ComplaintsforEd Martin Ford

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have **** app and it stated that my car my need to be repaired for a recall on transmission tcm it exhibited signs on app so took it in was supposed to be free of charge

  Business response

  01/03/2024

  The customer states in her complaint that her app said the car MAY need to be repaired per a recall.  The customer was advised when she brought her vehicle in for service that there would be a diagnostic fee of $159 to determine if her current concern with the vehicle was covered by the extended warranty coverage.  The customer agreed to the diagnostic fee.  If it was determined that the *** had failed her diagnostic fee would have been covered by *****  The customer had full knowledge of the process before leaving the vehicle at Ed Martin Ford.  She expressed her concern at the cashier window, talked to the service manager and confirmed that she was aware of the fact from the beginning.

  Customer response

  01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  

  Customer response

  01/04/2024

  I had made two appointments there and no one said anything about a charge until this time I spoke to them several times on the phone a said many times that it said online that it was a free **** recall and when I dropped car off and she said I Might have a charge I said many times it said online that it was fry they should have called me before doing anything if they were going to charge me 

  Business response

  01/05/2024

  The customer admits she was told when she dropped the car off she might have a charge (if the repairs were not covered by the recall). See attached document with customer signature.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped off my 2021 **** Bronco today 11/01/23, was called 10/31/23 stating that parts are in and a rental car has been arranged. I am not sure why customers are told that rentals are reserved because when the clients go to pick up the rental, we are told that we have to pay?!?! **** has made the errors in the assembly and functionality of my vehicle and **** is responsible for any extra service that would need to be taken care of. Ed ********************** took NO RESPONSIBILITY in trying to service my vehicle, I have been waiting since May 2023 waiting for a call and anytime I would call I was told the driver door wasn't in the description by one person, ask to speak with someone else and they just so happened to be able to pull it right up. Its aggravating enough that a car that I pay as much as I do on, has been in for repairs (recalls or dealership mishaps) as much as it has been.

  Business response

  11/21/2023

  Customer needs to pay the deposit on the rental which **** is covering. When she returns it in like condition, she gets it back. Not our or ****s policy, its Enterprise.

  Customer response

  12/01/2023

  After filing the complaint I received my Bronco back with metal shavings and rivets throughout the entire Bronco 

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Nov 2023 I had taken my 2021 Bronco to Ed *********************** they were to address the recalls (radio/ seat belt/ roof). After filing a complaint with the better business bureau, I pick up my bronco with metal shavings and rivets throughout as well as the back window panel all scratched up. Ed ********************** was contacted about both, and we were told to bring vehicle back to them for them to vacuum out. what they had left but refused to accept fault on the back window. ***************************** (manager) stated they weren't responsible for the back window being all scratched up because they didn't lower the top but as you can see by the pictures submitted prior to dropping off my vehicle there was absolutely NO SCRATCHES whatsoever on the rear window and now you can't see out of it. If I had driven one of Ed **********************'s vehicles off their lot and dropped it off as I received my vehicle back, I'm sure there would have been consequences! When dropping a vehicle off at a Dealership you don't expect to get it back defective due to their carelessness and when confronted with this you would expect any damages that happened by them, would be covered by them.

  Desired Resolution:

  Replacement

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

  
  

  Business response

  01/04/2024

  Ed Martin Ford is replacing the back window with the customers acknowledgment that this is a goodwill gesture.

  Customer response

  01/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  

  **As long as the dealership follows thru with what they stated they were going to do with no other issues**
  
  

  Regards,

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

*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. ↩