ComplaintsforTown & Country Ford

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just purchased a 2020 ************* C300 from this dealership on August 21, 2024 for $20,000. I was apprehensive because of the reviews and now I see why. The car was damaged with a major oil leak and coolant leak. According to ************* of Northlake who checked the car out thoroughly for any all damages and repairs needed, my car has an engine oil pan leak that has been there and the dealer attempted to use sealant to cover it up. In addition, there is a coolant leak they attempted to cover up. The repair costs alone are going to be $6,612.11. There are MORE charges for a damaged Apple CarPlay and USB hookup damage, its not working at all and they knew that, the driver's window switch is damaged, and the tires and inside rims are damaged. RIDICULOUS!!! The total repair costs are $9,331.35. This company is a ripoff and selling damaged vehicles knowingly.

  Business response

  09/06/2024

  September 6, 2024
  
  BBB Servicing of Southern Piedmont of N.C. and S.C. and Western N.C.
  **********************
  **********************************
  
  Re: Complaint ID ********
  
  Dear Estefani Rupertty,
  
  Upon arrival of a used vehicle to Town and Country **** it goes through a Pre-Delivery Inspection (PDI) where we ensure that the vehicle runs properly, stops safely, and are safe to drive. There is regular maintenance performed such as tire pressure check as well as an oil change but what we do not do is rebuild vehicles as this would create an atmosphere of unattainable costs for our customers.
  
  As a courtesy to our customers, we provide a CarFax on all used vehicles as well as offer extended warranties to avoid such situation as the one presented in Complaint ID ********.  Please see the attached CarFax showing one minor accident to the vehicle in question and is signed by the customer (*************************).  In addition,be aware that the offer of an extended warranty was denied by the customer in this case.  This customer chose to finance the vehicle in question with an outside loan so the warranty denial may have been a financial decision which is out of the control of the dealership.
  
  This is an unfortunate situation and although we feel for the customer, they knowingly purchased a used vehicle with ****** miles on the engine as well as with the knowledge of a minor accident but chose to deny the extended warranty offered by our organization.
  
  Thank you for your time and please contact us with any questions or concerns regarding Complaint ID ********.
  
  Sincerely,
  
  ***************************
  General Manager Town and Country ****
  **************

  Customer response

  09/07/2024

  I am rejecting this response because the issues mentioned are not the issues that I am having with the vehicle. Checking the tire pressure and oil change is not mentioned in my original complaint. My issue is the selling of a vehicle with a major oil leak with the attempt to cover it up with horrible work using a subpar sealant and a coolant hose that needs to replaced. If I were to drive my car long distance, which I should be able to do since it is new, then I shouldnt be scared to do that due to there being a major oil leak that can damage my engine costing me thousands of dollars. The issues that are major with this vehicle that your company decided not to repair in a decent manner are 1) engine oil pan. An oil leak was found coming from inside bell housing and seems the upper oil pan was resealed incorrectly. It is recommended to reseal the upper oil pan and replacement of rear main seal, and 2) a cooling system leak. It is recommended to replace the coolant line from thermostat to and from the engine that is under the intake system. These issues as *** said before have nothing to do with the tire pressure and if an oil change was completed correctly then the oil pan issue would have been seen and should have been repaired CORRECTLY. These are major and costly issues and to sell a vehicle with your knowledge of the issues is poor sales practices and very unethical. The attempt to cover the oil pan issue with shoddy sealant shows a deliberate intent to cover up the issue without my knowledge. Also, yes I used outside financing which is not illegal or not allowed. The car was still paid in full and. I paid for a car to be in excellent driving condition and I expect to get that. These issues need to be repaired by your company at your expense since it was decided to conceal the issues and lie to me at the time of purchase. It will cost your company less to fix these issues if it were done correctly in the beginning. 
  
  

  Business response

  09/12/2024

  Complainant came into the store today with a receipt of repair and met with our General Manager, ***************************. ************** (complainant) and **************** had a long discussion; came to a compromise that they will be working out on a one-on-one basis to the satisfaction of both parties.  

  Customer response

  09/16/2024

   
  I am rejecting this response because I am waiting on completion of repairs. I met with general manager *************************** and discussed repair options. A date has been set. Once complete and both myself and the company are satisfied I will update. 
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,On July 27th of last year, I had to pay Town and Country **** $192.92 for a brake flush service after they failed to properly hook up a brake line after keeping my car in the shop for close to 4 months for a $2700 ABS module repair. I could have gotten killed. My friend is a mechanic and let me know just how severe it was that they did. Let alone go and try to charge me for the brake fluid service after not hooking up my brake right and sending me on the highway after the initial repair. I could have crashed on the highway and they would've taken no responsibility. The technician I worked with was *******************************. My car is a 2012 **** Transit XLT Premium and the tag number is HJV-2110. They have all the documentation on file.

  Business response

  08/09/2024

  SEE ATTACHMENT

  Customer response

  08/09/2024

   
  I am rejecting this response because:
  We all sat out there while your technician looked and saw that the brake hose was loose and leaking fluid. You couldn't even come up with words. We paid you for a full diagnostic, so if it was not something you did, you would have pointed that out as it would've been the first thing noticed back in April when I first dropped the vehicle off. I don't accept your response because we both know it's BS. When you did the diagnostic, you concluded it was the *** module itself after looking at everything else. The you held my vehicle almost 4 months just to send me out with a loose brake hose that could've killed me. This is t just some small mistake. We are all lucky. You can refund my money or I'll take the pleasure of writing about my experience online plus you'll owe Karma. It's a small amount of accountability I'm Asking you to have versus how bad the mistake you made could've led. I can imagine you all doing that to someone else and them dying and y'all literally taking no accountability.

  Business response

  08/20/2024

  I am enclosing the new response and hope you can add it to the complaint.

  Customer response

  08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Please let me know how to process the refund, as the card I used at the time is no longer active.
  
  Thank you. 
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Used vehicle from this location. A short time after purchasing the vehicle, it started making an extremely loud screeching noise when it's in reverse. We've had neighbors complain about it waking them ** in the mornings. We turn heads every single time we back out of parking spaces. It's terrible. I called the dealership and spoke with a service advisor named ****. He told me to bring it into service. That began what has now been literally over a year of visits and calls trying to get this issue resolved. **** has maintained that his team is not able to reproduce the issue, despite the fact that it occurs very frequently. As just one example of the run-around that I've been through trying to get this issue addressed, I offered to record a video of the issue and send it over. This would be very easy since it occurs so often. **** said that would be alright so I recorded the video and sent it over. **** never responded. I followed up and he said that the attachment wouldn't work. I uploaded the video to ******* and sent the link. Again, **** never responded. I reached back out and **** claimed that the link doesn't work on any of their internal or external computers/devices, even their cell phones - despite the fact that it's simply a link to a ******* video. I forwarded the email to another person just to confirm that I wasn't going crazy. Sure enough it opens just fine. So your team is able to repair motor vehicles but nobody there knows how to open a ******* link? Something seems a bit off there. And I have many more examples of the ridiculous behavior that I've experienced from members of this service team. After numerous visits and discussions - countless hours spent on this issue - the only actual information that has been communicated from this dealership is that the problem may relate to the brakes, and those wouldn't be covered in the nearly $2,000 PremiumCARE warranty that was purchased with the vehicle. GM did not return voicemail.

  Business response

  07/13/2023

  Mr. **********; has come in and met with our GM ********************************************* is well and the vehicle is now in our service department.

  Customer is satisfied.

   

  Thanks,

  Buddy

  Customer response

  07/17/2023

   
  I am rejecting this response because: the vehicle is currently in the service department however the issue is not yet resolved. Today I spoke with **** and was told that the noise issue has been determined to be caused by the rear brake pads - not due to normal wear, but due to a defect or some type of issue with the pads. **** also stated that the brake pads are no longer covered under the vehicle's warranty, however he would speak to his manager ***** about an exception since the issue appeared while those brake pads were under warranty. I did not hear back about whether that exception for granted so I followed up around 5 PM. **** did not answer so I left a voicemail.
  

  Customer response

  07/21/2023

   
  Better Business Bureau:
  

  Last month I submitted a complaint on your website, Complaint ID: ********. Since that time the business (Town and Country ***** has been in contact with me and provided a generous remediation of the issue. Their team has provided exceptional service and I believe the original issue may have been perpetuated through a miscommunication.
  
  
  Thank you. 
  

*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. ↩