Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ****************** and Lake Ford dealership in ********* were aware of clutch and transmission problems with this model of Focus since the vehicle first was manufactured. With this particular vehicle , my wife and I brought it into Lake Ford multiple times and complained of issues with jerky gear changes. Also, when we brought the vehicle in for recalls repairs, Lake Ford did not complete all the repairs when they were within warranty. We continued to make complaints with Lake Ford, but they only diagnosed the issue with the vehicle after it fell outside of warranty.

  

  Business Response

  Date: 12/12/2024

  We have received the customer concern with ID ******** from ****** ***** and have attached 24 pages for your review:

  The customer claims that he and his wife brought their vehicle in multiple times and complained of issues with jerky gear changes. When a customer brings their vehicle in for service, we require our advisors to state exactly what the customer is experiencing to avoid situations like this one.

  Page 11, Line 4 of repair order ******, dated 12/28/2022 states: Customer states traction light keeps coming on
  Page 13, Line 3 of repair order ******, dated 3/5/2024 states: Customer states steering metal to metal noise
  Page 14, Line 4 of repair order ******, dated 3/5/2024 states: Customer states plug ins't working properly
  Page 14, Line 5 of repair order ******, dated 3/5/2024 states: Customer states key fob will not open trunk
  Page 17, Line 3 of repair order ******, dated 9/3/2024 states: Customer states that the exhaust was damaged during a tow and is now hanging low and causing some clunking noises
  Page 22, Line 3 of repair order ******, dated 12/3/2024 states: Customer states vehicle jerks during the early gear. Especially from a stop. Customer states it jerks when getting on highway

  I list these examples to show that our advisors list EVERY concern a customer brings to us. We do not include or exclude certain customer concerns based on whether a vehicle is in or out of manufacturers warranty. As a matter of fact, the manufacturers compensate dealerships considerably more to complete warranty repairs. Meaning, we getting paid more when it's a warranty concern vs a customer paying.

  The only time the customer brought this concern to our advisors attention was during their last service visit. There was never a recall on this concern, **** did issue a Manufacturer Customer Satisfaction Program #***** on **/14/2019 that extended the warranty coverage of the DPS6 transmission clutch to seven (7) years of service or ******* miles from the warranty start date of the vehicle, whichever occurs first. Based on the purchase date of 07/02/2014, that would put the expiration of this program on the customers Focus on 07/02/2021.

  We feel it is unfair for the customer to claim that in some way, we are responsible for this repair. We cannot authorize repairs to a vehicle unless the owner or manufacturer agree to pay for the repairs. We suggest the customer contact ****************** to try and reach some resolution. Again, this Program expired over 3 years ago. 

  Customer Answer

  Date: 12/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The dealership was aware of the issue when the extended warranty still applied  and ****************** was aware of the issue since the car was manufactured.
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 12/12/2024

  If the customer would have asked us to check on, look into, or diagnose the "jerking" issue in any way, at any time...we would have. Again, we get paid by the manufacturer to diagnose and repair factory covered components and items, it's the reason our service department exists. Every time the customer came in and asked us to check something out, we did. I again suggest he contact ****************** to see if they will offer any resolution. 

  Customer Answer

  Date: 12/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Each time Ive come into the dealership with the focus Ive complained about the jerking. One of the things noted in ****************** articles which was noted was that dealerships were given talking points which Lake Ford used each time we brought in the Focus: Instead, the company kept trying to find a fix for the faulty transmission for five years while complaints and costs piled up. In the interim, **** officials prepared talking points for dealers to tell customers that the cars operated normally when, in fact, internal documents are peppered with safety concerns and descriptions of the defects.

  The dealership knew and there were open recalls on the car when we brought it in when it was still under extended warranty, but now, the dealership admits there is something wrong, but wants the customer to pay for it.

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

  

  Business Response

  Date: 12/13/2024

  We have a very large ************************ if not the largest in the state of *********. We have performed hundreds, and hundreds of clutch repairs, both customer pay and warranty. I'm not sure why the customer thinks ********************** is somehow responsible for the clutch on his almost 11 year old vehicle. The customer states that "each time I've come into the dealership with the Focus I'vs complained about the jerking."

  If that were the case, our advisors would have listed that concern on the repair orders, our technicians would have completed a diagnosis and if we found a concern, **** would have paid us for the repairs. Everyone would have been happy and/or satisfied.

  The outcome we have now where the customer is upset, we as a dealership are being blamed and **** gets a bad wrap is of benefit to nobody. I again urge the customer to contact ******************, as we cannot authorize repairs on ****'s behalf. 

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2017 **** Edge August 2024. Had a sales person Christian who explicitly told us, The only things not covered under an Extended Warranty are wipers, tires and brakes He swore over and over it was bumper to bumper coverage. All he cared about was to sell elderly customers an Extended Warranty. He was deceptive and evasive with the warranty. The day after we got the car home, the engine blew up. Took it back to the dealer. They kept it a week and finally replaced the engine at no charge. Now there is a broken seal in the taillight causing condensation. This claim has been denied under the warranty! The General Manager **** agrees ********* was not transparent as to what is covered. The manager ***** was unhelpful and kept saying okay to us to shut us up. Their service and sales departments do not coincide therefore communication is poor. General Manager **** goes on to tell us ***** more things that are not covered in the warranty. This is a deceptive way to run a company, duping your customers into buying a warranty and neglecting to tell the truth and take advantage of elderly people.

  

  Business Response

  Date: 11/15/2024

  I have attached a total of 16 pages for your review:

  Page 4, Line 4, detail the customers concern of EXCESSIVE CONDENSATION BUILDING UP IN THE REAR TAIL LIGHTS. Our technician also noted WATER INTRUSION ON REVERSING LAMP ASSEMBLY

  Pages 6/7/8 shows the Multi-Point Inspection and recommendation cost

  Page 10 - 16 are copies of the *************** Contract - Page 13, Line C, explains that sealed beam lamps are not covered

  The customer can contact the **************** with any questions or concerns regarding coverage at **************

  As for the customers concerns regarding "deceptive and evasive" or "duping" customers into buying a warranty or "taking advantage of elderly people", we have never and will never use these tactics when offering a customer after the sale products.

  As the customer mentioned, the warranty covered the cost of replacing an engine, shortly after the sale. We were not accused of these tactics then, only when a repair is not covered under warranty do we get accused of these tactics, which seems unfair. 

   

   

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  My concern is when the Finance Manager was selling you the Extended Warranty, ONLY 3 items were transparent that were not covered by the warranty. The Brakes, Tires and Wipers. Three times he repeated these were the only warranty exceptions, rushed us and emailed the warranty. He did not print it out and explain the warranty. I can accept the brake light is not covered. I cannot accept the way the warranty was presented and the communication of the service department. 
  
  Regards,
  
  ******** *******

  

  Business Response

  Date: 11/15/2024

  I do not want to be disrespectful in any way, but ********* delivers thousands and thousands of new and used vehicles every year, for over 100 years. I have been with Lake (formerly Braeger) for almost 30 of those years and can say with confidence, that our delivery process is complete, thorough and ethical. All of our Finance Managers are **** (**************************************************) Certified and are transparent through the entire paperwork process. 

   

   

   

  Customer Answer

  Date: 11/19/2024

  [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 is satisfactory to me.  Unfortunately, the dealership can see nothing wrong so  I will go elsewhere. 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/10 I had my ***************************** for a transmission fluid change per the recommended maintenance interval. I paid $260 for the service and had the vehicle back same day. While using the vehicle I noticed a pronounce 'whine' coming from the transmission accompanied by some erratic shifting that wasn't present before. I scheduled to bring the vehicle back 9/24 when a loaner vehicle was available. That same day I was notified the technician duplicated my concern and it was a result from the transmission fluid level being low from the recent service. When asked how low it was, the advisor informed me only half a quart. This was concerning to me as I was not convinced the level was only half a quart low considering the noise and shifting issues I was experiencing. With the symptoms I experienced as a result of the low fluid, I reached out to the service manager for some piece of mind. The service manager forwarded my concern to ** ****** to arrange a phone call. I was then informed by Al that the transmission was only a quart low and that his technician does not believe this to have caused any damage. Considering the inconsistency of the information provided on how low the fluid was and the symptoms I experienced, I am convinced it was much lower than what I was informed. I continued to press to get some sort of compensation for the inconvenience, wasted time, and accelerated wear to my transmission due to the service department's negligence with no resolution. In summary, I paid $260 to have a maintenance service done incorrectly and no resolution towards the concern of the accelerated wear on the transmission.

  

  Business Response

  Date: 10/02/2024

  Our ASE ************** Master Technician of 10+ years noted on the Repair Order that the transmission fluid was "a little low". After verifying that it was less than a 1/2 quart low, he added the 1/2 quart. To call that negligence is a bit of a reach, but it was an inconvenience having to return to our dealership. For that, we will refund half, $130.00, of the $260.00 service.

  Also, Mr. ********** has a ***************** extended warranty on his vehicle that is in place until 7/19/2026 or ****** miles.

  Customer Answer

  Date: 10/06/2024

  [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 is satisfactory to me though the response is inaccurate in reference to it just being a half a quart low. Its a 12-quart transmission and this condition would have required it to be a couple quarts low.
  
  Regards,
  
  **** **********
  

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my vehicle at Lake Ford for some warranty work, I provided videos of the issue and I have an extended *********** vehicle was there for four days and the vehicle left with the same amount of miles it went in with even though I was told they did test drives. There is a TSB for my specific issue and they told me that couldnt replicate the issue so they couldnt repair it. They also couldnt find a coolant leak in the vehicle.The day I picked the vehicle up it had the same issues and now I had a check engine light on. I called my service advisor the next day and was told I would receive a call back, 7 days I waited and never got a call back. The vehicle is now in another repair facility out of town in need of a transmission overhaul and the warrant my company wont pay for it because Lake Ford has an open ticket on my vehicle and they want the vehicle back at their dealership ever though its over 40 miles away. I disputed a $200 credit charge from Lake Ford because they charge me for a diagnostic fee which I believe was never done. The vehicle was never driven, the coolant leak was from a hose and it only leaks when the truck is driven, this was the leak they couldnt find. The vehicle had all symptoms as described in a TSB and I provided videos but they refused to change a oil line because they claim they couldnt replicate the issue even though I replicated the issue on the night I picked the truck up! All I want is for them to close the open ticket on my truck so the warranty company can authorize the work or full reimbursement for the previous $201 charge and the transmission overhaul. I am without a vehicle and I need this resolved asap

  

  Business Response

  Date: 09/24/2024

   Mr ************ Repair Order has been closed. He is free to take it anywhere he'd like for service.  

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my concerns regarding the used *** *** I purchased from Lake Ford. Unfortunately, several key statements made during the sale have proven to be false, which has caused significant issues post-purchase.Carfax History Misrepresentation: I was informed that the vehicle had a clear record, yet I later discovered through a trade-in assessment that the *** had a prior damage history. This discrepancy has significantly impacted the trade-in value.Braking System and Sensors: The *** sold to me does not meet ***'s brake standards, and the proper sensors were not installed. I was told by the Lake Ford sales team that new rotors and brakes had been installed, but I have since learned that it was not the case.I am extremely disappointed with these misrepresentations and would like to discuss how Lake Ford intends to resolve these issues. I look forward to your prompt response.

  

  Business Response

  Date: 09/17/2024

  ************ purchased the 2016 *** from Lake Ford on 1/12/2023 with ****** miles. Over 20 months and ****** miles after the purchase, ************ is accusing our dealership of misrepresentations. ************ has never returned to our dealership for service repairs or maintenance on his vehicle. He has had it serviced at least 6 times since the purchase at other service facilities. ************ purchased the vehicle AS-IS and signed documentation to that effect. ************ declined to purchase an extended service contract, and signed documentation to that effect.

  Worth noting, the *** ************ purchased from Lake Ford was Blue Oval Certified, meaning it came with a 90 Day/4,000 mile Comprehensive Warranty. Being Blue Oval certified, it also include a 14 Day or ***** mile Buy Back provision. I do believe it is unfair to accuse Lake Ford of any misrepresentations almost 2 years after purchase.

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The accident/damage history doesn't change with time, it was pure deception and misrepresentation that was kept from me. It is ironic that sales team pushed the idea that it was a Clean history SUV priced high because they did tons of work on it. The little maintenance work they did was not to *** spec, in fact they skipped on installing *** sensors which you only find out until you need to replace or service brakes. *** dealer confirm it. 

  I did complain to the sales team twice and there was no response. 1 time via txt msg to the sales team about the history of vehicle (he told me they'll give me a better deal on trade in) and other time it was an email which I never got an answer to. 

  In addition it took 3 attempts to pass emissions upon purchase from Lake ford. It was same month I purchased it, Have paper trail to prove it. 

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

  

  Business Response

  Date: 09/17/2024

  I have attached the original CARFAX dated 11/10/2022 and timestamped at 11:48:27AM, clearly showing no damage listed. CARFAX reports are not "live time" and it often can take weeks or even months for CARFAX to receive updates.

  Dealers are not required to run a CARFAX report. Nor are CARFAX reports, or any other history reports, 100% accurate or always up to date.

  As a dealership policy, Lake Ford pulls a CARFAX report on every pre-owned vehicle that take in on trade and intends to offer for sale, as we did on 11/10/2022. The CARFAX report is then printed and put in the used vehicle deal jacket and archived after it is sold, for possible future reference.

  Based on the CARFAX report we pulled today, and was not on the original CARFAX report in November of 2022, MINOR Damage was indicated, stating that "minor damage is usually cosmetic, including dents or scratches to the vehicle body." Being in the automobile business for over 30 years, I can assure ************ that minor damage does not "significanlty impact the trade value" of a now 8 year old vehicle with almost ******* miles. It sounds to me like another dealership may be trying to undervalue his trade in vehicle in an effort to convince ************ it is worth less than it actually is, in an attempt to increase their gross profit.

  A Branded Title or Severe Damage or Frame Damage will significantly impact the trade value of a vehicle, but not minor damage or scratches, dings or dents. In any case, Lake Ford performed the required inspections prior to the sale in 2023 and is not responsible for any trade values or mechanical issues ************ may be experiencing today.

   

   

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I purchased an SUV from Lake Ford that was misrepresented during the sale. I was told the vehicle had a clean history, but I was refused a trade-in/instant buy (online) due to undisclosed damage. The vehicle also failed emissions three times same month it was purchased, and despite claims of new rotors and brakes meeting *** standards, a *** dealership confirmed they were not. Rotors were in fact just polished, Lake Ford sales team stated these were new to justify higher than competitive price. 
  I am not seeking reparations, but I want to raise awareness of these deceptive practices so others arent misled
  
  Regards,
  
  *****

• Initial Complaint

  Date:05/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I presented with complaints as regard transmission and suspension. They took care of the transmission part, however they told me that nothing is wrong else with the suspension. The sounds remained present, so I presented back to them and they found that 1 shock absorber is leaking and changed it. They refused to change the other one as It is covered under warranty. When I picked up the vehicle it was unstable to drive and the knocking sound from the suspension was still present and it became more unstable on the highway. I visually inspected the other shock absorber and it has significant signs of leaking of oil around it, and again the knocking sound with turning became more obvious. I ended up getting paying warranty deductible twice and my vehicle was incompletely fixed after losing all that time going back and fro to them.

  

  Business Response

  Date: 05/29/2024

  We have received ********************* concern and even though the two issues we not related, very little time passed between his service visits and we should have probably spent more time diagnosing the noise he was hearing in the front of the vehicle. If we did notice the strut on his first visit, he would have paid just one, $100 deductible. Therefore, we will be issuing a $105.90 refund to ***************** for the second deductible.

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

   

  Again, the other struts is leaking and there is still knocking sound originating from the suspension. The car is not stable on the highway. Can you please complete the fix and do a complete repair?
  
  Regards,
  
  *************************

  

  Business Response

  Date: 05/29/2024

  We must have authorization to complete repairs. Either from the customer or ******************* if a vehicle is under warranty. Our technician did inspect both struts and found only one that was in need of replacement, so we replaced it under the **** warranty. We cannot rreplace the other strut under warranty without authorization from **** Motor.The customer could take the vehicle to another **** dealership for a second opinion. 

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Again the knocking sound is still present and the other struts is obviously leaking. That is an incomplete repair as exactly what happened the 1st time .]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle in March of 2023. I purchased an extended warranty for the vehicle that went through lake ford. Its an extended warranty company they own. Recently my vehicle had warped rotors I replaced the rotors and when doing so found both front calipers are not working properly. I called the extended warranty company I was informed I can take vehicle anywhere. I called lake ford to see if they had calipers and was told one was 3 weeks out. I called another **** dealer was told they can get it in 3 days. A request was put In to the warranty company to get vehicle fixed. It was denied cause warranty company claimed vehicle is within 40 miles of selling dealer so has to go back to dealer. This is no where in the contract about a 40 mile range tie back. I was not waiting for a 3 week turn around when I can have the parts in 3 days. I purchased the calipers and repaired myself. I called lake ford to talk to someone about the contract and I keep getting pushed away and now they are pushing for me to cancel my contract. I feel since they have miss lead there customer and now changed a contract that was signed that. They can cancel the contract with a full refund and offer the extended **** bumper to bumper warranty at no cost to me since they have lied to me. If I knew any of this i would have just purchased the full **** bumper to bumper. Also since they as lake ford dont want to reach out and deal with the situation feel they are being fraudulent in there activities since they own the extended warranty company and make all final decisions. Again the signed contract from them says nothing About a 40 mile range tie back.

  

  Business Response

  Date: 03/27/2024

  I spoke with ***** today and we are all good now. We definitely made some mistakes on our end and we should have handled the entire situation much better. ***** was more than fair and accepted our apologies.

  Customer Answer

  Date: 03/27/2024

  [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 is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 20 I took delivery of a 2023 **** Bronco at Lake Ford. My sales person ******************************* walked to service and requested they install wheel locks that come with the Bronco. Briefly, a service advisor told me I was good to go. When I asked about the 5 lug nuts and the key to the locks I was told they were in the glove compartment, they weren't. Technician said he put them in the glove compartment. The service manager sent him out to my home to search the vehicle! The customer is always wrong in her response.She claimed she was proud of saving the dealership 80 dollars by not readily handling the error. Why would I make this up? Cannot remove the Bronco` Four wheels or the spare. She has taken no action. 5 lug nuts, and 5 wheel locks they replace. Estimate from *********** to remove locks without key ****** dollars. HELP!

  

  Business Response

  Date: 12/08/2023

  This was a minor issue that we should have handled much better and never let it get to this point. I have left a voice message for **************** to give me a call and we will rectify this situation. 

• Initial Complaint

  Date:04/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At my previous visit to the dealer I had mentioned, among other things, that a mechanic had given me a heads up that I needed my struts reviewed as they were making my tires wear poorly. When my vehicle was returned, I was told that the struts were all fine and that the mechanics even took it for a test drive and there was no noise to be concerned of. Assuming I could trust their judgement, I took their word for it. There was some issues with a salesman as well, but regardless of the total reasoning, my trust with the mechanics was eventually ruined. I took my car in to a third mechanic for my latest oil change and mentioned that my card was loud while driving (the same noise the Lake Ford mechanics said was fine). They did my oil change and discovered all four struts, and some of their connecting parts, were ruined. They had also ruined my tires which Lake Ford had installed just in Feb 2022, and had only ~22k miles on them. Eventually I ended up talking to the service manager at Lake Ford about my complaint and her only offer was for me to tell the current mechanic to stop working on my car, drive it to the dealership, and allow the previously negligent mechanics to do the service themselves at a discounted rate. This is entirely unacceptable. If Lake Ford had done their due diligence as this other mechanic had, my tires may have been salvaged (approx $1200 value), and some of the connecting parts to the struts may have been too. I should not have to A) penalize the mechanic who correctly diagnosed the issue by taking the order back to the dealership and B) have to be further inconvenienced to drive my damaged car out to Lake Ford to have them do the work they should have done in the first place. To be clear, out of three mechanics, Lake Ford was the only one to miss the issue at hand, and now they are penalizing me for it because I won't take the car to them. In reality, the total cost should be covered by them, but I would settle for the cost of the tires.

  

  Business Response

  Date: 05/10/2023

  ************ has been a great customer ever since he purchased his Escape from ** in November of ****. He has serviced with ** at least 10 times. On his most recent service visit, January 2023, the following items were addressed:

  Line 1: Perform Multi Point Vehicle Inspection
  Line 2: Perform Complimentary Exterior Vehicle Wash
  Line 3: Recall 22S43 - Transmission Shifter Cable Bushing
  Line 4: Customer states the plastic panel on teh passenger side fell off and he doesn't have the pieces to pit it back on
  Line 5: Customer states there is a plastic piece near the bottom of the windshiled that is coming off
  Line 6: Customer states his headlights are burning out quicker than normal on each side
  Line 7: Customer states he went to another shop and was told his struts and shocks needs looking at in the future
  Line 8: Oil change and tire rotation

  ************** did inspect all 4 struts (Line 7) and noted on the Repair Order: "shocks and struts look fine". We pride ourselves on not upselling or selling unnecessary repairs to our customers. If the strut seals had failed and were leaking, that would have been evident to our technician. The reason our Service Manager asked for the Escaps to be brought into our shop, was to double-check the opinion of the other service center.

  We are in the business of selling necessary repairs to our customers...that's how we get paid. Had our technician felt the struts were leaking or comprimised, we would have informed *********** and recomed they be replaced. *********** is asking that we refund him for service repairs he had completed at a different service facility. While we value him as a customer, the work was completed elsewhere, with his authorization and he refused to allow ** to verify his concerns. We cannot refund a customer money that wasn't spent at our service facility.

  I encourage *********** to contact our Service Director, *****************, at ************ to discuss the matter further if he wishes.

   

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In addition to the technician saying the struts "looked fine," I was also told they took it on a test drive and it sounded fine, despite the tires being very loud. Having new tires now I can tell the instant difference and my car makes virtually no noise at all. I paid $100 for a warranty on the tires that they are essentially now voiding and it is absurd that I am supposed to give Lake Ford unlimited chances to find the issues and give them the business until they do it correctly.

  
  The fact that the only way a tech at Lake Ford thinks that a strut is a "necessary repair" is when it is actively breaking down and leaking, despite it already causing other wear and tear on the vehicle is disturbing.The excuse of not "up-selling" is pretty poor also. How about explaining what you found or didn't find and let me make the decision on if I feel it is worth it or not? The technician at the new mechanic stated that while it is possible that the struts weren't leaking when they were at Lake Ford, the poor wear on the tires indicated that there was a deeper issue and that lead him to find the struts to be the problem. I did not tell them to look at the struts, they did that on their own. It's all over their notes that the tires were extremely loud and poorly worn in an odd pattern. The fact Lake Ford is the only one of three mechanics that got a heads up and still could not correctly diagnose the issue is appalling. 

  
  There was opportunities to have this rectified well before I actually took my car to another mechanic. I was contacted by someone at Lake Ford who "took over my account," and I had explained to her that I was unhappy with the service I received. She asked for me to bring the car in, but I told her I didn't trust Lake Ford Service anymore because in addition to the poor service they allowed for a blatant conflict of interest by allowing their sales team to have access to the information about the cars as I was pressured by a sales rep using that information after I had my car serviced and she left it at that. She told me that sales rep was no longer there, which to me means they new what he did as I did not mention a name.

  
  When my car was first diagnosed at the new mechanic, I also emailed this same person and told her prior to giving them the OK to do the work. I was told the service manager would call me and she didn't. The next day, the manager did reach out and said she tried to call but couldn't get through or it was the wrong number. I have had the same phone number for years, longer than I had been a customer a **********************, there is no reason there should have been another number on my account and even if there was two, would you not try both? By the time the manager was able to connect with me, she said the best she would do is to give me a discount if I cancelled the current service and bring it there. So after having previously left my car at Lake Ford for a few days for them to make the repairs they didn't make, I was supposed to cancel my current service (burning bridges with a business that actually did the detective work), arrange to pick up my car, drive it to Lake Ford, and leave it there for a few days for them to do the work they should have in the first place and neglected to do. Her response was that she would arrange for me to have a rental as though that makes up for the whole thing. 
  
  What does calling your Service Director do that you can't do right here? So that this complaint will be closed and you can privately tell me you don't care that your mechanics didn't do their jobs and now I'm paying for it instead of handling it right here for your "valued customer." You feel I don't deserve a refund for the services because they were done elsewhere, but the tires that are under warranty and failed due to your negligence were purchased and installed at your facility and that is the refund I am looking for. Since you feel that you need proof that the damage was real and things needed to be replaced, I can definitely add pictures from the mechanic showing all four tires worn almost into the red on their gauges after having only ~22k miles on them and just over a year of my 3-year warranty you are not going to honor.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 05/16/2023

  We feel we have responded to *************** concerns and unfortunately, he does not agree with us. We will not reimburse customers for repairs they authorize to be completed elsewhere. 

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  It appears I'll have to take ************* to get my issue resolved as the company is unwilling to understand they are 100% at fault for the damage to my car and can't wrap their head around why I would dare take my car to a more reputable mechanic to have it repaired than to risk bringing it to them again.
  
  Regards,
  
  ***********************