ComplaintsforParkway Ford Lincoln of Lexington, Inc.

• Initial Complaint

  10/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has a recall on it and I dropped it off to have the recall repaired and they refused unless I got a new transmission and told me that the car I drive there had bad transmission fluid out in it when changed and it has never been changed so they tried to manipulate me into paying for a new transmission and then refused to fix the recall which can cause the car to stall and possibly get someone killed

  Business response

  10/23/2023

  We inspected the customer's vehicle and found the *** did not meet the requirements under the Extended Coverage. The Coverage requires certain failure codes to be present. Without those codes **** ***** Company will not approve replacement of the ***. We also found the wrong fluid had been installed in the transmission. We informed the customer the fluid could cause the issues she was describing. At the very least the fluid needs to be changed to the proper grade. Worst case scenario, damage to the transmission could have occurred. We performed the diagnosis and recommendations at no charge to the customer. We have to follow **** ***** Company guidelines.   

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase my ford escape at this dealership which should have put a 150000 warranty in the system. However, they did not, and now I have had nothing but headaches with repairs, now they have had my car for a month and all I asked for was a rental while my car is being fixed. Which I would have been entitled to if not for the warranty was in effect. I have tried being reasonable for the repair even allowing them to take my car to another state but it is like they act as if they are doing me a favor when I am majorly inconvenienced. I understand the situation is not ideal for either sides but they are not trying to compromise at all. I was not the one who messed up my purchase order input. I have a signed document the warranty being 148,999 but I can't get anyone else to honor it because of their clerical error, then tried to write over the original document to not have to honor the repair.

  Customer response

  10/03/2022

  I have not heard from the business in response to my complaint. I call them with no follow I'm still waiting on another manager to call me back.

  
  

  Business response

  10/03/2022

  We have the vehicle in our possession and have ordered the necessary parts to make the needed repairs. We have spoken with the customer and informed her the vehicle is covered under warranty. In fact we sent a tow truck to Georgia to pick the vehicle up. The parts are currently on backorder. We will complete the repair as soon as they arrive.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I dropped off my car after hours and placed a note in the window. I said I thought it was the turbo seal. The following day, my husband was called by the dealership and was told to tear into the car and replace the seal would be approx. $900. My husband gave them the go ahead. Later, he received a phone call stating that the turbo needed to be replaced and it would be aprox. $3500. We declined the work for the turbo. We expected the seal to be replaced as requested and charged the estimate price of $900. I picked the car up after hours. My husband paid $981.17 for the services over the phone. I read over the repair paperwork only to discover the seal was not indeed replaced. The car was also put into my husbands name, not mine as I had requested. When I called the following day to ask about my car, there was no record of it. I noticed on my ticket that it had HIS name and not mine. They entered it as his vehicle, even though the note clearly stated it was my car. I did not want the car put into his name on the account. I want to continue to run my own account. Clearly the car was not asked to be put into the system in his name, and clearly, we thought the seal would be replaced for the estimate of $900. Instead, we paid $981.17 for somebody to diagnose the car with something else that we did not ask for and to babysit my car while I found other ways to work. When I called the service manager, he stated there is nothing they are willing to do for me. He could make me a good deal on a new car. Really? Not in this lifetime from this dealership if this is the way they do business. I feel as if I were raped and taken advantage of. $981.17 for something that I did not ask for. NEVER again will I use this dealership if this is not corrected.

  Business response

  05/25/2022

  My name is Sarah M**** I am with Parkway Ford in Lexington, NC and I am responding to a complaint; 

  On the morning of Wednesday May 11th 2022 our service team checked in a 2016 Ford Escape that was left overnight for a next day appointment. During after hours drop off customers are provided with envelopes to leave their keys in and fill out contact information as well as any notes needed for the service technicians. With this vehicle a note was left that stated
  “Please Call ***** ********** at ***-***-****. I think it’s a turbo seal, it smokes when I start it. It belongs to my wife ****** ****** (**********) (address).”
  The name on the envelope was filled in as ***** **********. When scanning vin # the vehicle was in the system under ***** *********** and was later changed to ****** ****** as requested.
  The service team wrote up a repair order ticket and listed customer concerns as follows
  "A. CUSTOMER STATES VEHICLE IS SMOKING ON START UP CK & ADV"
  After the technician checked the vehicle for the customers concerns, he requested approval from the customer to diagnose the smoking concern, the customer approved five hours of diagnosis time. The technician had to perform some engine teardown to locate the issue, he removed the catalytic converter to inspect and found that the vehicle needed a new turbo due to an internal turbo failure not a turbo seal. Internal turbo failure does require turbo assembly to be replaced per workshop manual. The technician also recommended a premium cooling system flush and a severe air induction service. All further repairs and services were declined by the customer, the vehicle was then reassembled and they were only billed for the five hours of diagnosis time that were previously approved.
  I have attached copies of the note that the vehicle was dropped off with, a copy of the repair order, and the updated customer information where the vehicle is now listed under the correct name and address.  
  Let us know if you need anything else!
  Thank you. 

  Sarah M****

  Parkway Ford of Lexington

  Service Department

  (336)243-2731 ext.4248

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday 2/8 my 2019 Mustang was jump started by *** due to a dead battery. *** told me that the battery was bad. I took the car to Parkway Ford and the service rep agreed with me that the car was too new to have a bad battery. I was assured that the battery was under warranty and would be replaced with a new one. I returned to Parkway today 2/9 - no new battery. I was informed that their equipment showed the current battery to be good after a several hour charge. Supposedly the battery died during the recent cold snap. Huh? Does this demonstrate the poor quality of Ford batteries? My neighbors went through the same cold snap with their Buicks, Fords, Hondas and Jeeps (none of which were garaged and some of which were older than my car and still had their original batteries!) and had no problems. At any rate I am widowed and rely on a dependable car, so suffice it to say I am extremely concerned that this will happen again and soon. I will not accept Parkway’s excuses/reasons/rationale for not replacing the battery. My only expectation is that Parkway will reimburse me for the purchase of a more reliable brand of battery. Thank you.

  Business response

  02/15/2022

  Good Morning, My name is Sarah M**** I am a member of the service department at Parkway Ford in Lexington. I am responding to a complaint made by a customer on 2/9/22. 

  On February 8th, 2022 a customer came into our service department with a complaint of a dead battery. This customer did not have an appointment and came in during our technician's scheduled lunch period. Not a problem, we were able to get her into a loaner vehicle while she dropped her car off for us to check the battery. The customer stated that the vehicle was dead and would not start, she had to have it jumped off so that she could drive it to our location. Before leaving the vehicle the customer requested that we make sure her battery would still be covered under the bumper to bumper warranty, based on current year and mileage of the vehicle we determined that if it needed ro be replaced it would be covered under ford warranty. 

  To avoid the battery dying again the vehicle remained running and in the service lane for about 30 minutes(give or take) until a technician was available to bring it into the shop. Once in the shop our technician performed a battery test with our Ford Rotunda battery tester. The tester concluded that the battery was "Good Battery" (test report attached) and did not need to be replaced. Ford requires this test to be done with this specific tester and will not approve battery replacement under warranty if the battery has "passed" the test. After the testing and charging the battery (approximately 1hour and 9 minutes) the appropriate paperwork was done and the customer was contacted to notify that vehicle was ready to pick up, according to our service advisor who made the call the customer did not answer her phone. The next day on 2/9/22 the customer came in to pick up her vehicle and was notified of our results, upon hearing that the battery was not replaced because it tested good the customer lashed out on two of our service employees by yelling negative remarks at them, calling them names, talking down to them and using profanity. As our service advisor was trying to answer her questions as to why the battery was not replaced she then threw the loaner keys at our service advisor, the keys hit him and she proceeded to walk out the door continuing to yell. The customer was not charged for this service, and was not charged for the loaner vehicle that we provided.

  PLEASE SEE ATTACHMENTS 

  --

  Sarah M****

  Parkway Ford of Lexington

  Service Department

   

  (336)243-2731 ext.4248

  Customer response

  02/15/2022

   I am rejecting this response because:
  I must say that my behavior was inappropriate and rude and I do apologize for that.  However, I was extremely frustrated by the response to my question why did my battery die in the first place was “because the weather was cold”.   Not a legitimate response in my opinion and certainly not one that would make me feel secure about the battery not dying again in the short future.  In fact I have had the battery tested at another facility and the results showed it to be weak.  After one more test at another retailer  I will make the decision to replace it or not.  Regarding receiving a phone call on 2/8 the day I dropped off my car?  that did not happen.  In fact I checked my phone that day to see if Parkway had called me before I called them at 4:58 and was told the car was not ready.
  
  

  Customer response

  02/15/2022

  Not satisfied but do not pursue further responses.  Thank you

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