ComplaintsforCapital Ford of Wilmington, LLC

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded in my Silverado and bought a 2017 Ram 1500. The day after buying the truck I went out to start it and a Service Airbag System light came on. I immediately called them and was told that no one from the service department was in and I would need to call back Monday. I called back Monday, was given the run around and finally told that they do not service Ram so I would have to take it to a Ram dealer. I specifically asked if I would be charged because if not I was considering bringing the vehicle back to return/ exchange for something else (14 day return policy on"Blue Advantage vehicles) and I was told no there should not be any charge, especially because I bought the extended warranty. The Ram dealer couldn't get me in for a couple weeks, but since it would be no charge I decided to keep it. Well silly me to assume they were telling the truth. I dropped it off at the Ram dealer today and got a call that it would be a $200 charge just to check it out. Called Capital back and now was told that was typical and I would be charged that even if I brought it to them. So now I'm sitting here with nothing done to rectify the issue, outside of the 14 day return policy. I can not believe this company is still in business pulling scams like this. I'm not asking for much, just to have a vehicle with no lights on! It's pretty clear that they just cleared the codes to get the truck out the door. I don't believe for one second that less than 12 hours after pulling off the lot a light came on and never went off without their knowledge of it. Scam artists, plain and simple.

  Business response

  07/31/2024

  We have spoken with the customer and agree to cover the diag charge from the Ram dealer.  

  Customer response

  08/03/2024

   
  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,
  
  ***************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **** Explorer Timberline sold to us without disclosing they had removed the wifi chip. It was sold off of the truck it came on. Apparently they said it was on the paper for the window of the car that they didn't have time to put on the window due to us buying it off of the truck. It was never disclosed to us that even when we asked the salesman about transferring our wifi.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 **** F150 Lightning Platinum model, but within just one month of ownership, the window motor burned out, indicating a lack of quality for this high-end electric vehicle. My concerns escalated when the charging port caused a sudden fire, resulting in significant damage to the rear passenger seating and floor of the truck. The dealer's response was unacceptable, failing to provide a loaner car and presenting a lack of communication with **** corporate when I sought assistance. Despite numerous attempts to resolve the issue with the dealership, my car remains in their possession, and more than a month has passed without any diagnosis or repairs. I am paying insurance and monthly loan payments for a car I do not have, generating expenses that were not initially disclosed. To make matters worse, **** is refusing to repurchase the car despite rumors of recalls related to the model. As a result, I am left with no choice but to file a complain here so that I can get compensated appropriately for the hassle this has given me. I just want to get my money back as I am tired of following up and do not trust the responses I keep getting from **** company and the dealership. **** is not ready to sell EVs yet. Period.

  Business response

  10/31/2023

  Customer came to our service department on September 21, 2023 and indicated that his vehicle caught on fire.  We wrote a repair order and inspected the vehicle.  Due to the nature of the complaint we had to escalate the repair order through the proper channels at ************** for approval.  *** service advisor on this repair order has been communicating with the customer by phone and text message routinely throughout the process.  *** customer was provided a rental vehicle on September 29, 2023 by our dealership, which ************** is paying for through a customer assistance case.  *** customer is not incurring any out-of-pocket fee for the rental vehicle, other than the cost of fuel.  Repairs were authorized by ************** and the vehicle repairs have been completed except for one part.  Our dealership does still have the vehicle, because we are have not been able to source one specific interior trim piece that was damaged by the fire.  ********** is able to provide us with the correct trim piece, they are paying for the customer to stay in a rental vehicle.  ********* **** has sent tried to send us the needed trim piece, but the part that came in was different in appearance than the one on the customer's vehicle.  Our staff is working diligently with ************** to attain the trim piece so we can give the vehicle back to the owner.

  Customer response

  11/02/2023

   
  Complaint: 20806020
  
  I am rejecting this response because:

  1. Due to fire lot of things in the car were damaged and everything smelled like smoke. Since i have Asthma I am afraid to sit in the car again as it could be hazardous for my health.

  2. Since only in couple of months all these issues(Window stopped working and fire happened) came up for the car, I do not trust this car at all. Its a scary feeling driving such a car where something could break again and put my life at risk.

  3. According to the ** Lemon law if I get the car back in 20 days the company should take the car back and provide me refund. Its already been more than a month that the car has been with the dealership.

  4. Yes finally i did get a loaner car from the dealership but its a much cheaper version of the car that I actually bought. How does it make sense for me to pay 100K for a car but drive the car that is half its prize? Plus I am paying for the gas but my car was supposed to be electric and help me save on gas cost and reduce my carbon footprint.

  5. We still don't have solid timelines for the repairs and this will go on forever.

  I just want to get a refund for my car because its not worth all this hassle!

  
  Sincerely,
  
  *******************************

  Business response

  11/02/2023

  The customer should reach out to ************** corporate with any inquiries beyond repair of his vehicle.  Those inquiries are beyond the dealership's scope of authority.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Took my 2017 **** fusion into Capital **** to find out what was the noise in my car, they inform me that my flexplate has a crack in but there is something else wrong with the car so they went into the transmission and said that something is wrong with the torque converter in the transmission. They call my exdended warranty on my car so they can fix the flexplate and then they took them that the torque converter need to be replalce also. My exdended warranty told them it was their flexplate that they put in on 5/172021 has a crack that cause the damage to torque and the transmission, and now Capital **** want me to paid for them for checking out the problem which cost $2883.35 without fixing the car. They want me to give them that amount and move my car from their property. My exdended warranty send out a adjuster to check on my car to see what was the problem and that's when the adjuster told them that they was responsible for the damage to the torque converter and the transmission also to replace the flexplate. They are deny the claim. So I have no car at all. The flexplate Capital **** put in on 5/17/2023 was still under warranty from Capital ****.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I went to Capital Ford of Wilmington, May 2022 to see about trading in my truck which was ****** Frontier Pro 4X with the print out on a **** Escape I saw online and I would see about trading my truck. The low side of KBB on my truck was 21K, low miles, vehicle was in excellent shape and had a LOT of add ons to it. I did NOT get the vehicle at the price that was listed on the website. I questioned this, I was asked for the print out which had been given to the salesman. (This somehow disappeared after it went back there. I did not get it back, nor did I see it in my file of paperwork). Less than 24 hours later, bringing this stink car back after speaking to the salesman, they are already selling my truck. They had a **** Escape, same year, same model, make, etc. Only difference is leather seats, NO SMELL, and a different color. Went back to financing who added the first vehicle which had 8K plus as a balance for financing for me trading in my truck. I asked why that was. They charged me 22K not the 17K listed on the website for the first vehicle and less for my truck. I see the 2nd car was 25K. Just like it says military gets a discount. I did not get squat. I got ripped off. No consideration for what they made off my truck, and made me pay for the first and the second vehicle which was 3K over book according to KBB. I spoke with a General Manager regarding all of this and he apologized. He left, said he would be back, never came back.So they made me pay for a car I returned under 24 hours it went off the lot, added a loan from the first vehicle, back on a second vehicle and made me pay for something I did not have in my possession because it stunk, ripped me off on my truck and sold it less than 24 hours from me going in and as many times I have called and gone in person never received a legitimate answer to what they did with these transactions where I did NOT get ripped off by them. Dishonest and shady.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It started in October 2022 - The proverbial "Death Wobble" on my 2019 F350 Super Duty, with ***** miles on it. Since then it has happened multiple more times where the steering damper isolation cannot absorb the shock. There have been many threads online where premature failure to linkage bar rod ends contributed to the Wobble as well. I feel **** needs to step up and resolve this issue ASAP. Neither **** or my Dealership have offered any fix. They just stated the steering damper is on back order with no ETA. Totally unexceptional!!! The last incident was highly unnerving. **** needs to correct the problem or at least look at my truck to make sure nothing else is coming apart in the mean time at no cost to me.

  Business response

  01/02/2023

  This part is question is currently on national backorder from ***** We have offered to check the front end to see if there are any other issues that we might could repair. We will do the repair as soon as parts are made available to us.

  Customer response

  01/04/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a car from these people. They made several promises prior to my buying the car. It took me a long time to simply get a simple issue resolved. I have all the texts where they stated they would do it. I had to follow up many, many times. Finally today I had issue #1 resolved.I have paid them several hundred dollars as a fee to register my new car using the old plate. They had the old cars vin # I gave them. All they had to do was contact ***, explain the car is being registered from this vin to the new vehicle (they also had that vin) and wanted to move the license plate from the old car to the new car. I have the text proving they had the old vin # (they never asked for any old registration in any way until after I got home back in SC hours away). They "claim" they need a copy of my old registration with that plate to register the new car or they will "repossess my car. I don't owe them a *****!!! I gave them a check and financed the balance. They are still keeping hundreds of dollars they charged me to register the car weeks ago!!!The salesman I dealt with is a young inexperienced and rude "kid" with a bizarre imagination (I do not have time to get the old registration from *** as I was studying for my last EMT test and then the final exam). This person needs more life experience. I have a pretty good idea why he no longer there. I hat to drag them to court, but they have no email address and I want documentation. Apparently they regret I already have much of their lies and threats in writing. I had offered them a pot to deal with the *** for me, they refused. I also offered to pay someone to go to the dmv for a few hours (with my pot) to get my car registered yet they refused to accept that!!!I guess I will have to file complaints in NS and SC. I don't know the ** laws but they absolutely broke several SC laws. I hate to say this but I may have to retain an attorney(already had a free consult). Broken parts of the deal, threats, money for services undone!!!

  Business response

  12/28/2022

  There were a few things the salesperson had told ************** about and all have been satisfied at this time. As far as the registration goes, we were given a different registration from the tag that was desired to be transferred. We could not transfer without the appropriate registration tag/combo. As we could not process this, we refunded ************** the registration/tag fees so he could process with his local SC DMV.

  Customer response

  12/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They had the proper vin number and it is easy to get a car registered even if you use several types of documents.
  
  I have Covid now, but when I can travel 2 hours to Wilmington, NC I will be filing criminal charges through the police for theft of money they claim to have returned to me. The police will ask for proof and then they are in trouble.
  
  
  All the things promises by the salesman, such as mounting a front plate, have never been done.
  
  If Covid is over next week a lawsuit will be filed by myself.
  
  I had offered many solutions, including hiring some to do this for them if they reimbursed the small fee I would have to pay that person. At that time I had a final test, a practical, and the final exam in my EMT class and was unable to do the registration myself.
  
  If I can register the new car with the documents they have, why can they not do it? According to their story the new car would absolutely never be able to be registered to me.
  
  They took my money to do this and also broke the law of registering my car within a certain time period.
  
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2011 Honda Accord to Capital Ford collision center in Wilmington NC, the work was so bad I took my car back to show the body shop manager he blew me off They did not sand the old paint off And clear coat was pealing off before Any work was done, nothing was sanded but painted over The manager was so rude and unprofessional Please please help

  Business response

  12/11/2022

  Business Response /* (1000, 11, 2022/11/02) */ Ms. *****'s vehicle had prior damage not related to the current insurance claim. The insurance company instructed/paid us to fix the current damage. In an effort to make the bumper look better, we repaired her current damage and painted over the previous damage. Furthermore, we clear coated the entire bumper. We could not include prior damage repair in the new claim, as it was not related. We offered to the customer to repair her prior/unrelated damage at her expense; the customer refused.

*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. ↩