ComplaintsforMaxwell Ford

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DEALER HAS NOT RESOLVED THE PROBLEM, MY CLEAR ***** AND REGISTRATION HAVE NOT BEEN PROVIDED TO ME, OVER 3 MONTHS SINCE I PURCHASE A USED CAR "VIN # *****************" ON 10/17/2023, PAID CASH IN FULL $35,000.00, NOW IT IS THREE MONTHS AND WE STILL DO NOT HAVE THE ***** AND REGISTRATION, *** SAYS THEY HAVE NO RECORD IN THEIR SYSTEM FOR THE VEHICLE. THE DEALER SAYS AN EMPLOYEE HAND CARRIED THE ***** WORK TO *** BUT DID NOT GET A RECEIPT, NOW WE ARE DRIVING AN ILLEGAL CAR? I HAVE CALLED THE DEALER SEVERAL TIMES AND THEY ALWAYS SAY JUST WAIT, IT IS THE *** PROBLEM. PLEASE HELP

  

  Business response

  01/16/2024

  Spoke to customer - plates are still waiting review at Travis County and we will issue another temp tag.  Customer accepts dealers response.

  Customer response

  01/17/2024

  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.
  
  Regards,
  
  **************************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new 2022Hybrid **** F150 in July of 2022 from Maxwell Ford. On December 5th the truck had a service engine light come on and I contacted the dealership. They said to bring it in. On December 6th it was dropped off at the service department with ****** and they said they would diagnose it within 3 days and give me a call with the results. ****** called me on Friday the 8th to let me know a turbo had went out and that it would be repaired before the 12th. They also sent me a video saying my coolant was low but everything else was normal. After days of no updates, I called them again on the 13th and left a message for ******. He returned my call on the 15th and said that the warranty department would not cover the repairs because the truck had never had an oil change and the engine was now full of sludge. I had just checked the oil and it was fine. I informed them that the oil had been changed every 5k miles as I always do on all of my vehicles and they asked for me to provide receipts showing the purchased oil. I sent 5 receipts showing the oil and the filter and they said they would send it to **** and wait to hear back on if it will be approved. I followed up Monday the 18th and spoke with ****** and she said she would look into it and get back with, but no call back. I called on the 19th and spoke to ******* and she said she would make a case number and look into it, but no call back. I spoke to ********* on the 20th twice and she told me the claim wasn't being approved because I wasn't allowed to change my own oil. I have called back almost everyday since then that they will answer and they just keep telling me they need more paperwork from the dealership but the dealership is telling me they have sent everything they asked for. ****** informed me they are denying the claim because the mileage wasn't written at the top of the receipts but they can not provide me anything in their warranty paperwork that says I am required to do so.

  

  Business response

  01/17/2024

  This vehicle was brought in for a customer concern of lack of power when accelerating and a check engine light.  Our technicians noticed oil sludge on the dipstick (picture attached) and oil sludge throughout the engine (pictures attached).  ********** warranty guidelines we opened a case for the customer to have these repairs covered under warranty.  **** (not Maxwell) denied the warranty claim because there was not sufficient evidence that routine oil changes were done or done improperly on the vehicle.  An excerpt from ****'s warranty manual is attached with all necessary guidelines.  We submitted the receipts that were given to us by the customer to **** because the customer claimed they did the maintenance themselves.  **** still refused to warranty the repairs due to the oil sludge and improper documentation of routine maintenance.  This complaint needs to filed with ****, not Maxwell Ford, we do not warranty the vehicles as a dealership.  **** has been given all the documents requested and given to us.  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  charged me $218 penalty for their fault not pay on time the tax

  

  Business response

  11/02/2023

  Vadim,
  
  That tax penalty will not be collected from you and you did not pay any penalty when the car was originally purchased.  Maxwell Ford will have the penalty paid via ACH directly to the state so you should never see any additional bill.  If you have further questions I can connect you with our title department.
  
  ***********************
  General Manager
  ***********************************
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/31/23 I contacted Maxwell Ford in ****** about a new 2023 **** Transit 250 High Roof, stock number PKB66785. It is advertised on their website for $54,209. I contacted the dealership and *** confirmed it was in stock. After I got back from lunch I told him I wanted the van. Then he called me back and changed the price, adding $5,000 as a market adjustment. AKA Bait and Switch. AKA gouging. I'm starting a business, and this is how they treat a worker. Pitiful, but not surprising. They should uphold the price they posted on their own website for this van.

  

  Business response

  11/03/2023

  ****,
  
  I called you earlier today and left a message so we can discuss what happened.  Please feel free to contact me directly.
  
  ****************
  New Vehicle Director
  *********************************
  

  Customer response

  11/06/2023

  Complaint: 20806654
  
  I am rejecting this response because: While Maxwell Ford changed the online price to reflect their markup (*****), it is still not accurate because it states that the extra $5,000 is for dealer installed packages. This van got window tint which is a couple hundred dollars, that's it. No upfitting or anything like that, according to their sales person ***. It's a dealer markup, and should be labeled that way. This is still false advertising, and untrue. I was able to buy two identical vans at other **** dealers with no mark ****************************************************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for a coolant flush and they broke the drain plug to my radiator and are now trying to charge me for parts and labor on a whole new radiator which will be $800 minimum plus I'm out of work with no car for days and my income is an Uber driver, I do that full time. So what was supposed to be a $60 coolant flush is turning into potentially $12-400 in lost wages and paying for THEIR mistake. They have made excuses like it is a brittle part and radiators get hot and so on and so forth. Ok, how is your mistake going to cost ME? My radiator worked perfectly fine before they ruined it doing a service. I haven't paid yet as they are getting a new radiator. I am contacting corporate.

  

  Business response

  10/26/2023

  Your car was brought in to us on the 26th of September for an oil change and you stated there was a coolant leak when we wrote the **.  We did attempt to perform a coolant flush on the vehicle but the radiator plug was stuck and broken.  The radiator plug is plastic and will wear out over time.  Your Fusion is 10 years old and had ******* miles on the odometer.  A copy of the ** is attached with technician notes stating this.  We did discount parts and labor on this ** in an attempt to help with the cost.  Your coolant would have continued to leak due to the plug being old and broken.  If you would like to discuss this further please email me and we can set up a time to meet in person.

   

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

  Service Director

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

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to you today about Maxwell Ford and the negligence, mis treatment and dishonest actions they have shown. My fiance and I have been without our car due to transmission issues for almost two months now. I have emails, pictures and videos to help back this up.While I was away for work the transmission failed and left my fiance ****** stranded, I helped her get it towed to Maxwell Ford near our home. When she arrived with the tow truck to explain what was going on she wa slaughed at a belittled. Fast forward they held the car for 3 1/2 weeks when they only communicated a two week fix. When we got the car back it had no gas, they didn't do the *********************************************** the tire. They had promised as a courtesy to clean the car they also didn't do that.The car worked for about a week then the same issue, transmission failure. So the car goes back in. I wrote an email to their head of service explaining everything. He claimed to be appalled by the comment, belittling, and laughter /mis treatment shown towards my fiance but that ended up going no further then "sorry." Today 8/28/23 ****** called and they said it would be ready around 3pm. At 4pm they called her and she went over to pick up the car. They din't do the 30 mile test drive again, she waited there for two hours for any help or service. They gave her the car back without refilling the gas, again. She drove one mile, now the alignment is off very badly, the lights are flickering and the transmission is shot again. The negligence and liability of handing over a non working car after two months of repairs is insane. She could've stalled in an intersection and been killed. God forbid.

  

  Business response

  09/20/2023

  In reference to this complaint. The vehicle did return a second time. It needed a battery which Maxwell Ford paid for and also paid for 1 day of rental. The vehicle has not returned since. We deemed the vehicle has been repaired with no further issues

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 12,2023 Bought a used 2009 ***** mini van. I'm going to say now I didn't get the extended warranty at the time because I just got full coverage insurance and didn't have the amount they were asking for an extended warranty as I planned on getting carshield in about a month's time. June 15,2023 A month later three lights light up in the dash to include the check engine light. I also had a loss of power in the vehicle. I called the salesman to let him know my concerns and his response was "was it something that I did?" I let him know that I will be bringing the car up to *************** on Monday. At this point I stopped driving and started back to using the transit to get to work, etc. June19,2023 I stopped by ********** for a check engine light scan as it is just around the corner from my house on the day of taking it up to ***************. The scan proceeds to say cylinder 3 misfire. So I drive slowly and cautiously to Maxwell Ford, mind you I live in North ******, off of Research. Once there, I am told that, since the car was sold "as is" there is typically nothing they can do since I didn't get the extended warranty. I told them that there is no way I was about to drive all the way back to Research Blvd with a cylinder misfire as it could cause another cylinder to misfire, resulting in an accident. They say the only thing that can be done is to schedule an appointment to look at the vehicle, to which I agree. I ended up having to use a company shuttle to get home. June 26, 2023 a call from them stating that they can't work on the vehicle because their techs are only **** certified and a number of things are wrong with the vehicle. I spent close to $12,000 to purchase this vehicle, which ran for just one month. I have had the vehicle moved to *********** for a look over and found that to fix the engine will cost $4,382 before taxes, that's just one of the issues with the vehicle, the others are in the uploads. I had no idea these many things were wrong with the vehicle.

  

  Business response

  07/05/2023

  **********************, 

  The 2009 ***** Odyssey you purchased was sold as a Value Line As-Is vehicle.  This disclosure was made several times during your purchase.  Attached are copies from your deal file stating the vehicle was sold as-is along with your signatures confirming this.  Usually a vehicle like this that is 14 years old with over ******* miles would be sold at auction.  Due to the continued shortage of used vehicles we offer these vehicles for sale at the dealership before they are sent to auction.  We only repair the items necessary for the vehicle to pass a *********** inspection.  One of the disclosure documents you signed encouraged you to seek a 3rd party inspection company to check the vehicle before purchase.  As stated you denied extended service coverage through Maxwell Ford.  Additionally your vehicle was financed with UFCU and they also offer extended service contracts to their members- which was probably denied.  

  All Value Line sales are final after delivery and no refunds are given.  Any repairs that are needed after delivery are the buyer's responsibility and all vehicles are sold as-is with no dealer warranty.

   

  Customer response

  07/11/2023

  Complaint: 20276904
  
  I am rejecting this response because: There is no way this vehicle should have passed a safety inspection. I also have video with sparkplugs coated with oil. Nothing about anything being wrong with the vehicle was disclosed at point of sale. 
  
  Regards,
  
  *********************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a new F150 from Maxwell Ford early in 2023, with anticipation of it arriving in the spring. I was told multiple times the $500 deposit was refundable. When the vehicle arrived, there were options deleted which I had ordered. I told the dealer this was unacceptable, but I would still try to take the vehicle if the price was sufficiently adjusted. After much back and forth we were not able to come to an agreement. I told the dealer that I would wait until the options I did want were available and order another vehicle, probably a **** model. After contacting the dealer I was told that 'deposits are nonrefundable' by a very rude member of the sales management team. I spoke to my attorney and he also stated that in general when no service is rendered and there is breach of contract (the truck was NOT as ordered) - deposit are refundable. This is all I want. I cannot imagine why a multimillion dollar business like Maxwell needs to s**** customers like this.

  

  Business response

  07/06/2023

  The F150 ordered by **************** did come in from the factory as ordered.  A signed order form and invoice are attached.  There was an additional CHMSL camera that was deleted by **** that can be dealer installed.  This deletion did not interfere with the 360-degree camera package that was an important option at the time of order for *****************  Also attached is a signed copy of the $500 deposit given when the vehicle was ordered.  Deposits on special ordered vehicles are clearly stated as non-refundable.  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/24/22 Edge AC hot air on one side & cold on other. Service ******************* did not ck all issues req. **** replaced 3 hoses, recharge, ck loose seat. Refused service for front seat & asked ******************** why other items were not checked. He became angry & very condescending. We let him know we were unhappy but we paid and left.5/18/23 took our car back to Maxwell w/exact same problem w/AC as last yr, oil change, & gasket replacement for sunroof which **** said was warped. We took a typed list this time so nothing would be missed & when pointed to ********* desk said no we want someone else. They had car for 2 weeks. On day 4 received a call **** used car sales wanting to buy our car. Unethical!Picked up car 6/1/23. **** was $4023. They charged ** approx. $800 for diagnostics on top of cost of repairs. They did not correct the problem on 9/24/22 & so being charged diagnostic twice for the same issue. I was just going to do a review which I had NOT done in 2022, paid my $4,023 bill and left.When I got home I checked the sunroof. Window/shade opened well but pushing the same button to close the roof shade would not close. Took the car right back to Maxwell. After 15 min up walks ******************* telling me they need to replace the whole frame which was not included on the first estimate as a problem. I said NO I am not doing this again, paying for another repair that you guys messed up. He said well Im sure not paying for it!. My sunroof worked when I brought it in & it doesnt work now. I wanted to speak to the Gen **** I explained what happened last yr & again this yr w/********. ******, GM apologized for ******** speaking to me that way & to give him a day to ck things out & he would take ******** fees off my bill.Did not hear back from J.May, GM or has any fees been removed but received an additional estimate $7,184 on 6/2/23 for sunroof they just repaired 2 days ago for $700. Having the exact same thing happen w/AC having to have it repaired twice for over $5,000

  

  Business response

  06/05/2023

  Good afternoon,
  When ************* came in this time; she brought very specific repair instructions. The main issues were the sunroof and a A/C problem. We did an A/C repair around a year ago which we replaced some leaking A/C lines. This year her complaint is completely different but blames us for not find the issue during our diag last year. The sunroof complaint came with specific instructions to repair or replace the loose gasket on sunroof. When our **** Master Tech inspected the sunroof, he found multiple problems. He felt like he should video all the issues before he continued with the requested repair. I am going to attach the video and the customers instruction to this response. I would like to add when ************* came to pick up her car, she made it very clear that she never had a problem with the sunroof before we worked on it. I told her we would re-inspect our work and if we caused her latest issue, we would do the right thing and take care of it. At that time, I was unaware of the video we recorded and sent to ************* which she watched days before and saw all the issues with her sunroof. The multiple issues with the sunroof were absolutely not caused by Maxwell Ford as you will be able to see on the pre repair video. I have spoken to the employees involved with this repair how we need to treat every customer with respect and kindness no matter what situation come up. 
  Sincerely,
  *************

  I am having issues attaching the video because of its size. We are working on condensing the video because of its importance to the case.

  Customer response

  06/06/2023

  Complaint: 20138379
  
  I am rejecting this response because: this response is a blatant lie. Ask ***** why i told her i would not work with ******** when she pointed me in his direction as I entered the service center. We had the exact same problem with the ** and it was leaking into our passenger side floor board as well as each side blowing different hot/cold air in 2022. Maxwell put a bandaid on the repair and The ** had to be repaired twice for the same issue. Again i paid both times and walked away and was only going to do a review the 2nd time. Maxwell Ford needs to realize that ******** is not doing his job or I would not have rejected him being my service agent this 2nd time or brought a typed list of items needed to be looked at. There are many reviews from other people of similar problems. They can take that advice and do with it what they will. The service manager said he would take the diagnostic fees off my bill and refund that money. He needs to stand by his word. 

  Then the exact same thing happened with the sunroof 2023. I should not have to bring my car back multiple times for the same repair. I am not a mechanic or do I do body work. That is why I brought it to Maxwell, the so-called expert for repair. I told ***** it was loose when I opened my sunroof. Maxwell is the one that told me that the gasket on the sunroof needed to be replaced, no where on their estimate did they recommend any other repairs to the sunroof but the gasket replacement. Only after I got home and checked the sunroof and had to immediately bring it back to Maxwell because now it didnt close did they find an additional $7,000+ worth of work that needed to be done as per 1st & 2nd estimates attached. 
  Maxwell does not stand by their work. I do not trust this Service center any longer. 

  
  Regards,
  
  *********************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was recently in for repair on April 18 2023 for 7 days. The car had a check engine light and codes indicate that there was an issue with the fuel evaporate issue and crackling speaker on the left side.After 7 days with a rental car the car was "done" I did pick it up and almost right away I did notice that the car is jumping when accelerating and the automatic shifting is off doesn't feel right. on top of that, the dashboard went blank black while driving on the freeway intermittently which is very scary not seeing your speed or what's going on. I did attempt to call the service center to talk to ****** (Service Advisor) but kept going to voicemail. I also did contact **** via chat and they did inform me that a manager would contact me and still waiting on that call still waiting on that call and it's April 29, 2023. I did pay 218$ for the service/deductible and 100$ for the rental car I had. ****** the service adviser did say the battery cleaning was not covered under the extended warranty and was 30$ the service advisor did not talk about any deductible.I always had great service at **** Maxwell and never had any issues but this experience is horrible and extremely frustrating I do not have another 7 days for someone to check my car again.Hopefully, those issues can be solved asap and my car running normally again

  

  Business response

  05/22/2023

  I would like to apologize to ************************ for the way the vehicle is running after we worked on the car.  Unfortunately ****** is no longer with the company, and we could not find any messages to return Mr. *********** call.  The ****** charge was a deductible for the speaker and purge valve we replaced under the extended warranty.  The ***** was a battery service charge.  The charges from Enterprise were either for taxes or the insurance on the rental which the extended warranty will not pay for.  We will need ************************ to get the vehicle back to ** so we can diagnose his problem. We will make sure the vehicle has a very high priority and gets looked at the same day. Please have him contact ************* ************ or ************************* ************.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩