ComplaintsforMullinax Ford

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new F150 Lightning in March 2023. I was driving it daily with no problems and have brought it in for recall repairs when I was made aware of them. On January 5th I received a notice to service vehicle soon on startup on the display in the vehicle. I also received Powertrain Malfunction / ************* Alert on the **** mobile app. I called Mullinax Ford maintenance department to make an appointment for the issue. I talked to ***** who told me the earliest the vehicle could be brought in was March 7, **** (That was 2 MONHTS and 2 days; 62 days LATER), since I had no recourse, I just hoped the truck would make it that long. Then later that day January 5th I received a message from the mobile app that the vehicle was not charging? I called ***** again and was told I could drop off the truck to get it looked at. I brought the truck in on Monday January 8th and was told there were no loaner cars available. I called Mullinax Ford again on Friday Jan 19th for any updates on my vehicles status or a status on a Loaner vehicle, and was told again, no parts in yet and no loaner available; I am upset with the fact that I paid over $75,000 dollars for the vehicle which has ***** total miles on it and feel as if I am not respected and the fact I have no transportation is not there problem. I have been without transportation for two weeks (16 Days) and have no information on the vehicle or the status of the truck. The vehicle is an F-150 Lighting, VIN *****************, bought March 2023 with the extended warranty, ***** total miles. Today is January 24th I called again today and left a message with the service manager as I was sent directly to her voicemail. and still no update from Mullinax Ford? I need a vehicle to complete my day-to-day activities and any information on the truck and a timeline for a fix.

  Customer response

  01/25/2024

  Mullinax Ford has gotten back to me today (1/25/2024) and informed me that the part is in and will be but on truck as soon as technician can get to it AND that a loaner vehicle is available.  While I am not sure if my BBB complaint has any bearing on this, I am sorry that it takes going to BBB to get any results.  Things seem to be moving in the right direction now.  I will be going to pick up the loaner after ****.   Thank you.  

  Customer response

  01/29/2024

  While the truck is still in maintenance; my issue with not having a loaner vehicle has been resolved.  Thank you.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 1-4-2024, Mullinax ford ******* had an F150 lightning priced online at ***** dollars. I contacted the salesman. He told me that it was an incorrect pricing on the website. This is a classic tactic used by dealerships known as bait and switch.

  Business response

  01/05/2024

  ********************, 

  The rebate you saw on our site was placed in error by our syndicating software between **** and our website. 

  At the beginning of a new month all our old incentives come off the site and new ones are then loaded on. 

  We are sorry you felt deceived by this rebate. We would never intentionally put anything on our site to deceive a customer.

  Immediate action was taken to remove these rebates once we noticed their placement on the site. 

  My team has, and always will treat you with respect and transparency. I hope you can understand this was simply an error caused by our website vendors. 

  We also have several disclaimers on the site in case of situations or errors such as this. 

  If you wish to discuss this matter further, I am always available for a phone call. 

  *******************;

  General Manager

  Mullinax Ford of *******

  **********

   

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2022 recreational vehicle had a brake issue. Corporate **** approved the repair. I was told to take the receipt to the nearest **** dealer. I delivered a receipt for $4,724.37 to Mullinax Ford on September 2023. To date, no one there can tell me when I might get reimbursed. I believe there is other reasons (perhaps personality driven) why my reimbursement is taking so long. The service representative (***************************) I got stuck with is rude, non-empathetic, and provides only vague answers like it will take months. My case number from **** Motor Company **** Pro Customer Experience Specialist that pre-approved my repair is CAS-********-J9G2Z9.

  Business response

  10/20/2023

  Dear *********************, 

  Jaya has done 100% of the required steps to insure you get paid by **** as soon as possible. The claim is in a review status with ***** Please keep in mind we are simply a go between helping the process between you and **** Corporate. The check will come from **** not Mullinax Ford of *******. This process can take some time but rest assured once we see your check come through, we will notify you promptly. -******************* General Manager Mullinax Ford of *******

  Customer response

  10/20/2023

   
  Complaint: 20759487
  
  I am rejecting this response because its just more excuses from Mullinax Ford. Their response is that theyre waiting on corporate ***** Well they ******* pre-approved my repair. Mullinax Ford presents no other solution except wait, which is unacceptable. Warranty repairs are difficult, but Im told reimbursement can come tomorrow or a few months. This company makes excuses, not solutions. I am still without reimbursement or a reimbursement timeline.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased a 2018 **** Expedition *** on 9/11/2022 from Mullinax Ford of Olympia. Couple weeks later we noticed fluid leaking from under the car. We checked the carfax to see if there had been any issues reported recently. Mullinax Ford of Olympia had replaced the transmission on 8/23/2022. I called and made an appointment repair and also left a few messages for service techs to call me back regarding questions I had. Never received calls back and had to cancel appointment due to not being able to get questions answered before repair. I called and spoke with the manager and he answered my questions for me and I scheduled another appointment.My husband I and I decided to take our vehicle into another repair shop based off our experience with Mullinax. We took our SUV into First ******************* on 12/27/2022 and they found the leak was caused by the transmissions vent hose being disconnected. They also found several missing bolts on the transmission which they replaced. We hadn't noticed any fluid leaks after that repair until 3/25/2023 when we were pulling our travel trailer home from the dealership. Transmission fluid had sprayed all over underneath our car and hit the trailer as well. I made another appointment with First Choice and they took a look at it on 3/29/2023. They found no leaks but said they believed the transmission fluid was overfilled and that is why it sprayed out. They think the changing of gears made it spill out through the vent hose. The fluid is now at a good level. I would like to be reimbursed for the cost of taking our vehicle into First Choice Auto for the repairs since the issue was due to Mullinax Ford of Olympia's error on installing the transmission. The first bill was for $122.68 and the second was $122 plus tax of $10.49, totaling $132.49.(oil change not included in total). I have attached a more detailed description of my interactions with Mullinax Ford of Olympia and receipts from First Choice Auto.

  Business response

  04/09/2023

  Thank you for reaching out to share your experience.  Do you have time this week to chat socw can come up with a solution? 

  Customer response

  04/10/2023

   
  Complaint: 19870831
  
  I am rejecting this response because: I would like Mullinax Ford to address what their solution is in writing so it is on record.
  
  Sincerely,
  
  *************************

  Business response

  05/15/2023

  *****, 
  Please email me a receipt of payment for the work performed and I will send you a check for reimbursement.  I am sorry you had a poor experience the first time speaking with our reception staff. Please in the future give ** an opportunity to make things right in house. 

  Customer response

  05/18/2023

   
  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. I have attached 2 invoices for $122.66 and $122.00 (diagnostics for leak portion).
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of this transaction was 8/16/2017 I *************************** bought and 7 year ******* mile extended warranty for a 2016 **** explorer Vin no# ***************** I paid $2184 for this warranty. The dealership decided without telling me the warranty start date would be 6/19/2015 more than 2 years before I bought the car.I called **** premium warranty service with no resolution. I called ************* they did not even return my call.

  Business response

  11/03/2022

  ********************, I am more than happy to discuss how we can make this right for you and ****. Are you available for a short phone call tomorrow afternoon 11/4/2022? You can also email me directly as well at ********************************** Please let me know if tomorrow works for you and we will figure out what happened and how to fix it. 

  Customer response

  11/06/2022

   
  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.
  
  Sincerely,
  
  *****************************

   

  I talked to ************************* from Mullnax *********************** and ************************* has agreed to extend the warranty a full two years. When I receive the extended warranty from ************ I will consider the mater closed.
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mullinax Ford sold us a used car with a warranty that was supposed to last until 11-19-23. They are now refusing to honor warranty because the date in ************* database says 2019. Mullinax Ford should be held accountable for their paper work. They should honor warrant as written on paperwork they sold us.

  Business response

  07/28/2022

  ****, 

   

  Thank you for reaching out to us. I would like to figure out exactly what happened and how we can fix this. Please contact me at your earliest convenience so we can work out how to resolve the issue. Please email me directly at ********************************* or you can reach me at ************. 

  -******************* General Manager Mullinax Ford of Olympia 

• Initial Complaint

  04/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had come to washington with my family on vacation to scout a potential home. We had an accident in the ***** as I hit a rock slide. I took my truck to mulinax **** and was sent to ****** in the service department. He told me he would have my truck fixed with in two months. We decided to stay in washington until my truck was repaired. This was on November 2nd of 2020. He then told me that he had to order a wiring harness from an outside company because **** stopped making the part. He told me that it would take 2 months to build the part. I waited three months and began to call then about the delay. When I could get a call back it was always the same, that they are waiting on the part. It took 8 months to get the wiring harness in. Took another month to get it installed. Then they claimed I needed a new PCM. That took a month because they claimed my insurance company wasn't calling them back to approve the part purchase. I made this a requirement because the **** dealership kept claiming that I needed parts that the insurance company wouldn't cover. So I told them no more parts unless approved by the insurance agent. So then they claimed they couldn't reach the agent. I called him and spoke with him on my first try. So it was another lie. A month later they claimed I needed more power modules because the damage was worse than they originally claimed. That was back in October of 2021. I went in to speak with the manager and he refused to see me. He sent out the sales manager instead. I explained my problem, that me and my family are not from washington and we have been waiting on the truck for over a year. He assured me he would fix the issue and get my truck up and running. I waited a month and tried to call the service manager to get an update. He was busy. He has always been busy and I have had to leave numerous messages for over 6 months with zero calls back. This is intentional and unacceptable to keep me camped out waiting for my truck. I want my truck back.

  Business response

  05/06/2022

  Dear ************, 

  We are very sorry it has taken so long to fix your truck. We have worked diligently with your insurance company to source the various parts required for the job. Sadly because of the vehicles year, and the nation wide pcm shortage; the time to get all required parts was a lot longer than in years prior. My service manager has been calling you weekly with updates, and if you do not hear from him you can always call me as well. Up to this point in the diagnosis we have all the parts needed. Your truck will be getting completed very soon assuming we do not find anything else wrong with it. We will continue to work with your insurance to make sure it is fixed properly. Please again remember you can always reach me if my service manager is not available. 

  -Zach Dodge 

  GM Mullinax Ford of Olympia

  Customer response

  05/23/2022

  I previously filed a complaint ID ********. The complaint was closed because the business claimed i was being called each week about the status of my truck repair. The truck has been in possession of ************ for 18 months. During that time i have been lied to several times about why it is taking so long. the excuses has been that the shop is waiting on parts. But these parts were installed last October according to ******. I was contacted by the Service manager on 4/27/2022 and told that my truck was being pulled into the shop the following morning. I called back on 5/2/2022 and he told me my truck was still not in the shop. He said that he had two other trucks ahead of mine that had been there 6 months. He also told me he would be calling me weekly with a status update. He did call on 5/4/2022 asking why i had said i was being lied to on the BBB complaint. I explained not only the lies I was told by ******, but also referenced his promises he made and didn't keep. He told me then he would be calling me on Friday with an update, and again next Wed if my tuck was still not in the shop. I have not been called once since that time. Obviously, this business has no intention of working on my tuck. I have been held against my will in Washington, waiting on my truck. If this business had been honest from the beginning, about the length of time they were going to take on fixing my tuck, I would have chosen another more dedicated business to perform the necessary repairs. I want to speak with the owner about the issue or I am going to be forced to pull my truck from this shop and hire a lawyer. I am no longer willing to speak with an employee of this business since none of them can be honest and keep their deadlines. For proof of this being a continued problem with this business, just look up their yelp reviews. There are numerous complaints from other consumers about the same individuals and having the same issues of not meeting deadlines as promised, going back years.

  Business response

  07/28/2022

  ************, 

   

  We are sorry it took so long to complete your vehicle. Some of the parts needed had to be sublet out to be built because they were not available from the factory or aftermarket provider. Although it took longer than we would like; all the work approved by your insurance company was completed. Our service manager did explain we found additional issues with your vehicle unrelated to your original insurance claim. These details will be specified in your paperwork. We wish you the best of luck in working with your insurance company to get all remaining issues resolved. 

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Used vehicle February 2022. Had a defect with gas pedal, they promised to fix. Also noticed an issue with paint on hood that continues to get worse. They are aware of the issues. Was in contact with a manager who was gonna hep get it resolved. Now, no one wants to do anything. No calls, no return calls. Nothing.

  Business response

  04/11/2022

   

  *****, 

   

  Was my team able to help get your gas pedal fixed? Was this a factory defect? 

  Please let me know I am still willing to help get that taken care of for you. 

  As far as the paint on the hood I would like to get an estimate from our body repair vendor and see if we can afford to help with this. 

  Please contact me directly anytime so we can work out how to help you. 

  ******************* General Manager ************ 

*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. ↩