ComplaintsforTom's Ford, Lincoln, Inc.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a used 2018 **** Expedition from ************* March 8, 2023. We were given a signed paper from them that they owe us a 2nd key to the vehicle. I have contacted the salesman and the manager several times and have not received a response.

  Business response

  09/11/2023

  Thank you for making us aware of this issue.  We were able to successfully identify the concern and are actively resolving.  The Sales person that was unsuccessfully able to be reached has been on extended medical leave and we weren't checking his messages.  The second key is being replaced.  

  Customer response

  09/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  03/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I preordered a pick-up Ford Maverick on December 14 2021. They promised me that I would get the car in about 8 weeks. I called the dealer during the 8 week mark and they told me they still didn't have the car. I called the sales person 1 month after my pre-order and he had told me everything was fine with my order and not to worry about anything. Situations changed when I went to the dealer 2 weeks later (10 weeks within my wait) in person to see what was going on with my car situation. When I got there I spoke with the sales person and he told that there wasn’t a set date on when I would receive the car. I haven’t received a single email or letter letting me know that the car delivery was going to be delayed or anything related to when I would be getting the car. I spent about a thousand dollars in accessories for the truck that seems to be un-promised due to the lack of communication being provided. In those 2 months nobody let me know about any issues within receiving the car. If you go online you can see the same truck Ford Maverick for sale up $6,000 more than what I had bought it for. Why wasn’t I given any updates about the truck I pre-ordered? When will I be getting the truck?

  Business response

  03/07/2022

  Good morning Mr. *****,

  We are sorry that your order is taking longer than expected on the Ford Maverick. I know our GSM Charley has been in touch with you to discuss your order and to assure there is better communication with you order going forward. Additionally, i was able to adjust your priority code from level 19 down to level 10 to help accelerate the production time frame. (Priority 80 is the worst / Priority 10 is the highest a dealership can input). My hope is that this move will move your order higher on the list. However, i cannot make any promises as to when Ford will pull your order for production due to the global supply chain shortages that have affected the entire industry. In looking into your order there seems to be a commodity constraint on the XLT Luxury Package which means Ford is trying to gather all of the materials for that package in order to fulfill the high demand for this product. As i am sure you and Charley discussed over the weekend, the global supply chain shortage has caused delays across the board when it comes to the Ford line up. We are having issues securing microchips, material for bed liners, as well as many other smaller components that complete the vehicle. My hope is that by changing your priority we will see some movement on your order but at this point in time it is a waiting game as Ford works hard to secure the proper materials to fulfill the back order of parts needed to complete the order. We will be in touch with any updates as we receive them. Thank you for your understanding, i know it is frustrating but it is unfortunately effecting the entire automotive industry and our hope is that things start to free up a bit more in the upcoming weeks. 

   

  -Ryan L

  Customer response

  03/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  **** *****

*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. ↩