ComplaintsforFord of Murfreesboro

• Initial Complaint

  11/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used vehicle under the Blue Certified program. The vendors website clearly states a benefit of this is a ***** mile/14 day money back guarantee. I spent 8 hours at the dealer and was repeatedly told there was nothing they could be done, despite it being in writing on the website.

  Business response

  11/06/2024

  The 14 day/1000 mile program is an optional part of the **** Blue Advantage Program and we do not participate in this aspect of the program. We do offer a 3 day/300 mile exchange program as a courtesy to our customers. 

  Customer response

  11/06/2024

   
  Complaint: 22520257
  
  I am rejecting this response because:

  Attached is an imagine from your website listing stating the 14 day ***** mile warranty. Id like a call and resolution that is acceptable. I have spent close to 8 hours attempting an exchange only to be told by the manager he could not get me the vehicle I want transferred because he doesnt get along with the other manager at that location.

  Sincerely,
  
  ***** ****

  Business response

  11/11/2024

  Please see the actual information from the website. Notice the "2" next to the 14 day/1000 mile statement, going to the disclosure for "2" it clearly states "Only available at participating dealers". We are NOT a participating dealer. 

  Blue Certified

  Blue Certified used vehicles can be any make and model up to 10 years old with less than ******* miles. Each has to pass a detailed 139-point inspection and features a 90-Day/4,000-Mile (whichever comes first) ********************* Warranty,1 24/7 Roadside Assistance3 and ****** ****Pass Rewards Points4 to use toward your first maintenance visit.
  Blue Certified Vehicle Specifications
  Any make and model up to 10 years old with less than ******* miles
  Passed a detailed 139-point inspection
  90-Day/4,000-Mile (whichever comes first) ********************* Warranty1
  14-Day/1,000-Mile (whichever comes first) Money Back Guarantee2
  24/7 Roadside Assistance3
  ****** ****Pass Rewards Points4 to use toward your first maintenance visit
  View Blue Certified Brochure
  View 139-Point Inspection Checklist
  1 See your dealer for warranty coverage details.
  2 Only available at participating **** Dealers. Vehicle must be returned within 14 days/1,000 miles (whichever comes first) from the original sales date and mileage as stated on bill of sale, and returned in same condition as sold (excludes normal wear and tear). Dealer cannot accept a return if the vehicle has a lien or other encumbrance. Original trade-in vehicle will not be returned to you. Purchasing a different vehicle may require a new credit application with different financial terms than the original contract. If you have already returned a **** Blue Advantage vehicle to a **** dealer within the last six months, you are not eligible for the Money Back Guarantee program and your request to return will not be honored. See your dealer for important program guidelines and restrictions.
  3 Roadside Assistance is included for certain owners and available to everyone for a per-service fee. **** reserves the right to change program details without obligations. **** Roadside Assistance is a complimentary offering to all **** owners for up to 5 years or ****** miles (from the date of sale), whichever comes first. **** reserves the right to change program details without obligations.
  4 Buyers of **** Blue Advantage vehicles will receive ****** Points (Gold Certified) or ****** Points (Blue Certified) after enrollment within 60 days of vehicle sale. Modem not required. Visit a participating dealer for details.
  Free CARFAX Vehicle History Report
  When you purchase a **** Blue Advantage used vehicle, transparency comes with it. Each of our vehicles feature the added peace of mind of a free CARFAX Vehicle History Report.
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my 2020 **** escape here for service BCM TRANSMISSION AND REAR DIFFERENTIALS.mechanic instead of moving hub /bracket they use bar or some kind and bent left control arm and burst left side axle boot left carpet loose inside when replacing BCM.really shoddy work lack of care.

  Customer response

  09/09/2024

  Hi Ive heard from them took to dealership this past Monday they inspected it fixed the carpet inside said they ordered axle and other and will call for date to install yet to hear from them with schedule service.so please follow up in a week thank you very much so status is pending so I cant say its been resolved yet.

  Business response

  09/13/2024

  As of today, (09/13/2024), we have the customers car in service to address and repair the issue. We provided them a loaner vehicle and expect the repair to be completed today.

  Customer response

  09/14/2024

   
  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,
  
  *******************. Service manager ********** has provided excellent service and solve the situation provided loaner car and replace parts that was damaged.my husband and I are very please.so please remove complaint from your files thanks for your assistance.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/18/2022 I purchased a used vehicle from Ford of Murfreesboro, I asked for a warranty that would cover motor repairs. I was sold a warranty for $3,177 with the warranty company named ************** Services listed on the purchase agreement. I was told by the dealership this would cover mechanical issues and any major repairs. After purchase I took the vehicle into ************* for check engine light being on, I was told it was the type of gas I was choosing. I also let them know of a major problem I was having where the vehicle would shut down on places like the interstate, in dangerous situations with my children in the vehicle. They ignored it. April 15, 2024 I took the vehicle to ************* for coolant leaking. I also agreed to an oil change. They let me know the fix would be $1,150 and was not covered by my warranty. During the oil change they stripped the threads and now my oil change would be a total of $1,507.50 which was their mistake. I told them I did not want any of the repairs done and I would come get my vehicle. I was told I was not allowed to come get it, trying to force me to agree to the charges. I brought a male with me so that I would not be bullied at the dealership and I was told they were able to put a band aid on the oil issue they caused and I could drive away with my vehicle. I contacted the warranty company myself and was told I do not have an active warranty with them. Despite taking my vehicle to **** regularly for inspections I am being told by other auto mechanic shops that there are multiple severe issues and they are shocked these issues were not discovered and addressed a lot sooner and will cost me thousands to fix without the warranty coverage. I have called to get copies of documents and have been told they do not keep digital copies, it's really hard to believe a big dealership does not keep digital records of their sales. I believe I was sold a vehicle with severe mechanical issues and lied to about the warranty coverage.

  Business response

  07/01/2024

  I have attached the warranty ****************** purchased. I'm not sure where the information came from regarding TWS, it is actually a AUL warranty and has the extended "Estate" coverage. All covered items are notated on the subsequent pages attached. 

  In regards to the vehicle condition we have notated on several visits, via the Repair Orders I attached and highlighted, repairs that are needed and all were declined. It appears a couple of the issues with the vehicle can be covered by the warranty. ****************** would be responsible for the deductible of $250 for the repairs. I am happy to schedule an appointment for these issues to be addressed.

  To address the claim of us damaging the oil pan during the service visit, it is a wear and tear item and does not last the life of the vehicle. The vehicle has ******* miles on it and the threads simply wore out from time and use. This is nothing we did or caused. It's simply wear and tear on the vehicle.  

  Customer response

  07/07/2024

   
  Complaint: 21869544
  
  I am rejecting this response because: the response stated that they do not know where I got the information from regarding the name of the warranty company however that is the name of the warranty company listed on my purchase contract with ***** The contract has already been uploaded. The warranty that is being referenced by the company is not the warranty I purchased and was sold. I was told it would cover all major engine repairs. I was completely deceived by this dealership, especially regarding the warranty. I was not going to purchase the vehicle without the warranty option that I thought I purchased. 
  
  Sincerely,
  
  ***********************

  Business response

  07/09/2024

  Please refer to the finance contract you referenced, it plainly states AUL in the column to the left of the service contract. I attached the copy of the warranty contract plainly signed by customer. All claims of misinformation and supposed deception are incomprehensible. We consider this case to be closed. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did an oil change with Ford of Murfreesboro's Express Lube around mid March, everything was fine. April 2, 2024, I drove my car for an errand at lunch. The computer screen was flashing you couldn't see the radio settings, I left a note in the car for the recall on the computer. April 3, 2024, at 9:14 am, ******, with Ford of Murfreesboro texted me to let me know he was on his way to pick up my 2020 **** Escape for a manufacture recall. I left the keys with our receptionist and went back to work. At 1:13 pm, ****** texted again, letting me know he was bringing the car back to me. He then texted again saying the check engine light came on and he was taking it back to the dealer. He texted again to say he was on his way, there was an error with the update, they reprogrammed the pcm again, everything checked out, and they were on their way. That afternoon, I had a late meeting, and I went straight to my church group after that. On my way home (roughly 8:45 pm) on *******************, the check engine light came on and the car lost power. I drove slow and got home, got up the next morning, April 4, 2024, I took the car back to the dealer. I spoke with ****, I was informed it had lost power the day before, he said they would look at it and I got a ride with their driver. At 1:04 pm, I received a text from ****, the tech was done, management was driving my vehicle to double check it. At 3:17 pm, **** texted, the car was ready, but he did not have driver to come get me. I texted back, I have a ride @ 4. I can be there at 4:30. I picked up the car and went home. I did not notice anything odd. April 5,2024 I got in the car and left for work. A few miles from home, the check engine light came on and the car lost most power. I took it back to the dealer. I got a ride to work from a coworker. April 18, 2024, I texted **** about the car, April 19, I got a text back stating knock sensor / blown motor. It was sent out 3 times and not repaired. Free recall for $10,000?

  Business response

  05/29/2024

  On April 3rd 2024, Ford of Murfreesboro performed a recall 23E09 which is a PCM reprogram. 

  In the affected vehicles, the air/fuel enrichment calibration is not functioning as intended, due to a
  powertrain software error. The emissions control system might not be able to maintain vehicle
  emissions at optimal levels when the vehicle is driven at maximum speed or when the vehicle is
  driven at the maximum speed set by the customer in the MyKey feature.

  When delivering the vehicle back to the customer we did note that the check engine light came on, we brought the vehicle back and scanned the codes. No concerns were present other than the light so we cleared the codes and returned the vehicle. The light then came on again and was then showing concerns. We diagnosed the concerns and determined the vehicle would need an engine replacement. The codes are not related to the recall reprogram and are a separate issue going on with the vehicle. I have looked at the concerns and spoke with a couple of **** Certified Technicians and all agree that the program had nothing to do with the concerns the vehicle currently has. 

  I will be happy to assist  in discounting the repair but we will not be paying for the repair or paying the $23,000 she is requesting.

  Customer response

  05/29/2024

   
  Complaint: 21724035
  
  I am rejecting this response because:  The vehicle left the shop, "repaired" after a manufactures computer recall, 3 times (twice on April 3, once on April 4).  All 3 times had the same problem; while driving, the vehicle lost power and the check engine light came on.  ****** texted me, "there was an error in the update, they reprogrammed the pmc."  The dealer's response says, they cleared the codes and brought it back to me.  Did they clear codes or reprogram?  When I left the car April 4, I was verbally informed by ****, that the car had lost power April 3 on I-840.  April 4, I told the lady, taking me to work, that **** said the car had lost power on the interstate. She confirmed that.  She was behind ****** on 840. This was not just the check engine light, the car lost power and the check engine light came on.  The car was brought back to me April 3 and released to me, again, on April 4, knowing there is a problem and not finding what the problem was.  I left the car again April 5. I never got any information on the vehicle until I texted April 18 and **** texted back on April 19.  The "knock sensor code means the engine is failing" and it would be "$10,269.97."  I had an oil change at **** Express, March 7, nothing was wrong with the car.  This could have been avoided, if it was properly diagnosed the 1st time it lost power.  I don't know if **** puts out TSBs for potential problems with the parts or service procedures.  What other major parts could a faulty computer destroy?  I want everything the computer controls covered; or buy the car.  The inconvenience of not being able to drive the car, the aggravation that I am paying for a lawn ornament, and the fact that I could have been killed is extremely frustrating.  Stand behind your product and your service.  The car was fine before the recall.  This could have been deadly.
  
  Sincerely,
  
  *************************;

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck to **** to have them fix some things that were either damaged or missed when they serviced my truck after a car accident. One of the things that was addressed was the auto stop start function not working. At the time they told me it wasn't working correctly because I needed a new battery so I purchased one from them. After the service was performed I started having issues where the auto stop start would enable endlessly even if the truck was cold. This resulted in them needing to replace the battery yet again but the issue was not resolved. I was simply told that I had received a faulty battery and that's what was causing the issue so it was replaced under warranty. A few weeks later my truck died completely while I was at work and I had to bring to **** yet again. This time around they finally found and fixed the issue on January 23rd and said a wire had just "come loose". In reality when they had "fixed" the auto stop feature and initially replaced the battery they had forgotten to connect the ground wire which is why the feature wasn't working as it should have. Instead of **** owning the issue and admitting they had messed up I had to pay $375 to diagnose an issue they caused and I want my money back.

  Business response

  02/09/2024

  Spoke with the ****************, and agreed to refund her last visit with us. **************** is satisfied with this result.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *** in May 2023...upon driving it had a vibration...they told me if I wanted to buy the car they would put it thru inspection and certification...and resolve any problem it had..when I picked it up it had same issue. I took it back they kept a week called said it was fixed..upon picking up it was not fixed so I took it back and they kept 5 weeks...upon getting back it was still not fixed...I told them i felt unsafe to travel..I ask for a refund they wanted me to lose about ******* or more...I told them I shouldn't be out any money as it had same issue they promised would be fixed..they told me they shouldn't be out money....now it has another issue and won't stay started ...I had to have it towed...in that case told me they had my key but couldn't find my car...they finally found it...mind you they had key and it wouldn't start but it was lost...today I called two times and device didn't pick up but when I called from another number they answered so they are purposely ignoring my call...I have no other car and am having to have coworkers pick me up...they say they don't have a extra car for me to drive...they have had my car as much or more than me since I purchased it...this place and employees are a joke...I want my money back so I can find a car...I must have transportation and be safe...my next step will maybe consult a lawyer.. they told me on one call I was calling **** not ***...I said well you sold a *** and signed a blue certification...they told me they inspected it...well thats not what they said when I bought it...they said it would be as close to a new car as possible...well its far from it has the same issues and even more at this point...and I am very unsatisfied with the company and employees all around...its cost me money and time from work and lots of aggervation...please any help from this would be appreciated!!! I dont like to complain but this is ridiculous service!!!!

  Business response

  09/18/2023

  The vehicle is in our service department and the owner has been advised of the repair needed. She has declined the repair and wants to trade it in. At this point she needs to come in and select a vehicle to trade it in on. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2018 **** Escape financed through a **** Dealership.Around February 15th my vehicle started to experience issues with its engine (check engine light, misfiring, stuttering). Afterwards we called Ford of Murfreesboro and told them what the issues were and I was told there was a 3-4 week turnaround before they could even get to the vehicle. So afterwards I had take the vehicle to *** Boys because I needed the car repaired soon as possible due to having to travel for work. *** Boys ran a diagnostics and changed the spark plugs because the spark plugs were a bit worn. After the repair with *** Boys the issues continued (check engine light, misfiring). I then took the vehicle back to *** Boys and *** Boys checked the vehicle and couldn't find anything else wrong with the vehicle. On March 6 the vehicle displayed an overheating notification and stopped while it was being driven. We immediately called Ford of Murfreesboro to let them know the vehicle would be towed there. Ford of Murfreesboro said ok and to expect a 2-3 days before it could be looked at. 3 days passed and after calling Ford of Murfreesboro the vehicle still was not looked at. However, an employee by the name of ****** told us that although he has not ran the diagnostic, he was almost certain that it was a blown engine because it's very common with our vehicle model. We then called 3-4 days afterwards and **** had finally looked at the vehicle and confirmed that it was a blown engine, stating that the coolant was leaking into the engine which was causing the spark plugs to go bad.After some research I've learned that **** has had a lawsuit and offered extended warranties in the past for the issue. During this time frame I've taken my vehicle numerous of times for regular maintenance and oil changes and this was never brought up.Links to **** lawsuits for this issue (2018 **** Escape, 1.5L eco boost).**************************************************

  Business response

  03/22/2023

  BBB Of Middle ********* & Southern ********,

  We are responding to a complaint from ***********************, regarding her 2018 **** Escape VIN ***************** with ****** miles. ****** had the car towed and we created a service repair order on March 7 2023. her complaint was "vehicle overheated and died". Technician diagnosed her concern to a faulty engine part causing coolant to enter the cylinder and make misfire and then, because of the loss of coolant, an engine overheated condition.  Her Service Writer informed her that indeed she would need engine repair. Miss ****** did have an extended warranty for the vehicle, but was out by *****. Her Service Writer ****, entered a claim on her behalf to try and get her coverage for her repair. ** this time the repair authorization is on hold with **** Motor Company. 

  There is a Bulletin issued by **** Motor Company, 21N12, regarding this condition that ****** is experiencing, but, it has also expired, by time and mileage. Miss ****** has been servicing here a total of 13 visits all general maintenance.  Her last visit prior to this was 1-23-23 with ***** miles. ** that time she did not have any issues she is has now.  **** Motor company, if they have her correct address, would have sent her a letter on or after June 22 regarding Bulletin 21N12.  

  Ford of Murfreesboro will continue to work with ******, on her behalf to assist in getting **** Motor company to pay her claim or assist. And as always Ford of Murfreesboro will do all we can to assist ****** as well.  

  Thank You

  *********************** Fixed Operations Manager Ford of Murfreesboro

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This experience has been terrible. My paperwork from the transaction has stated that the owe me a spare key for the vehicle. Getting that key has been like pulling teeth. We have to track them down. We have to jump through constantly shifting goalposts to to try to get this completed. Theyve flat out lied to us. I want one point of contact (NOT the salesperson, ******) to whom my wife can state the time that she will be there to get the spare key programmed, and then to have it done.

  Business response

  03/10/2023

  The customer had the key and it needed to be programmed. We have since completed the programming and emailed the customer the documents that were requested. 

  Customer response

  03/13/2023

  Well, I've had to hound the company every step of the way, but I finally have the working key. So I suppose the issue is resolved.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a truck around January 24th. Just 2 days after the purchase water started leaking into the truck. We immediately took it back to the dealership. After 2 weeks they finally found the issue. We were told conflicting information. Someone told us it was a factory defect with the cabin being made at slant. Then we were told it was just a broken seal. We use it for work. We are afraid with the workload it will eventually cause a major accident. We would like an even exchange of the truck. We mentioned our concerns to the gm. He just laughed in our faced. Said he cant do anything bc he just sells the vehicles and to reach out to ***** He also said the world doesnt work how we want it to. Is this a way to treat their customers who just purchased an very expensive truck with a huge down payment? Let alone their salesmen and service men customer service isnt any better. When we mentioned we have not been working those days bc of the truck being service. They said it wasnt their problem. They have lost a customer and i will make sure to let other around me know.

  Business response

  02/15/2023

  The truck was brought in with a water leak in the windshield that we have since repaired under the manufacturers warranty. This was explained to the customer numerous times. At this point there in not an issue with the truck. No one laughed in their face. The gentleman wanted to use vulgar language when he would speak in English, They largely speak only Spanish, which I do not speak so I had the salesman stay in my office to help me understand if needed. They would speak to each other in Spanish which left me not knowing what they were saying until the same gentleman chose to curse me and threaten me with violence. I do not curse at customers and I will not tolerate being cursed at by anyone nor will I be threatened. So I told them to leave immediately and he continued to curse and threaten me. The eventually took their truck and left the property. If there are any further issues with the truck we are happy to help in whatever way is needed to resolve the issue(s) provided there are no further cursing or threats.   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a Jaguar 11/05/2022. I test drove the car I loved it. NO check engine lights and 3/4 tank of gas. After that my whole experience was a nightmare. I was lied to several times thru out this process. I was told it was going to be towed Jaguar for inspection. Days passed & No calls from ***** I found out it never went to Jaguar ( I called/visited Jaguar). No one kept me updated on my vehicle. I was the one calling & requesting for the updates. When I would call the dealership I was transferred all over the place and hung up on. No one ever had any updates for me. I was told it went to Jaguar, but hey got it back with a "check engine light came on". They tried to also tell me that Jaguar put regular gas in the car. I confronted them about the vehicle not going to Jaguar. Finally Mgr tells me it is going to a local Import Shop in town for inspection & repairs. Days past no updates from ***** My husband call the shop and asked them to call us once they found out why the check engine light was one. Later *************** called my husband & gave him the report but no ETA. No contact from **** at all. The next day I went to **** in person, after attempting to call on the call. I got thru and Got passed thru 2 mgr. Finally got ****. I told him I was very upset with their failed communication. NO Accountability. All he wanted to do is blame the sell man. Mgr **** finally tells me **** was the one who put reg gas in the car. He told me his had service go & fill it up with premium. He calls the shop and gets an ETA on repairs. He tell me they will get it back and will have it re-detailed & waiting on me to pick up. 2 days later he calls me and tell me i can come get my car the following morning. The next morning I get to **** to get the car.NO one knew i was supposed to be there to get it. I had NO GAS 15 MILES TIL EMPTY and there were Black water spots all over the car and seats where the car wasn't even "detailed " & if they did spot rinse was not used. Photos

*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. ↩