ComplaintsforFord of Peoria

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just moved here from Florida. Brought our bronco in for repairs. I was told to speak with *****. Been have calling for weeks. Bc during the repair our rim was damaged. Dude came took photos and said ok 72 hours we will ha e a response. Nothing. This has been weeks with either no answers or the guy isn't their that handles these claims.this was a super hard hit done to our rim. With no other.damage anywhere else showing this kind of impact. Near that area.

  

  Business response

  01/23/2024

  While that is unlikely to have happened while in our possession, we reached out to the customer and as a gesture of goodwill we are ordering a new wheel for the vehicle. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I factory ordered a Model Year 2022 Ford Maverick on Sept 2021 and placed a deposit as requested by the Ford Dealer. The vehicle was not delivered in 2022. On Aug 10, 2023, the Maverick I had ordered arrived and I purchased it, however, the vehicle configuration was missing key features that I had ordered. I'm asking the dealer and/or Ford to retrofit the feature or allow me to purchase a correctly configured vehicle at the same price. I am asking BBB to help arbitrate this dispute.

  

  Business response

  11/08/2023

  We have absolutely no control over what the manufacturer includes, removes, adds back, or any other decision regarding building Ford vehicles. The customer was given the opportunity to move forward with a continuation of his original order after Ford cancelled the first one. At that time the customer indicated he wanted to keep the same build codes he previously chose, which was again placed with Ford. For reasons only the factory knows, they decided to rearrange what was included in those packages. We were simply asked to put in the order the same way as before. There was zero discussion of what the original ordered included and why, not to mention this vehicle was originally configured by Green Ford, which was two owners ago. 

  After this was brought to our attention, we offered to take the vehicle back for what the customer paid for it, and place another order. This offer was rejected. 

  Customer response

  11/13/2023

   I am rejecting this response because:
  The business is responsible for reviewing changes that the manufacturer provides to the Ford Dealer.  Ford did provide all the necessary information to the dealer. The dealer too no action to communicate these changes as they could very easily have been rectified if the dealer had informed me. I contacted the dealer at model year roll-over to ask if there was anything that needed to be done or reviewed and was told that nothing needed to be done, when in fact, the order needed to be reviewed and modified to keep the same configuration.  
  
  I have asked for this issue to be arbitrated as per the signed arbitration agreement to which the dealer has rejected.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We looked at and test drove a vehicle on August 29, 2023, we asked if hold deposits were refundable and ****, salesman, told us yes. We put $1000.00 on our credit card to hold the vehicle. Less than 24 hours later, we called **** at Ford of Peoria and told him that due to the grumbling of the engine sounds and the road noise and roughness that we decided that vehicle was not for us. He told us he would take care of processing the credit. We called again on August 31 and September 1 - because the credit had not been processed. He said it will be taken care of. It is now September 5 and the credit has still not been processed - I know this because I have checked with the credit card company. The resolution we are seeking is that Ford of Peoria ( on ******* ******* in Peoria) process that credit to our credit card.

  

  Business response

  09/19/2023

  We had a difficult time getting a hold of the customer in order to get the credit card number to issue the refund (unfortunately it's the only way we can really do it when it is a charge). We ultimately did connect, and the refund went back to the credit card. 

  Customer response

  09/21/2023

  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.
  
  While their excuse is a partial truth - it took them 5 days to try and get a hold of us to get the information they needed.  And, that came only after I messaged the dealership through their "contact us" on the website and explained to them that I had contacted the BBB and also my credit card company.
  
  The issue has been resolved, yes, and I am thankful for that.
  
  But, my opinion remains, based on the facts, that their business practices are a bit shady, and had my husband and I not contacted them every single day and I finally let them know I was pursuing resolution through the BBB and my credit card company, the situation may still not be resolved.

   

  SIncerely,
  
  ***** ********

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed to Ford of Peoria on 5/26 for overheating of engine , car wouldn’t move also leaked coolant from driver passenger side underneath vehicle . Was given an estimate and agreed to payment of 3113.33 I later received a call on 6/20 saying that my vehicle was done and ready for pickup . I didn’t get to pick up the vehicle until 6/26 despite another phone call saying it needed to be picked up to which I felt rushed while as the repair was incomplete to begin with . I got the car a few miles up the road before it was barely getting up in speed and making a loud noise . I returned the car that same day 6/26 . I was contacted the next day 6/27 saying it was just a clamp and nothing major . I picked the car up and a few days later on 6-29 the coolant light popped on saying it was low . I went to fill it and noticed the same exact leak as before I paid for repair . I returned the car 7-2 which was the earliest I could as I have a job and children . I was told there wasn’t any mechanics and to come back tomorrow . On Monday 7-3 I returned it and they found more work that needed to be done . I have had to constantly call them to check in for updates about my vehicle because they are not calling me . I was told on 7- 5 car could be ready by 7-7 today is 7-7 now im told could be Monday 7-10 but still no exact answer as to when I’ll have my vehicle back . I have paid for my own rental before finding out that they could provide one to me . With the rental provided I paid an additional $50 on top of other fees for Ubers rentals and etc from before . This has been the most exhausting experience while being pretty expensive for myself . I barely have any savings after pointless repairs to my car that I didn’t ask for or authorize but was told by the lead mechanic “ needed to be done “ . I believe the mechanics took advantage of the situation especially with me being female and knowing little about car work . I feel I deserve my car repaired correctly and a refund .

  

  Business response

  07/21/2023

  By our records ******* had her vehicle towed in without an appointment, and a repair order was written on May 26, 2023. *** ******* was her ASM. We did some preliminary diagnostics and a factory recall on June 3, 2023. On June 9 ****** *****, Ford Senior Master Technician, checked the vehicle over and found oil and coolant intermix in her turbocharger. *** called and priced the repair to her. She told *** she would have to call back and find a way to get the money. In a few days she authorized the repair for the turbo in the amount of $3113.33. The repair was completed on June 21, 2023 and ******* picked up and paid for the repair on June 26, 2023.
  
  As she was driving home a charge air tube clamp was left loose and blew the tube off. It was repaired the next morning and we delivered the vehicle back to her.
  
  On July 3 2023 a repair order was written for the vehicle overheating and a coolant leak. We brought the vehicle in and determined there was coolant leaking into #3 cylinder. After talking to ******* I offered to repair her vehicle at no charge to her. *** ******* contacted her about a loaner vehicle, through ***** Rental, and informed her they would need a credit card for a deposit. At that time she declined the loaner car because she did not want to use her card. On July 7 *** contacted her and informed her the car would not be complete on Friday July 7. We took her to ***** on the afternoon of July 7 and put her in a rental until her car was complete. Her vehicle was completed on Monday July 10. We did a complete detail on her vehicle and filled her Gas tank because of the inconvenience. *** called her the afternoon of July 10 explained her vehicle was ready. She said she would be in the morning of the 11th to pick it up. She showed up on July 12 to pick her vehicle up.
  
  We certainly made the mistake of not installing the clamp correctly on the air charge tube, but her vehicle definitely had an issue with the turbo prior to that, hence the vehicle being towed in. The head gasket issue could certainly be the result of the coolant leak from the turbo, and the vehicle overheating. On a 2014 escape with 147,799 miles on it and this known problem, it was likely the cause. However, since we cannot prove that 100%, we stepped up and did this repair on the house.  The head gasket job we completed has a labor charge of $2948, retail parts price of $894.84 and sales tax of $80.53. The total for the head gasket repair is $3923.37 plus the $219.63 in rental . We did that repair at no charge for the customer. As far as making it right for the customer we went over the top by doing it for free, detailing her car, and filling it with gas. 
  
  We certainly did make a mistake on the first repair by not tightening the clamp. It is a toss up on what caused the damage on the head gasket by not knowing how long it had been driven hot. However we did invest over $4000 to make it right for this customer. ******* paid for the repair that caused the vehicle to be towed in to begin with, and needed to be addressed. While the head gasket repair was likely collateral damage from the turbo issue, it only presented itself after the first repair, and since we made a mistake with a clamp, despite it likely not being the cause, we still did the repair for free anyway. 

  Customer response

  07/25/2023

  There are a lot of lies in the company’s response but thankfully I keep proof everything including voicemails and phone calls along with receipts. Why would I have my vehicle towed anywhere without consent before doing so ? When my vehicle was brought i had already had diagnostic from another shop they my car was In previously who let me know the exact problem with my vehicle who then advised me to take it to the actual dealer . I was told even tho I had already gotten it diagnosed that they needed to run their own checks . A few days after my vehicle was there I was called with the price and what they came up with as the problem even tho I already knew what was wrong with my car . These people took advantage of me and my money and also took their time repairing it . I was also told I could not get a rental through them without a credit card which I don’t own a credit card so no I couldn’t do that but come to find out it just needed to be a bank card which I provided as soon as I found out . Also it wasn’t their job to determine what needed to be replaced but to repair what I brought it in for which was for overheating and the car wouldn’t move . I also have proof that I was called on July 11th at about 4pm to pick up vehicle which I could not because I had to work so the rental was dropped on the next day July 12th at about 2-230pm I also have receipts from rental place with time stamp . 

  

  Business response

  08/03/2023

  Our response was extremely detailed, so we are not sure where the confusion is coming from. The repairs that the customer paid for were the reason it was towed in, and it was addressed. The repair we picked up to the tune of $4k is more difficult to determine, hence the reason we covered it at no cost to the customer. They were not the same problem i.e a failed turbo and a failed head gasket are not remotely the same thing. The first failure may have caused the second issue (likely), but again, we picked up the cost of the head gasket repair and all of the parts needed, plus we covered the cost of the rental vehicle. 

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car March 2021 when it was known as Green Ford. At the beginning of the year (2022) they switched ownership to O'Brien Ford. I had the car for about 3 months when I had to have it serviced due to a part needing replaced. The beginning of August 2021 until now, my car has been at their service department. I have been told many times that the part, known as a transfer case, is on backorder and due to the warranty they can only provide me with a brand new or refurbished part. They had me in loaner cars but have since removed me from the program. I've been pushed to purchase a new car and spend more money because they can't fix my car. Because of new ownership, they will not honor my preexisting deal with them and have demanded I take my car elsewhere to be serviced. I am in the process of seeking legal help but I feel like this matter should be made public in hopes this doesn't happen to someone else.

  

  Business response

  05/02/2022

  I wish I had a vote here. O'brein bought our entire business lock stock and barrel. they told us they would take super great care of all of the business they purchased from us. We literally don't get a vote in their decisions.  They should bear full responsibility since they own all of it. It is a shame to hear this as we did our best to earn teh trust of customers and they just blow it up. 

  Customer response

  05/02/2022

   I am rejecting this response because:
  
  
  O'Brien Ford needs to answer to this. I was unable to find their business name on here. Only Green Ford came up. Please advise on how to reach the new owners.

  

  Business response

  05/03/2022

  O'brein bought the store lock, stock, and barrel. Green Ford no longer exists. 

  

  Business response

  05/25/2022

  Peoria, IL 61615

  To Whom It May Concern:

  Mrs. ******* ******* purchased a 2013 GMC Terrain on 3/5/21 from Green Ford, she also purchased an extended warranty at the time of purchase. Mrs. ******* brought her vehicle in for service on 5/10/21 at this time she was told she would need a part that was on back order. Her extended warranty purchased through Green Ford would cover either a new or refurbished part at that time Green Ford put her into a service loaner vehicle.

  On December 30, 2021 Green Ford sold the business to the O'Brien Team but before the sale was finalized Green Ford sold all of their service loaner vehicles.

  On January 3 ^rd, 2022 the O'Brien team took over the business which is now l<nown as O'Brien Ford. Mrs. ******* was called and asked to bring her service loaner vehicle back to the dealership since the vehicle was sold. O'Brien Ford put Mrs. ******* in new/used vehicles from the sales lot so she would have a vehicle to drive while the part needed for her repair was still on backorder.

  On April 30, 2022 was contacted to bring the borrowed vehicle back to the dealership because the vehicle had been sold to another customer, at this time Mrs. ******* was put into a preowned 2015 Chevrolet Equinox. The vehicle was not to her satisfaction and in response to her dissatisfaction of the loaner vehicle she went to social media and was slandering the free loaner vehicles we were allowing her to drive as well as the dealership. Once she went on social media the General Sales Manager David Desmond called her and told her she would need to bring the loaner vehicle back to the dealership and would no longer be allowed to drive any of our vehicles due to the derogatory statements made toward the dealership on social media.

  Customer response

  05/25/2022

   I am rejecting this response because:
  The loaner they placed me in broke down in my attempt to return said vehicle. I took to social media to express my frustration. What they failed to mention was how I told them the car sounded broken before I took it and they assured me it was not. I provided proof on social media and will continue to stand by what happened to me. Dent in the back door, broken sun visor. It sounded super loud and smelled like straight up smoke. This wasnt a loaner vehicle. This was a way to dismiss me because they couldn't get my part and I refuse to buy a new car. 
  
  

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