ComplaintsforPallotta Ford, Inc.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 Ford Edge started having issues the beginning of August 2021 with the check engine light randomly coming on and then going off the next time I shut the vehicle off. In September 2021 the check engine light came on and stayed on. We took our 2016 Ford Edge which we purchased from Pallota Ford to the dealership repair shop on 09/27/21. At this time the vehicle had 58,000 miles on it. Pallota Ford told me that I needed a new engine ( I purchased the vehicle 2 years prior). They also told me that my 5 year or 60,000 mile warranty expired 8/20/21. Shocked and disheartened, I took the vehicle to a different repair shop to get a second opinion, where they also told me the engine needed replaced and I proceeded to have the repairs done. The new repair shop provided me an estimate of $6,400. After much thought, I feel like the dealership and Ford should honor my warranty and regardless the vehicle is only a 2016 with 57,000 miles. I contacted Ford (case#********) and they told me that since I ultimately decided to take the vehicle to a different shop that they could not reimburse for repairs, even though they told me it was not covered under warranty originally. I definitely feel like I was cheated and taken advantage of by both Ford and the Pallota Ford Dealership and would like contribution of $5,700 (which was my estimate from Pallota Ford originally) toward the cost of my repairs at the new shop.

  

  Business response

  11/03/2021

  2016 Ford Edge 2FMPK4J93GBB49682 Warranty start date August 20,2016 ** ****** purchased as a preowned vehicle on October 12,2019

  ** ****** disputed our diagnosis as noted on his Google Review posted on 9/29/2021 (attached) stating "all is fine" after he visited an independent non Ford certified service center, which proved not to be the case. On 10/1/2021 *** ******, Service Manager contacted *** ****** to discuss his complaint and requested a copy of the electrical repair as stated in the Google Review. *** ****** needed to cut the conversation short and *** ****** ask that he return he call when convenient. As of this date, no return phone call or copy of the repair completed at the independent service center. ** ****** proceeds to have the engine replaced, (our original suggestion) at the independent shop for a cost of $700 more than our estimate. The engine that was replaced into *** ******** Edge was purchased from our parts department. What is the reason someone would pay $700 more for the same repair? Why should Pallotta Ford or Ford Motor Company be asked to contribute? *** ****** had the opportunity to purchase an extended warranty at the time of purchase but declined. Pallotta Ford is not responsible for any refund of work not completed by our Ford Certified service department.

  Customer response

  11/03/2021

   I am rejecting this response because:
  
  Pallota didn’t even lift the hood of my car when inspecting my vehicle. When I took the vehicle to another repair shop they found a rodents next right under the cover of the engine. This was my original frustration with them and the reason I remained at the other shop for the full repair. Per Pallotas estimate of $5,700 that I previously attached, I had the same repairs done for the same cost. A 2016 Ford Edge with roughly 57,000 should not need a full engine replacement - per my original complaint my check engine light started coming on in the beginning of August and the fact that I was told this wasn’t covered under my warranty because it expired since I brought it into the shop is outrageous! This says a lot about Ford and the quality of used vehicles being sold by the dealership and their lack of commitment to customer service. 

• Initial Complaint

  07/08/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I searched for a vehicle w/ a Z-Plan (discount) & was given a copy of a sticker w/ handwritten amount (approx. $36,900 w/o tax/doc fees). I put a deposit down on 5/13 & Buyers Order stated $32,958.10 total. I emailed back & said it was better than I thought & was told it was correct - Z-Plan price. I said I hoped it didn't go up & was told it could only go up $500 if a rebate expired. On 6/15/21 the car was delivered & I set a time to pick up. Around 4:40pm, I was called & told the amount was incorrect-it was $37,422.32 (BO total: $39,469.65). I explained the BO is a contract & was told it wasn't signed-I asked an attorney & w/ emails it should be. They offered $4k for a trade in, which was not part of the deal b/c I was selling my old car & was valued at $4k private sale (high end). This did not help change anything on my end. They said it was the only thing they could do because of the discount plan, but the contract should have been honored. I don't want this to happen to others.

  

  Business response

  07/09/2021

  ******* ****** purchased a 2021 Bronco Sport through the Ford Motor Company Z Plan which determines the price of the vehicle and not the dealer as shown on the attachment. The $500 rebate she referenced is if ******* had traded a vehicle, which she did not. If there  is additional info needed please contact us. Thank You

  Customer response

  07/18/2021

   I am rejecting this response because: I am not referring to the buyers order that was attached by Pallotta. The one I attached along with the email chain is what I am referring to and was told that even though it is a written contract, it would not be honored. The rebate they are referring to had nothing to do with a trade in. It was a regular $500 rebate for purchasing the vehicle. I was told at certain points that they know it was a legal contract and wouldn't honor it. They said at points it was because it way the Z plan and they couldn't go lower because of their contract with Ford. I contacted Ford corporate and spoke with several people, all of whom said any issues had to be taken up with the dealer. I'd imagine if Ford was truly contacted and the situation was explained, Ford would have had Pallotta honor the contract with me, the consumer. Pallotta stated the only thing they could do was that they could give me more for a trade in (which was never part of the equation until they realized their error). I had my car at the mechanic having minor repairs done and was selling it. I had considered trading it in, but they offered $4,000, which was the high end of the value if I sold it. It did not help me because it was just shifting money. I was also told I should have called them immediately to tell them it was a mistake and they misquoted me. I explained that I am the consumer and had no responsibility to do that, and I didn't realize it was a mistake, but I did say it was better than I thought and they confirmed the price was correct(in the emails). I was also told that I didn't sign the buyers order, so it wasn't legal, which was also a way to deflect. I did ask an attorney who believes it is a legal contract based on the information I provided and to contact the Better Business Bureau. The contract was in effect from the time I put a $500 deposit, and the emails show that and the VIN number is on the contract as well.

  
  

  Pallotta said that this has never happened, but by their actions, it concerns me that this will happen to someone else and may have in the past. Consumer protection is my main concern, but I would hope that Pallotta would make it right in this transaction as well.
  
  

  Customer response

  08/09/2021

  I apologize. I tried to attach both documents and couldn't get them to go through. Here is the agreement. 

  
  

  Best,

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

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