ComplaintsforMac Haik's Southway Ford

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 2022, I looked at a 2017 Kia ******* being sold by this **********, Mac Haik's Southway Ford. During my inspection of the vehicle, I noticed the vehicles windshield was chipped. I explained to the sales rep that I was no longer interested in purchasing the vehicle due to the chip and at that point I was advised that the ********** would have the windshield replaced at a nearby Kia *********** so, I preceding with completing the purchase of the vehicle. When I picked the car up everything looked fine, and I was on my way. I barely drive the car, especially when it rains. One evening recently while I was driving the *******, I was caught in a rain storm, and my windshield rain sensor was not functioning correctly. I took the car into my local Kia ********** for diagnosis and I was advised that Southway **** had an aftermarket windshield installed (without my knowledge or approval) and whoever did the work left out part of the Rain sensor that allowed for proper functionality. I called the nearby Kia ********** that Southway **** advised me the work was going to be done at and they have no record of such repair; not in my name nor the name of Mac Haik's Southway Ford. When I called Southway **** to question this, I spoke with one of the sales managers named ***, who told me they had no notation of even replacing the windshield, which is unbelievable because this repair would come out of their accounts payablesand that has to be accounted for. *** advised he would look into this and call me back which of course he never did. Now, due to that windshield being aftermarket, it voided my manufactures warranty on the repair of the sensor and I and having to pay out of my pocket for this repair. Due to this deception from Southway ****, I feel it only right for them to reimburse me for the cost of this repair.

  Business response

  05/05/2023

  A member of our management staff has reached out to the customer and has addressed their concerns. MacHaik Southway **** feels that we have found a resolution for the customer and this concern has been resolved.

  Customer response

  05/12/2023

  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

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been at the shop for over four months originally I was told I just needed a brake pad and it was for 240 something dollars then I came back to tell me they couldnt just put a brake pad on they had to put rounds rotors etc and gave me a new price of $1500 But I went to pick my car up. It wasnt ready yet and they said he didnt know how much it would be every time I call and try to see about my car. I never get a hold of anyone and now theyre saying that they think something might be wrong with my motor

  Business response

  03/31/2023

  The dealership has been in contact with the customer and customer concerns have been addressed. At this time we have performed all services we have agreed to 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a 22 **** mustang gt from this dealership and part of the contract was a $999 package called ***** assessment and I was told it consists of the LoJack system with one year service. I subsequently sold the vehicle and provided the dealership proof of the sale. Dealership is refusing to cancel this add on package and refund any monies refunded by the *************** They state LoJack will not cancel the contract. This statement is not true as I have spoke with LoJack customer service and they told me the dealer must cancel the service and they will refund any monies due to the dealership. Then the dealership should refund that money to me Resolution requested is dealership contact lojak customer service and effect cancellation and send refund due me

  Business response

  03/02/2023

  MacHaik Southway **** has reached out the customer and have addressed their concerns. After some clarification we feel we have resolved any and all of the customers concerns and the customer is completely satisfied at this time. 

  Customer response

  03/02/2023

  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

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue is I had my car taken in June 2022 (not sure of the day) to have my vehicle looked at. I was told by another shop that my vehicle needed to be serviced by a collision center because of the problems they encountered since they wouldnt be able to address the problems.So we had it towed to ******** and waited for the results. Well my wife was informed of the issue and was told we needed a sensor , which was the first of other things we would be needing. Was told there would be a wait for it to arrive and we would be informed when it would arrive. Not sure how long it was before we heard anything back from them but communication between us was almost nonexistent. Finally we were informed part was in and that they would begin to work on car. Again a few weeks passed before anything was relayed to us. I would say I maybe have had 2 conversations with them and my wife about the same. My last conversation with a person representing them informed me that now the vehicle is running but now it was shaking, something to do with the alignment and other issues. Prior to being taken there the car had no issues with any sort of shaking. I pointed this out to him and he told me he would personally take the car out himself and check himself. This was on November 18 or 19. I have yet to hear back from him and any attempt to call shop results in leaving messages that dont get returned.I have had my car there since June of last year and now its going on over 7 months and I have little to no knowledge as to when or if Ill ever get my vehicle back nor if it will be running again. Any help in resolving this would be greatly appreciated Thank you for your time *******************************

  Business response

  01/13/2023

  The vehicle in question has many issues and was towed to the dealership. We are unsure as to how the customer could state the vehicle did not have additional issues as we were told they purchased the vehicle not running (not from ******** ***** and had it towed in. We are truly sorry the vehicle is not what they expected when they purchased it but feel this matter is of no fault of the dealership. ******** **** has addressed the initial concern and have made the proper repairs. If the customer wishes to continue making additional repairs it will need to be at the customers expense. The service manager will be reaching out to the customer to see how the customer would like to proceed. 

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased I used 2019 Silverado in May/22. The first night we drive it home check engine light come on. Take it in they said it was a sensor of sort . Ok light went away. A couple weeks later light came on again this time as I was going home from work truck turned off while exiting freeway. I was able to roll into gas station park the truck and then restarted it. Called salesperson **** **** again and he advised me to bring it in. The vehicle was taken to ********* ********* for service. Nobody provided any updates on vehicle. Nobody returns calls. Catalytic converter was replaced. Around mid August/22 light came on again. Made an appointment for service with ********* *********. They took vehicle in Aug 18/22. The vehicle has been there ever since. Today is 09/08/22. With little to no communication about the truck. I’ve called numerous people from Southway ford for help or guidance to no avail. The warranty company is pointing the finger at the repair company and the repair company doing the same. All the while I’m stuck without a vehicle 3 weeks laterand no one seems to give a hoot. I inquired about a rental vehicle with just about everyone involved. And NOBODY seems to have an answer. This has been the most frustrating, embarrassing experience ever. I’ve never felt so disrespected in my life. I would expect this type of treatment from a hole in the wall shop. Not from a place where my father has purchased numerous vehicles from. Now I’m not asking for a free handout of any sorts. But communication goes a long way. I can’t wait any longer while the repair facility and warranty company argue over how much labor time should be. Maybe some one will reach out after reading this….

  Customer response

  09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17937444, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This has been the worst buying experience of my life. When my wife and I went into the finance office to close the deal the figures were not what the salesman and I agreed upon. The manager came in worked the numbers so I could pay the highest amount I agreed to originally. This is the moment where I first felt nickel and dimed and taken advantage of. The car was still dirty and pending parts, so I left it there as I had traded in my car and it was ro to be detailed and repaired including 4 new tire which was agreed upon by the salesman and I. I was informed it was ready and when I went to pick my suv up it was still dirty, only 2 new tires, no gas, and the parts not replaced. After I did not accept the car in this condition. A man named ***** who claimed to be a Manger took the car off while I sat and waited. ***** came back and immediately put his hand out to shake my hand and said "I took care of it" I did not shake his hand as I did not know what he took care of and realized it was an obvious sales technique to get an immediate agreement. I asked " what did you take care of" he replied " I took care of it." I still was unaware what that ment. We talk and he said I could bring the car back and get the other 2 tires, detailed, and the sway bar links replaced. I agreed. Several days later the original salesman ***, said to bring it in Monday. My wife and I made special agreements to get it there first thing when they opened. I had no updates throughout the day. I left txt for *** at the end of day who said it's ready. When I arrived the car was still not detailed!!!! The headlight was fixed. I was told the sway bar links were replaced. I took the car home. The squeeking and clucking had not been resolved. A quick ****** search will tell you it's a control arm issue. My car is also off alignment which is another symptom. I notified my salesman *** of this and was told let me see when I can get it in. I've had no response.... blown off. Just as I was when I asked t

  Business response

  08/29/2022

  The customers vehicle is currently at the dealership being repaired and their issues being addressed. The customer should have their vehicle back soon and the case be closed. Thank you and sorry for any inconvenience 

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter in the mail approximately two months ago concerning a safety recall on my 2015 Mustang Concerning breakage/disintegration on the brake pedal (orange) bumper. I immediately took it to my local Mac Haik dealership in San Antonio, Texas to request a refund because I had already resolved this service issue in Jun 2021 PRIOR to receiving the letter. I was informed by the service manager ****** that my refund request was denied. I do not feel that I should have be out of pocket for something that is a Ford manufacturing issue not a customer car neglect issue. normally I would not go straight to the top to resolve a lower level management issue but I feel like I could not get a satisfactory result answer. Americans are hurting right now more then ever and every little penny helps keep people above water every month. I remember in 2005 getting my first Ford Mustang!! I worked for 2 whole years in high school taking the bus and saving money for a down payment and I have been a Ford customer ever since. I absolutely love mustangs. Thank you so much for taking the time to read this & I truly appreciate any kind of resolution. VIN# ***************** 

  Business response

  08/02/2022

  We understand the customers concern and hopefully can help guide the them in the right direction. MacHaik Southway Ford is a repair facility for the manufacture and unfortunately any reimbursement would need to come from the manufacture, not MacHaik Southway Ford. Ford motor company is who issued the recall and therefore would be the correct people to talk to for any sort of refund. Once the customer makes the call to Ford and opens up a case hopefully Ford can resolve the concern. The number to Ford is ************** 

   

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a recall on the transmission clutch of my 2016 Ford Focus that went out in September of 2019. I was not made aware of the recall even though I financed the vehicle through a credit union and there was a paper trail proving I have the vehicle. The notice was sent to a rental car agency whom previously had the vehicle. My vehicle was held at the dealer for 2 weeks only for me to be told Ford would not cover repairs due to my car being 600 miles above the mileage. Ford is aware the notice went out to the wrong person and did not even offer to cover a portion and on top of that I was charged $105 for diagnosing the issue. I was not even offered a ride home and had to walk since I have been unable to get to work without my vehicle and I have no money. I am now forced to apply for loans to gather funds for the repair since I spent $3000 one month prior to pay off the vehicle in full. I attempted to contact corporate customer service and was told there is no one I can speak to directly in the warranty department. I did not have the $105 to cover the diagnostic charge and had to leave my vehicle until I can gather those funds.

  Business response

  03/28/2022

  We are truly sorry for the things the customer is experiencing their personal life and send our sincere condolences. In regards to the customers statements we have reviewed the transaction video and found that the customer was advised of the terms of the extended service policy including the mileage and was provided with the corresponding documentation. We apologize if the customer does not recall the conversation and disclosure. If the customer has any additional questions we ask them to please reach out to ******* ****** and he can address any additional questions or concerns the customer may have. We will also have a manager reach out as a good faith gesture to see if there’s any additional assistance we can provide.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the company in September of 2021. I saw a vehicle I liked but decided to drive away because there was no warranty on it. When I drove away and was practically at another dealership, the manager and salesman begged me to come back and they would offer me a 12 month bumper to bumper warranty. I drove back and bought the vehicle. A month ago, my screen panel, radio, and charging ports all decided to stop working. Because I was so busy and consumed with my mothers covid death, I didnt have a chance to bring my vehicle in to be serviced until today. When I bring my vehicle in, they immediately tell me that my vehicle is no longer under warranty and I only have ****** miles under the warranty. This was NEVER explained to me when I bought the vehicle. They kept reiterating a 12 month bumper to bumper warranty. I trusted them and they failed me. This was my worst car buying experience ever and I will never buy with a ******** company ever again. They took advantage of me and sold me a vehicle that would very soon fail me. They refused to help me and all that was offered was to have the vehicle fixed for $750 which I dont have after having to pay $25,000 in funeral costs. I do not recommend this business. They clearly take advantage of people, especially single mothers.

  Business response

  04/01/2022

  We are truly sorry to hear of the customers unfortunate circumstances and send our sincere condolences. 
  MacHaik Southway **** takes customer concerns very seriously and has conducted an investigation. We reviewed the video footage of the transaction and found that MacHaik Southway **** did fully disclose to the customer the terms of the extended contract and the customer was made aware of the time and mileage of the policy in the video. We are sorry the customer does not recall the conversation but we would still like to offer our assistance in helping with the repair. If the customer would like to take advantage of our offer they can reach out to ********************* at the dealership and he will be more than glad to assist. 

• Initial Complaint

  02/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I pre-ordered a Ford Bronco through Ford’s site and chose Mac Gail’s Southway Ford as my dealer. During my 7 month wait for the vehicle, I was in communication with salesman, ***** *******, in our emails we discussed price and I agreed to the MSRP sales price but asked that the delivery/destination fee of $1,495 be waived. ***** responded by email saying his manager agreed to that and would sell for the MSRP. When the vehicle arrived, I should up and met with ***** and a different manager, ***** *******, when we discussed price the $1,495 was included. I produced the email correspondence saying the fee would be waived but manager, ***** *******, said they would not waive it and that I can either take or leave the vehicle at the price presented to me, MSRP + delivery/destination fee. He also said I was lucky they didn’t charge $10,000 over MSRP like other dealers.

  Business response

  02/03/2022

  Our records indicate the MSRP to the vehicle the customer ordered was $40,265 and the sale price was $40,265. The agreed upon amount was MSRP and that’s what our records show. The manufacturer is the one who makes the MSRP not the dealer. The MSRP from the factory already takes into consideration the destination and delivery and is not an additional charge over and above. The dealership does control the destination and delivery amount on the vehicle and again is included in the MSRP. The customers contract indeed matches the vehicles MSRP as agreed upon. We have reviewed all email correspondence and feel that we have done what was agreed upon. If the customer has information proving the dealership would sell the vehicle for less than MSRP please provide it so we can review. The MSRP is the MSRP, it’s what the vehicle was agreed to be sold for and is what the vehicle was sold for. We will have a manager reach out to the customer to discuss the matter and hopefully resolve. 

  Customer response

  02/04/2022

  Complaint: 16707012
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *******

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