it would be an “over repair.” They continued to say the components of the glass were not defective but then stated glass on Ford Explorers should not be protruding from the frame. Still under warranty, BT Ford refuses to work on it.

  Business response

  07/10/2023

  We have offered resolution in the way of tearing down the customers window and re-installing. The customer has refused that repair because of the potential that Ford motor will not pay for the repair. Beau Townsend Ford is willing to repair the customers vehicle if either Ford motor company will pay for the repair or if the customer will pay for the repair.

  Business response

  07/11/2023

  Ford has rejected any manufacturer defect on the glass in question. 

  Customer response

  07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: If Ford is rejecting that there any defects with my vehicle and the glass, then how can they state they are willing to fix the issue and have me pay for it instead of them? If there is no issue then what are they claiming to be willing to fix? There is an issue, a visible issue, a visible defect with the car and even though it is still under warranty they are not willing to fix it.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Details: *Transaction Date: Jan 7, 2022 *Amount of service: $285.50 Invoice No. F0CS883047 *Beau Townsend committed to providing me: -Repair blower control knob function. Mechanic could not repair blower function due to parts backorder -Replace windshield wipers. Wipers were not replaced *Beau Townsend committed to providing me, in lieu of repairing the blower knob function: -Repair trunk light. Repaired. *The nature of the dispute: -When I retrieved my car after service was completed, I noticed that the antenna was bent. When I advised the cashier, I was told repeatedly that my car was old, that the service guys were not at fault and that Beau Townsend would not replace it. After a couple of minutes of barking at me, the cashier told me to have a nice day and stormed off in a huff. *Beau Townsend has not tried to resolve the problem. I have done to following to reach an understanding/resolution: 1/7/2022 - about 12:00 p.m. (after I paid for service): Advised the cashier of bent antenna 1/7/2022 - 12:13 p.m.: I called Beau Townsend to speak to the Service Manager, **** ****. I was advised that he was out to lunch 1/7/2022 - afternoon: I called Beau Townsend to speak to the Service Manager, **** **** I was advised that he was at the new Beau Townsend build site and would give him a message to call me back. 1/11/2022: I mailed a certified letter to Mr. ***** *******, General Manager, Beau Townsend 1/13/2022: The certified letter was received and signed-for. Signature's name is not clear.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/03/08) */ ON 1/7/22 MS. ****** BROUGHT HER 2007 FOCUS IN FOR TWO CONCERNS. ONE BEING A THE HEATER CONTROL KNOW BROKEN OFF AND THE OTHER BEING HER TRUNK AND LICENCE PLATE LIGHTS NOT WORKING. OUR TECH. CHECKED BOTH ISSUES AND FOUND THE KNOB NEEDED TO BE REPLACED, BUT WAS ON NATIONAL BACK ORDER, AND THE LIGHTS NEEDED WIRING REPAIRS. OUR ADVISOR CALLED AND QUOTED 2 HOURS LABOR TO REPAIR THIS. SHE CAME IN TO PICK UP HER VEHICLE, AND THATS WHEN SHE CAME BACK IN AND INFORMED OUR CASHIER ABOUT HER ANTENNA. ONE OF OUR SERVICE MANAGERS (ANGEL COLLINS) WENT OUT TO LOOK AT IT AND FOUND THE REASON IT WAS BENT WAS BECAUSE THE RUBBER HOUSING AROUND THE BASE WAS DETERIORATED FROM AGE AND CAUSING WATER TO RUST THE STEM. THIS IS SOMETHING THAT HAS HAPPENED OVER THE 15 YEARS OF WEATHER AND NOT SOMETHING WE DID. Consumer Response /* (3000, 7, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, I do not accept Beau Townsend's response. Despite ***** *******' rude behavior towards me and a lack of customer service by other managers in response to my concern about damage to my personal property, that explanation does not make sense. Firstly, my antenna was not bent before I handed my vehicle over to Beau Townsend for repairs. It was bent when they handed it back to me. Keep in mind that I stayed on the property for the duration of my service appointment. So, from the time that I left my car in the vehicle drop-off bay, I did not touch my vehicle again until after ***** ******* so rudely responded to my concern. Secondly, it is illogical that the rubber housing kept my antenna, which is made of a material significantly harder than rubber, straight since 2006 is the same rubber housing that is now, as Beau Townsend claims is "deteriorated," caused my antenna to bend inches away from where the rubber housing is located. It simply does not make logical sense. Beau Townsend's response is a reminder that just because a business uses the Ford name and logo, does not mean that I will receive the Ford brand level of customer service. Had I checked the Better Business Bureau's website before trusting Beau Townsend with my vehicle, then I would have read just how awful Beau Townsend treats its customers and just how often it happens.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9-15-21 it was raining I traveled to Beau Townsend Lincoln and purchased my new 2021 Lincoln Nautilus Reserve ($65,000) After a couple washes, about a week, I noticed that there was significant damage emerging that was poorly repaired by someone. I requested a meeting with ***** ******* (General Manager) *** ********* (Sales Manager) and *** ******** (Auto-Body Manager). Two days later I met with *** ********* and *** ******** and it was determined that approximately 30% of the car needed to be repainted including the Tuxedo Black Metallic Base coat. *** ********* said he would call me back in two days, but didn't for several days. I filed an official request with Lincoln to replace the vehicle with the same vehicle. I received information from Lincoln that they wouldn't replace the vehicle and *** ******** called and made the appointment with me to drop my car off the week of Thanksgiving and to pick up my Lincoln Loaner for the week or so to repair the car. In the mean time Beau Townsend failed to pay off my traded vehicle causing weeks of sleepless nights and making my previous loan late and forcing me to make additional payments on my traded vehicle. I correctly filed a complaint with Lincoln Corporate for poor communication and them not paying off my trade even though it was for sale in another state. *** ********* Irate that he received a deserved poor review called me and yelled at me for 40 minutes explaining that his dealership was NOT going to repair my $65,000 New Car because in his words "I wouldn't be happy with the repair." He even brought my US Army Service Connected Disability into the 40 minute tirade saying my possible medication caused me to misunderstand what he said and agreed to with respect to repairing my car and the timeline. He told me to take my car elsewhere. I followed up with Lincoln Corporate and they are looking for a resolution. This is the worst I've ever been treated by a Dealer. In my opinion BeauTownsend Lincoln is the worst.

  Business response

  11/18/2021

  Business Response /* (1000, 15, 2021/11/16) */ First of all, I would like to say that I have a profound respect for all the Men and Women that serve and have served in our Military. Mr. ***** is one of those people and I thanked him for his service when I first met him. Mr. ***** contacted our dealership interested in a Lincoln Nautilus that was in our inventory. My salesperson set up an appointment with Mr. ***** to come see said vehicle. Prior to Mr. ***** arriving he requested the vehicle not be cleaned . The vehicle was located in our service drive under bright light for Mr. ***** to inspect. Mr. ***** spent in excess of an hour going over the vehicle top to bottom and agreed to purchase the unit. Mr. ***** took delivery of the vehicle uncleaned per his request. I have been in the business with the Lincoln brand for more than 30 years and have only witnessed this a couple of times. Though this is not a request I suggest, I honored the request for the customer. All was fine With delivery and client. I take customer satisfaction very serious, this dealership, my salespeople and myself have been nationally recognized for what we do here at Beau Townsend Lincoln of Dayton. Mr. ***** sent me an email approximately one week to ten days after purchase requesting one of the Dealer Principles, myself, and my body shop manager be present when he came to our dealership to express concerns he had with the workmanship of his vehicle. When Mr. ***** came to the dealership my body shop manager and myself greeted him. Mr. ***** proceeded to show us what he felt was unacceptable workmanship in the vehicle, I concurred. Mr. ***** had also washed the vehicle several times and had not noticed the issues until just prior to bringing it to my attention. I assured Mr. ***** that we would do our very best to make the repair as close to perfect as possible. Mr. ***** then mentioned that it must be "Perfect". Vehicles of every make and model have corrections with fit and finish concerns rather often and have to be corrected at the plant. I told Mr. ***** since he has requested a buy back of the vehicle from Lincoln that his communication would be with them, that I must step away until there was a solution to his request. I also let him know if he needed anything or had questions to please contact me. I received an email just a few days later from Lincoln that there was no basis for said buy back. I knew that this was not a "buy back" qualifying issue, however I was standing with the client as I always have on any issue. I spoke with Mr. ***** about the denied request and proceeded to get him in contact with my body shop manager to schedule the vehicle in for repair. I contacted my body shop manager and asked he call Mr. ***** promptly that day. The following morning I call my body shop manager to see if he had contacted the customer and had not, saying he would speak with Mr. ***** that day. This is the communication that was missed and I explained to my body shop manager that he needed to call the day we spoke. My body shop manager was able to speak with Mr. ***** and a date was scheduled for repair placing him in front of a number of other clients that were already scheduled as well as provide a loaner vehicle for the time the vehicle would be in our shop. Mr. ***** seem happy with our efforts. within a week of that encounter I received a customer survey from Lincoln that was the worst I have ever received and proceeded to call Mr. *****. I expressed to him I have done all I could to help his unfortunate situation and questioned why he would do so. It was in this conversation that Mr. ***** proceeded to tell me he had been involved in at least one or more buy backs and even had paint problems he claimed with the vehicle he traded which was a 2021 model with a few thousand miles on it. At this time it raised a number of flags as to what I was dealing with. Mr. ***** called me a "liar" saying I was to get back with him on something and did not. I don't recall that at all. He insinuated we repaired the vehicle due to damage that may have been caused here at the dealership. That is incorrect. Mr. ***** challenged my integrity. This is something I do not take lightly since my whole career has been totally based on such. I explained to Mr. ***** that I am not sure why he would say one thing to me then react in the manner he did in reference to our dealership, myself, and the vehicle itself in the survey. I also mentioned that we are under no obligation to even repair the vehicle since he took delivery and accepted the vehicle and that as far as we know he could have damaged the vehicle and he had it repaired, I said "could have" based on the amount of time that had passed. As a very reputable dealer in the area I had no plan other than to repair the vehicle under warranty, schedule him in sooner than people that were scheduled more than a month further and the fact I had been totally up front with him. As it is very clear to date that Mr. ***** may have a rather predetermined urge to do these types of thing with purchases he makes, just a feeling. I welcomed Mr. ***** as a client and proceeded to bend over backwards to make him happy to no avail, this is when I determined that we would be better off severing ties with Mr. *****. He had bragged about a body shop that was in Cincinnati that repaired all types of foreign vehicles he kept referring to. I felt with everything being said it would be best, while honoring the repair of the vehicle that Mr. ***** take the vehicle to the elite body shop he talked so highly of. While it is always my policy to make the customer a very first priority, it was clear to see Mr. ***** was not going to allow this. All this being said the repair that has brought us to all of this was not even close to 30% of the vehicle as well as barely being visible, none the less I take any issue that a customer has serious and did in this situation. Some people, no matter how hard you try you cannot satisfy them as in this case. Mr. ***** had an agenda and when it was clear there was nothing going to make him happy is when I felt it better to part ways, while making sure his vehicle was repaired regardless of how the imperfections happened. Consumer Response /* (3000, 18, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had no agenda with respect to *** ********* and Townsend Lincoln other than to purchase a New 2021 UNDAMAGED $65,000 Nautilus. *** ********* is a Liar and I have absolutely no Idea of what a paint issues on another 2021 vehicle he would be talking about (another ********* lie). I traded a Loaded out 2021 Ram Power Wagon that they took over 6 weeks to pay for (caused issues with my Ram Loan). I think *** ********* should work at a business other than the automotive field as this one is beyond his ability. A person's word is the most important thing and *** ********* has failed on several occasions. *** ********* then tried to lay off his communication, timeline and honesty shortcomings on me, my disability, and his Body Shop Manager. ***** ******* (the General Manager) has repeatedly refused to be involved to correct the poor performance of his sales manager. I personally don't know what issue would be important enough for a GM to be personally involved if this isn't it. Other Lincoln employees have inspected the damage on my NEW car and say that the damage is beyond any Incidental factory damage and repair they have ever seen in decades of automotive business. Business Response /* (4000, 20, 2021/11/18) */ Beau Townsend Lincoln has a 99.9% customer sat rating. Every now and then we have someone that is so unreasonable and without good common sense or rational thought, that we certainly wished we would have not made the sale. That's the case with Mr. *****. He is without rational thought, and perhaps too much time in his hands. He's also very condescending, and seems to be downright miserable in his personal life. We have dismissed him as a customer and we refuse to service his vehicle. ***** ******* General manager BT Lincoln

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my vehicle in for a suspension inspection after an auto collision. I also asked the dealership to check where my oil leak was coming from. I'm the process, they decreased my engine with petroleum based degreasers and used a pressure washer on the vehicle. I researched the process and took my vehicle to another shop for a second opinion and the second shop said what the dealership did caused my alternator to go out and also killed my batteries. The dealership is now refusing to pay for the damage they caused in the total amount of $778.00

  Business response

  09/13/2021

  Business Response /* (1000, 5, 2021/08/26) */ The customer asked us to find a leak on his engine. The engine compartment was covered in oil and to find a leak you must find the source by cleaning the engine. The customer also told us his he had been running on batteries only after his alternator belt broke. Now he wants us to pay for problems that were pre existing and insists that the pressure cleaning ruined his alternator and batteries and not the excessive oil all over the alternator when it arrived. We have refused service and do NOT want him back at our store after he used extreme foul language and yelled at our female employee as well as cursed at me on the phone. Consumer Response /* (3000, 7, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is very inaccurate. I never agreed to have any chemicals placed on my vehicle. I did tell my service writer that I drove 3 miles on my batteries almos 2 years ago when my belt broke and never had any issues. I have taken my vehicle to another shop and they stated that what was done at the dealership ruined my alternator. My alternator has had oil on it for a very long time and never gave me any problems. After spraying it with the degreaser and the pressure washer, the shop in which I took it to said caused the alternator to go out, and resulted in draining both of my batteries beyond repair. I do have a recording of the phone call where the General Manager ************* agreed to pay for the damages as long as I provided documentation that what took place at the dealership was negligent. I have provided what was requested and now the GM is providing lies against me. I have witnesses as well.

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