ComplaintsforLegacy Ford Lincoln

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/2/23 I went to legacy Ford with a preapproval for a 2020 Ford edge with 10.45% interest rate. It was advertised for 25900. My salesman was Chuck. They confirmed the price of car as 25900. I was given my first financial alternative worksheet that had the price of the car 25900 and additional items at 2900. I asked about the additional items and chuck brought out his sales manager Arron. he explained that it was multiple things. At that time I told him I only want to add GAP. Arron then brought out a second worksheet that showed the price of the car 25900 and additional items at 995. At that time I was told the 995 was GAP. I hen told them I had one more car to look at and left. About an hour later I returned to purchase the vehicle. Once in financing I noticed the price of the car was now 26895 with Gap 995 included on a lower line. The interest rate was now 10.95%. I questioned the change in price of car and was told that was a non removable item of 995 ( ceramic coating, wheels, windshield and key fob warranty). I stated that I only wanted GAP and showed the worksheet. The finance guy said I must have misunderstood and that GAP was in addition to the unremovable items. I was told Capitol one increased the rate. I was upset and walked out but returned 10 minutes later to purchase the car because it was a good price and a good car. I was told it should have never been sold at that price and they weren't going to make any money The next day I noticed I didn't receive a wheel lock or any paperwork on the warranty that was added on and I texted my salesman Chuck who responded he will get with a manager. I didn't hear back and texted again. He said he was busy. I called on 11/3/23 and spoke with Sales Manager Arron and explained the same issues. He said he would have the finance manager email me the paper and he would text me to get a picture of the wheel. Didn't hear back. I am requesting 995 refund for something I didn't want or receive paperwork for .

  Business response

  12/01/2023

  I communicated to the customer Ms ***** via email when she sent me complaint and expressed that I would pull the information she requested. I then emailed her back the requested information ( see attached ).I also have attached the Email correspondence that was sent to here immediately after receiving email from Ms *****.  I know that she originally left the dealership to shop other vehicles and then came back and purchased with protection package installed on vehicle. It is Legacy Fords goal to make sure every customer is treated fairly and honestly if she wants to reach out to me personally she can email or call.  

   

  Patrick Sexton 

  GM 

  Legacy **** 

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the shortest version of our story possible…Worst experience ever. Bought a used truck that was $80k. It has been brought back to their “service dept” for multiple repairs/issues. The staff members could care less to communicate, or stay in contact. Supposedly now computer system is down so parts can’t be ordered. Always an excuse never any care or resolution. This truck has been in the shop more than it has been driven(bought in November 2022). Had to contact Ford’s Corporate office in order to get an answer at all. The GM Patrick will NEVER call back, always at lunch/not in and will have one of the sales people/managers talk to you. Once again the truck is currently at their service department and has been there over a week. They don’t feel the need to contact us at all. How these people keep the doors open is unbelievable. UPDATE: After filing a complaint with Ford Corporate, suddenly the same day the dealership says my husbands truck is ready. Seems odd to me that you are able to fix the vehicle so quickly when everything was such a disaster according to your employees. All around BAD business! Y’all are a car dealership it is your job to handle your business properly, no excuses. Maybe if you acted like a team and and took care of people that spend tons of time and money dealing with your back and forth issues, things might be different. Unfortunately y’all are a bunch of cowards and have ZERO communication. Another problem is when you buy a vehicle that’s in “excellent” used condition and talk this truck up to be something IT IS NOT it just shows the character of the people you’re dealing with. Obviously after as many times that he has had to bring it back to your amazing “service department” it starts to make a reputation for the dealership. And if y’all can’t/don’t know how to run it properly this in return will happen. My husband is a very nice man and never has issues like he has had with you all. Imagine making truck payments for a truck that sits in the shop more than it has been driven. If suddenly you’re having a change in management and all of these reviews/complaints, there’s obviously a problem!!

  Business response

  05/01/2023

  The customer purchased a Pre-0wned vehicle and had several issues After the purchase some we needed time for the technicians to reproduce so they could diagnose properly. we did cover the repairs under warranty but unfortunately the process had taken longer than we expected. we should have done a better job communicating through out the process. 

   

  Patrick ******

  GM

  Customer response

  05/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be ok to me. There’s nothing further you can say to this dealership. They know and it will continue to happen to others until they get communication and not be liars. Lesson learned for sure!
  
  
  
   
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dropped my truck off on Wednesday am for brakes, and cab mounts. Received a call, and text from red that I also needed front wheel bearings. Total cost would have been ~$4800. Because there was a question if there would be time for the cab mounts, I opted to pass. red called me back about 10 min later and "offered" me a "one time only opportunity" they could do all the work for the bargain basement price of $3700. So, cab mounts, brakes, and bearings would be $3700. Picked my truck up, and later that evening I looked at my bill. red, also added an oil change, (not needed had ) But red also added fuel filters, not needed as they were done my last oil change. In total, $326.25 of unauthorized services. The very next morning my truck continued to make squeaking noises from the cab. Saturday, I called red to let him know what was happening. No response. I texted him Monday am, and he wrote back apologizing, and said just bring it back. No loaner, no rental available. red completely ignored my text messages Monday into Tuesday, until I called him out for ignoring me. He sent me a message saying he hurt his leg Monday. He couldn't call back, until I called him out?? He sent me a text with a picture of his injured foot. See attached. After telling me they had no loaners, and no rentals available, I told him to let Enterprise know I needed a car, could pick it up Wednesday, they could bring a car from another Enterprise location. So, Wednesday I went to pick up the car. No car, no reservation, no cars available. Got a car the next day and left my truck. No word from the dealership all day. Text the next morning. Response was waiting on the mgr to drive my truck, 2 techs drove, no squeaking. Supposedly Mgr hears better? Picked my truck up, and leaving the dealership I heard the squeaking. I sent a recording to red. Zero response. They are paid, so customer service is out the window. Unauthorized charges, poor workmanship, and a picture text of feet. Pretty sad.

  Business response

  10/11/2022

  
  Our Parts & Service Director (Gerald ******) reached out to the customer and discussed the issues in this case. We refunded the customer $326.25 which is the amount he said were unauthorized services. We also refunded the customer another $45.00 toward a rental charge he had from Enterprise Car Rental. The customer was satisfied with this resolution.
  
  Thanks,
  
  Eddie *******, Service Manager

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Purchase 8/31/2021 2021 Mach 1 Mustang Velocity Blue Price Paid $69,115.13 Car was purchased new with a defect from factory being a ripped leather seat. I was initially told it was going to be replaced. Then after several attempts to fix it and numerous visits they finally replaced it 5/18/2022. I have put over 900+ miles on my vehicle. Spent over 200$ in tolls. I have also spent over 350$ in gas going back and forward for the same 1 issue. There is also a balance of 20$ in toll fees that were put on my tx tag after they took delivery of my trade in which was never refunded. I emailed General Manager Patrick Sexton for fair compensation in form of Ford Pass points in the amount of 1200$. He transfered 500$ but refuses to issue the balance of 700$. I reached out to him and his response was no. [email protected] Patrick Sexton

  Business response

  06/01/2022

   

  Attn:BBB

  I have responded to every email that Mr ****** has sent me with a resolution to fixing the initial issue of his car seat which had a slight scuff on it during delivery in which we agreed to fix. Initially we used a interior detail company to repair but he was not satisfied even though it was a very good repair. He reach out to me with the request of a new seat cover $1000.00 in ford pass points and pay for gas tolls and detail his vehicle. I replied immediately and said I would order the seat cover and for the inconvenience I would good will him 100,000 Ford pass Points equal to $500.00 and make sure his vehicle was detailed when we installed seat cover.  Email reply  Feb 21  2022  (MR. ******, 
  I am very sorry that we didn’t do our due diligence and order the correct seat cover I am working with Valentine and the parts department to get the correct seat cover for you. I’m having valentine gas and clean your car before you pick up also in the meantime I have added 100k Ford pass points to your account which is the equal to $500.00 for the inconvenience of coming back and forth to the dealership. ) This May the seat cover finally arrived and he brought his car to have it replaced. I was out of town but my service advisor said that the customer was satisfied with the repair and we did a complete detail and oil change. Mr ****** also requested the original seat cover back in which we have to hold until Ford inspects to make sure we did repair I expressed that if Ford lets us keep seat cover he could have but if they want it back we would have to comply. Then I receive additional email from Mr ****** requesting another $500.00 in Ford Pass , Full tank of E85 fuel ( we do not have ) detail We did and free oil change.  I then replied (:Alejandro, 
  I will make sure your vehicle is detailed I don't believe our fuel is E85 so sorry cant do. I also already Good willed you $500.0 in fordpass points so if you want to use those point for a full synthetic oil change we can have done here at the dealership ! If you want I can do 50% discount on Full Synthetic oil change to compensate you for the $20.00 in toll fees not refunded.  )  I have 4 repair orders  total here at dealership  He lives 44 miles from dealership round trip 88 miles total miles 352.00 not 900 but I wanted to make sure he was happy and that's why initially compromised with customer and good willed him $500.00 in Pass Points for him to ask for more is beyond what I agreed to do and will not be held hostage over reviews and surveys.  

   

  Regards, 

  Patrick ****** 

   

  Customer response

  06/02/2022

  Total visits to Legacy between my son and I were 12=1056 miles. I have attached just mine. I have also attached my points history. Points given by you 2/21/22 100000 which =500$. On 5/25/22 points were deducted on what you state was a free oil change. Mr Kenya ****** can attest to all the numerous times I have been there. The 4 visits you stated are wrong. The detail company can also attest to the numerous visits they attempted to fix it. The gentleman name is Trey 281-********. Everything I am saying can be proven with multiple witnesses,toll records,Google map history and your detail company. Ford Motor Company also has record of my initial complaint. I feel as in what I am asking for is only fair as I know it is less than what it has actually cost me in my vehicle devaluation, gas,tolls and time.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Manager is unprofessional, gave me a smart attitude when I brought to their attention they broke my transmission.. refuses to escalate situation….. BACKSTORY Transmission gave out after it was serviced less then 4k miles ago got it looked at by my shop the transmission filter was hanging on by one bolt that was half way screwed in the other screw…. Well it was in the transmission fluid pan Now legacy ford is claiming to have never touched my filter but all this is happened right after it was serviced sooo….Ig they were just loose from the factory (sarcasm) there is no coincidence that my transmission just happens to give out and the filter just happens to come off right after it was serviced here, legacy ford quick lane tampered with my transmission fluid filter

  Business response

  02/24/2022

   

  In response to Nathan **  

  My Service Director gerald ****** has left messages for Mr **  with no response or call back. I did look at the work we completed on the Mustang and we do a Fluid change on the transmission and there were no issues immediately after the change of fluids. My Technician did notice that the Mustang was highly modified and had tires specific for drag strip use which may have contributed to the complainants problems after his service here. Mr ** has been very hostile to my employees here at the dealership even threatening them with harm .  He has taken his car to a independent non certified Ford dealership and never came back for us to inspect the damage he said we caused. I authorized my service director to work with this customer even though he has been unreasonable without any response but if he wants to work with us he needs to Call back Gerald ****** Service Director 832-363-2130. 

   

  Patrick ****** 

  GM 

   

  Customer response

  02/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    Transmission was perfectly fine before servicing here and it just happens to start going out a few 1000 miles after servicing when confronted about the issue the tech says it was loose from factory and it’s not their fault refusing to even offer to have it looked at, now I can’t go with out my car so obviously I will get it fixed else where and not at the same shop that broke my car in the first place

  transmission filter bolts do not come loose from factory, they were 100% tampered with by legacy ford

  
  

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