ComplaintsforHagerstown Ford, Inc.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Hagerstown ford to purchase a vehicle. I called them a day before going in and I told them I only had $1500 for a down payment and $450 of that would have to go towards insurance is there anything they can do for me. They told me yes and scheduled me an appointment to come in the next morning. I went in and they showed me 3 cars that they said would fit my price range. I test drove the one and really liked it filled out a credit application and my sales rep Matt told me that I was approved and had me sign papers agreeing that I would pay a car payment of $477 in 60 month installments. I signed the papers and then he had me drive the car to younger insurance and had me spend $450 on insurance for the car because he told me I was approved for the car. After purchasing the insurance he then tells me that I’m not approved unless I put more money down that I already told him I didn’t have before even getting an approval and the agreement I signed was $1000 down $477 a month car payment. When I asked how I was going to get my money back I was told by a manager “what do you want me to do?” And that I am throwing a tantrum over not getting the car when now I don’t want the car I want my $450 back. They also refused to give me a copy of all the paperwork I signed. Their reason for that was because they are keeping it in a lock box and I’m not allowed to have access to what I signed.

  Business response

  03/18/2024

  The customer came in with her own ********* Credit bank preapproval which was on her phone. Her credit score was too low for most of our Banks to accept. As we were working on her approval, she kept insisting she was approved and left the dealership to get insurance. After trying for some time, we were able to obtain an approval. However, she needed 3 thousand dollars down. She insisted that the bank told her she only needed $1500 which was not a deal we could get approved. After talking with her on the phone she told us the insurance company was going to refund her the $450. We do not sell insurance and never advise people on insurance. Everyone knows that insurance is refundable if cancelled. 

  Chapin *******

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made an appointment and brought my car in for an oil leak. I was informed that the cause of the leak was the oil pan gasket and was given a quote of $800. I agreed but was told later they had misquoted me and the new repair was $1,100. When I picked up the car, I noticed a noise near the footwell when I accelerated. I took the car back and one of the techs rode with me but said he couldn't hear anything. The next day the check engine light came on, and I used my diagnostic device to check the code (showed an O2 sensor error, likely caused by an exhaust leak). I made an appt. and dropped the car off. I called over 12 times, but no one answered the call at the service desk. Finally, another advisor answered and looked up the notes in the system. He told me that both flex pipes had been cracked during the oil gasket replacement. The fix would be to replace the entire exhaust system at $2,200, but the parts weren't available until Jan. I replied that the damage was caused by the previous repair and that I should not have to pay for it and was told to talk with Dylan. When I spoke with Dylan I was told that the issue was caused by my mufflers (well past any O2 sensors). When I questioned what the other advisor had said, Dylan said he didn't know anything about that, and before I left, he pulled me aside and suggested an exhaust shop. After New Year's, I noticed oil under my car, and I emailed Jillian, the Service Manager. She asked me to bring the car in. More than a week later, I hadn't heard anything, and I her. She told me that my flex pipes were cracked, the catalytic converters were bad, and the engine needed to be replaced due to a misfire. She said repairs would be $17K. I received a phone call and was offered $500 on trade for the car (value was around $17K). A few days later, I picked up the car. There is no misfire, and no misfire codes came up on my diagnostic tool. I contacted the dealership’s GM in hopes of a resolution, but I never received a reply.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We ordered a new truck from Hagerstown ford March 2022 today we realized the truck came in however Mike Reed the salesman informed me that he cannot sell me the truck per the general manager because the general manager doesn't like me and won't let him sell it to me. I am a 57-year-old adult that ordered this truck have my paperwork and now can't get my truck that is needed for my business. This is hindering my business and my lively hood.

  Business response

  01/20/2023

  Consumer Response /* (2000, 5, 2023/01/10) */ Original Message From: Shelley ***** <***************@yahoo.com> Sent: Monday, January 9, 2023 1:14 PM To: Resolutions.Specialist <**********************@thebbb.org> Subject: Remove complaint Please remove the complaint that was filed on Friday Jan. 6 against Hagerstown Ford. This company has resolved this issue. Thank you! Sent from my iPhone

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/3 I arrived for my scheduled oil change...immediately the lady at the front desk said oil skyrocketed over the weekend and we had to raise our prices...almost $50 per oil change. Hated it but felt stuck..I ended up paying $141...the very next day my husband took his truck to another shop for a full synthetic $68....today a coworker took his truck to a shop just down the road from Hagerstown quick lane $70....if oil truly skyrocketed wouldn't these other places have the same increase? Kind of seems like either they took advantage of a woman or price gouging...sad this is the way you do business

  Business response

  01/26/2023

  TO WHOM IT MAY CONCERN,
  
  JILLIAN SPOKE WITH THE CUSTOMER AND APOLOGIZED ON BEHALF OF THE SERVICE DEPARTMENT AND RESOLVED THE ISSUE WITH THE CUSTOMER. WE OFFERED A FREE OIL CHANGE AND IT IS CURRENTLY ON HER ACCOUNT. WE BELEIVE CUSTOMERS CONCERNS ARE RESOLVED

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  took my vehicle to Hagerstown ford for repairs after it showed engine codes. vehicle was repaired, shortly after getting it back it had more codes show up. again, it was taking in for repairs. after picking it up the 2nd time it showed another code at which point, I contacted the shop and was advised that it was a cheap part and relatively easy part to fix. I then replaced that part myself. while replacing that part i found metal shavings in the oil of the engine. I notified the shop of the findings. the truck once again showed codes and was taking back to thew shop. it was there for 8 weeks being repaired. I picked up the vehicle sept 12 2022, and less than 24 hours and 100 miles later the motor blew. the truck was then returned to the shop and i was then informed that it needed a new motor. After 4 months of being in and out of the shop, and paying a total of $6856.45 for repairs, I was told it would be an additional $10k.

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/11/01) */ RE: We received a complaint # XXXXXXXX on your business External Inbox Eric ****** 3:33 PM (4 minutes ago) to me, Jillian Customer bought a used vehicle from another dealer (Car Max - I think) and shortly after they bought it the vehicle started having issues. Customer purchased an OFF Brand extended warranty that requires prior approvals on any worked performed. They warranty company only approved certain repairs on the vehicle even though we had suggested the vehicle would need additional repairs to address the overall issue that was causing the problems. Obviously, the approval for repairs needed was scaled back by the warranty company and not fix the issues as we initially said which is why the vehicle came back. The third time customers vehicle was in the shop for MORE back and forth with his warranty company - we provided customer with a rental car. As of today - We currently have an outstanding bill of about $1,100.0 for a few days of labor (that Andrew Approved) and about $1,600.00 in rental fees (Andrew also agreed to pay). Prior approvals with off brand warranties are common with the understanding that if the warranty company denies the claim the customers will have to pay - they required a diagnostic to determine if they will even participate in paying for any repairs whatsoever. After we were ignored for over three weeks by the warranty company for approval of the claim - we found out the warranty was not covering majority of the bill... that Andrews warranty terms were to pay only portions of the claim - which he denied paying. The customer than had the vehicle towed out of our dealership without our prior knowledge and did not pay his outstanding bills. Consumer Response /* (3000, 7, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) While yes, it is understandable the warranty claims need to be authorized, I was NEVER notified that there "suggested additional repairs needed to address the overall problem" when I collected the keys the day the truck was towed out of the shop. It was never mentioned of any outstanding balance. Also, I NEVER AGREED TO PAY FOR A RENTAL. As a matter of fact, I have it in an email from Jillian that the cost of the loaner vehicle was covered by Ford. Which is also why a loaner was never asked for during any of the prior repairs. Due to warranty not covering the cost. When the truck came back the last time, less than 24 hours after being picked up, Jillian states that she would be getting us some "wheels" for inconvenience. And when asked how much it would cost me, she explicitly stated nothing, we're going to cover the cost. At which point we agreed to pick up the loaner vehicle the next morning. Attached is an email screenshot from Jillian confining that the charge was "free to you but we have to pay ford" It was also requested that I have copies of all invoices the day I had the truck towed out. At which point I was given copies of the prior 3 repairs worth of work. Nothing for the last trip it was there.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2017 F-250 truck to Hagerstown Ford on October 18, 2022, for service. The service advisor contacted me on October 19, 2022, at approximately 9:36 am on issues with my truck. One of the items was just done recently. I informed him that this service was just done not that long ago at Koons Ford. He said he can't check his system for the history. Ford's service is connected to wear you can get the history of work that's been performed on your vehicle. The truck has always been serviced at Ford Dealerships since the truck has been purchased. I made several calls to Hagerstown Ford in attempt to talk with Service Manager Jillian ***** over my concerns. I made these calls on October 20, 2022. I also left a message for Eric ****** the General Manager of Hagerstown Ford. Nyia from Ford also left a message for the Service Manager to give me a call. Nyia works for the Ford Customer relationship center. They also opened a case over this issue. The case number is CAS-XXXXXXXX-Q5P8L9. Nyia informed me that I should call Koons in Sterling Va to inquire about when the service was done. The service manager Joey from Koons informed me the service was performed in August of 2021 with 34,499 miles on vehicle. He also the service didn't need to be done again until the vehicle reaches 64,000 miles. The vehicle only has around 43,000 miles on it now. The vehicle didn't need this service for another 21,000 miles. I'm a disabled veteran that lives off of a limited income and don't mind being sold a service that truly needs to be done. With inflation the way it is today every penny counts. I was lied to about the history and a service that my truck didn't need. I'm going to pick the vehicle up today. I'll provide the additional information and paperwork concerning the service.

  Business response

  12/28/2022

  Business Response /* (1000, 21, 2022/11/22) */ RE: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXX) External Inbox Eric ****** 12:54 PM (24 minutes ago) to me Miss Clay - We are at a loss here... I am not being rude - but this is bazaar. The expectations are beyond comprehension. We can only control what we can control. We simply did what he approved and as a byproduct of coming into a shop that specializes in doing maintenance... he is upset at us doing maintenance. We DO NOT have access to any other shops records. Customer came to dealership for service. We brought vehicle into service bay and based upon mileage we recommended certain maintenance services. Customer approved services and services were then completed. Customer believes that we should have had access to other maintenance shop records of service. Hagerstown ford only has the ability to see warranty claims from ford completed on vehicle. Service records that are not warranty we have no access too unless customer supplies them too us prior to service. Consumer Response /* (3000, 28, 2022/12/01) */ When the service advisor called me to inform me of the work that needed done. I informed the service advisor that the fuel service was just performed on the truck. Ford can check the history of work that's been performed on the vehicle. I was a mechanic at Ford for over 14 years. I took my vehicle to a Ford dealership for all the services. I thought Ford stood behind their work and stood against dealerships doing stuff like this. The fuel service didn't needed to be done for another 20,000 miles. I scheduled to have the recall done and everything was done but the recall. They couldn't even tell you ahead of time the parts for the recall was on back order. They knew the parts wouldn't be available until after the first of the year. They can rip you off for a service that didn't need to be done but can't fix a safety issue. Business Response /* (4000, 30, 2022/12/01) */ RE: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX) External Inbox Eric ****** 12:52 PM (0 minutes ago) to me, Jillian We will try one more time to put this into the most simplistic terms possible. But, at some point, we cannot make 2+2=4 to an individual who is committed to believing something different. Consumer brought in his vehicle for a recall. The letter he received FROM FORD MOTOR COMPANY - not Hagerstown Ford, told him the parts may not be available at the time of actual service. Ford Motor Company constantly changes instructions on recall repairs daily as parts come available. Ford Motor Company suggest we schedule the recall appointment to check safety and to inspect the actual recall issue from a safety perspective as well and parts availability on that date. At the time of the actual appointment the parts could have been available - WE SIMPLY NEVER KNOW and until the supply chains catch up from the pandemic we probably never will know on the dealership level. But we are bound to handling these types of issues the way Ford Motor Company tells us to handle them based on Federal Government oversite of the recall process. With the said - Hagerstown Ford, absolutely, has an obligation to suggest certain repairs and maintenance on ALL vehicles that come into our shop based on our records and the vehicle needs. If we don't have records we MUST offer maintenance based on mileage and observations. Make no mistake... the one time we don't suggest certain maintenance and an engine happens to blow up due to lack of that maintenance... that will be the same customer blaming us and demanding we pay for a new engine because we didn't tell him it needed an oil change. Trust me! It happens! If we do not do the regular maintenance on vehicles that come into our shop - we HAVE NO IDEA whether or not said maintenances are being performed - This does NOT negate our professional responsibility and obligation to offer things that should be done based on mileage, condition, etc. With that said - IT SHOULD BE THE CUSTOMERS responsibility to communicate to the dealership that said maintenance was or has been performed elsewhere... then we note the file and move on - NO BIG DEAL!!!! We don't have an opinion on where it gets done as long as it get done!!! It had been two years since we had seen Bernard *******'s vehicle and we recommended services based on NOT SEEING IT FOR THE LAST 2 YEARS. Once again, we can only see services done if they were done at Hagerstown Ford. Additionally, in this situation, the advisor called ******* before any work was done and he approved the work. We followed protocol with ******* - He approved the work... It is not our responsibility to call every shop on the East Coast to double check if any of them had done maintenance on his vehicle. He should be more in tune to what he has had done verses not so he could have told us that his vehicle DID NOT need these things done at this time. For the record - WE WILL NOT change the way we handle or recommend needed maintenance on vehicles in our shop because at the end of the day it is our responsibility to make sure these vehicles are safe and all maintenance is being performed to Ford Specs. I have no interest in saying this same thing over again - this is the 3rd time we have tried to explain what happened... this is getting ridiculous and very redundant. We simply did nothing wrong - We will not call other dealerships to ask if they have performed maintenance on a vehicle that is in our shop... that's ridiculous to think any dealership would have that capacity or time to make 1000 phone calls. Hagerstown Ford Consumer Response /* (4200, 32, 2022/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sad part Ford even contacted this dealership with no response. They opened up a case against this dealership. I just wonder how many other customers this dealership sold services that wasn't required? I even explained to the service advisor that the service was just performed. I explained you can go on line and check the Ford History Report. This dealership knew the parts wasn't available for the recall. You have to call dealerships to schedule a warranty repair such as this one. They like ripping people off on COD jobs especailly this dealership. They can lie all they want but I know the truth. The service never even returned a phone call to Ford or myself concerning the issue.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a recall on my 2016 Ford Expedition. The Dealership has acknowledged this recall and has informed me that the parts are nationally backordered. My vehicle is inoperable. Ford is refusing to place me in a rental vehicle until the repairs are complete.

  Business response

  07/17/2022

  Business Response /* (1000, 5, 2022/06/13) */ To Whom it May Concern, Customers vehicle came in for brake concern issue. After diagnosing concern found symptoms directly related to open ford recall. This is the first and only time we have seen this vehicle here at our dealership. We wish we could provide a rental vehicle though per the Ford bulletin, rentals are not permitted. We know this is inconvenience to the customer and have done everything we can at this present time. Once the parts come in off of back order, we will repair the vehicle as quickly as possible. We are at the mercy of Ford Motor Company... he may try filing a complaint at the level - maybe he will get his part faster.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/22/21 I purchased a vehicle from Hagerstown Ford. I was skeptical but reluctantly purchased an extended warranty at the cost of $2600. This vehicle was a Ford certified vehicle with low miles which was still under factory warranty at the time. It is now 3/18/22, less than one year later and the entire 8" touchscreen which controls navigation, stereo, backup camera, and many other things is broken and does absolutely nothing. To make matters worse I am told that even though the car is still only 4 years old, is under warranty and I haven't even had it a year, that this is going to be a $1000 dollar or more repair and that I am responsible for it because the expensive warranty SPECIFICALLY does not cover the part needed. Almost as if FORD knew that they had a defective item. When I had the vehicle to this dealership to diagnose and potentially repair whatever issues were wrong. THEY made me an appointment at 8AM, only to leave my car sit right outside for 2 full hours before even looking at it. That is ridiculous as they set the time and it required me use accrued sick leave from my government job to attend the appointment. After sharing my concerns with this dealership I received zero resolution. I provided MULTIPLE technical service bulletins outlining the exact same issue. All these bulletins were posted before I purchased this vehicle. It is unreasonable that I should be responsible for this repair. It is not a part such as tires that wear. There isn't one thing I could have done irresponsibly to make this part go bad. They know that it is a bad part. I have spent many thousands of dollars on FORD vehicles and at this specific dealership but I will never again unless this issue is resolved.

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/03/21) */ TO WHOM I MAY CONCERN, CUSTOMER BOUGHT A 2018 FORD FUSION AT OUR DEALERSHIP ON 07/22/2021. THE VEHILE WAS SOLD OUT OF STATE TO A PA RESIDENT. THIS IS OUR FIRST TIME SEEING THE VEHICLE SINCE DAY OF PURCHASE. WE UNDERSTAND THE CUSTOMERS FURSTATION AS IT IS A NEW VEHICLE TO HIM. WE AS A DEALERSHIP TRIED TO HELP THE CUSTOMER WITH THE REPAIRS AND WAIVED OUR CHECK OUT OF FEE OF $149.95. UNFORTUNETLY THE WARRANTY THE CUSTOMER BOUGHT DOES NOT COVER ELECTRICAL COMPONENTS OF THIS MATTER. THE CURRENT ISSUE IS NOT RELATED TO ANYTHING SAFETY WISE ITH THE VEHICLE. IF WE CAN BE OF ANY MORE ASSISTANCE WE WILL GLADLY OBLIGE AND HELP IN ANY WAY WE CAN. PLEASE SEE ATTACHED SIGNED, CONTRACT THAT SPELLS OUT IS INCLUDED IN CUSTOMERS WARRANTY. THIS IS CLEARLY NOT A BBB ISSUE. WILL PROVIDE CUSTOMER SIGNED WARRANTY CONTRACT IF NEEDED. THANK YOU Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. I did not ask for any $149 dollar fee to be waived. 2. Hagerstown ford TOLD me to be there at 8AM. Did not even look at the vehicle for 2 full hours, then took 1 more hour to tell me what I already knew from the numerous TSB's. 3. It takes one full month for me to accrue the 8 hours of sick leave I had to use in order to make this appointment. 4. Part of the warranty I reluctantly paid for was to include a loaner vehicle for exactly this type of occasion...one was not available. 5. Whether they will admit it or not this is bad business. I could have done nothing to cause the vehicle issue and the warranty the finance manager knows I didn't even want is garbage. 6. Will seek repairs elsewhere and never shop with them again and will be encouraging thousands of social media followers to do the same. Business Response /* (4000, 9, 2022/03/24) */ LC 03/24/2022- BBB asks that the consumer provide a copy of the warranty.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a truck at the end of October. There were multiple things written on the proposal for the deal one being an oil leak had to be fixed. They promised us they had to fix to even sell the truck. They did not fix it, instead they lied and said they did. When we approached them about this, they said that wasn't in our deal. After a lot of discussion back and forth they agreed to fix the oil leak, only after the 30 days of being able to return the vehicle. When we called to find verify when our appointment was, that was supposed on December 9th, they claimed to not have us in the system and that they would try to schedule us in. They got us in after ignoring our messages and calls. We take it in and drop it off, for them to only verify that it was an oil leak. We weren't there to verify that it was an oil leak we already knew it was, we have background in automotive mechanics. They called to tell us to come pick up the truck and told us they could possibly fit us in in a couple weeks to fix the issue, but said they would have to let us know when they aren't busy.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2021/12/10) */ RE: We received a complaint # ******** on your business External Inbox Eric C. 1:13 PM (1 hour ago) to me, *****@hagerstownford.com Lisa - I think my staff has dropped the ball here and has had bad communication all the way around. I have talked to ****** and his Mom... the truck is being fixed as I type this email... If additional comments are needed let me know. Best, Eric

*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. ↩