ComplaintsforGreenwich Ford

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Plain and simple I drove 350-400 miles total from Charlton, MA after paying a refundable deposit to check out a 2023 ***** ****** with VIN#*****************. I put the deposit down back on October 12th via Greenwich Ford's Online Credit Card Deposit Portal provided to me by Amy B**** of Greenwich Ford after a series of back and forth e-mails communicating about said vehicle. At no point in time did I ever say I was agreeing to purchase the vehicle and there is plenty of documentation of this and no contracts or forms were ever signed outside of a credit check for financing. Upon arriving to the dealership on Wednesday, October 16th I find out that the vehicle's battery is not only dead, but the shop technicians cannot even jump in. That accompanied with the fact that there were a couple cosmetic issues that were not made aware to me, I decided to ask for my deposit back. The person at the front desk took and scanned the credit card that I used and told me the refund would be processed in 2-3 business days and provided me an internal document instead of a receipt when I asked for one. I communicated with the dealership over the weekend as my agent was available all weekend days via e-mail and text and asked them why my refund wasn't showing as pending on my credit card. I was told several times that a sales manager and then a higher up manager would call me back, nobody ever did. I told them that I would be reporting this to the BBB and CFPB if I didn't get a timely response. That was two days ago. All I wanted was a call and confirmation that it was indeed processed as I need to have whatever money I can right now due to medical bills. I want my refund back immediately and I want the dealership to call me and apologize for not only holding my personal finances when they failed to deliver an as advertised vehicle, but being completely inadequate during the entire process, promising phone calls and updates that never happened.

  

  Business response

  10/25/2024

  I apologize for the lapse in time for refund. Attached is proof of refund completed.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Thursday July 18th I asked for a refund on the $1000 deposit I had placed on a vehicle. They said it would take 72 hours. As of today July 27th, no refund in shown in my bank statement.

  

  Business response

  08/13/2024

  We will verify the deposit was received and all of any refund outstanding will be processed today.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2018 *** ****** from Greenwich Ford last September. It had a hesitation in it at the time of the test drive and I was told that they would fix the issue! Since then I brought my truck back there 5 times! Each time they had my vehicle for more than 2 weeks and could never get a rental. This last time I dropped it off for the same issue, I dropped it off April 21 2024, I didn’t get it back until this past Thursday June 20 2024.. I drove it to work today June 24 2024 and my truck started hesitating once again and when I parked it the check engine light came back on! Since then I missed out on a 80k job opportunity because I had no vehicle and didn’t know when I was getting it back! Not to mention while they had my car for the length of time they had it, me and my wife would call about what was taking so long, they said they were waiting on parts. I had my wife deal with this due to my growing aggravation! They would leave her on hold forever and or not return her calls unless she repeatedly called them! Should I get a lawyer?

  

  Business response

  07/15/2024

  Unit was fixed and verified by service manager Joshua S***** Customer picked up unit and took it home. A couple of days later the customers wife called and stated the unit was acting the same way with a stutter and misfire. We asked that they bring it back and drive the vehicle with the service manager Joshua S***** We have set two appointments and offered and loaner if needed as well and have not been able to get customer back in to verify concern. Customer has service contract that covered last visit.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car March 25th from Greenwich Ford. On March 29th they got the car back due to unsafe to drive. My inspection sticker is for January, not March. If they did the inspection before I drove off the lot, they'd seen the gas leak. They said the car was missing a part and they had to order it. In the mean time, I have no car to get my son to work.

  

  Business response

  04/01/2024

  The 2012 **** ****** with 101,866 miles did pass NYSI to the states standards. We are addressing the concern that you made to the dealership and would provide a loaner to be driven when one is available. The Service and Sales Manager are aware and if we get a loaner back before the ****** is completed they will contact you to make arrangements to get a loaner to you for use.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the car in January 2022. I didn't even get it until March. They didn't have the title. It was supposed to have an alignment. They never did it. Was supposed to contact me with an appointment, they never did. Paid for the alignment out of my pocket. Took the car in to have an oil change in Sept., the technician commented about a tire that was low that he took car of. He used fix a flat. Then they denied doing it. Now, the transmission went on it, they're saying that the power train extra warranty I purchased may not cover it. I was told by "Jen" "What do you expect buying a used car?" I was also told I'm not entitled to a loaner car.

  

  Business response

  01/25/2024

  Any promise of work that is not performed at time of delivery will be put on to a "We Owe" document as a promise for additional services. If you have, we owe for additional services, we will honor doing an alignment. Loaner vehicles are available for scheduled appointments that request one when they are available. There was not one available upon your request. You are welcome to trade in your vehicle if you are not satisfied with it for current market values. Your service contract with Ford documents what they will cover, and the information was processed to the warranty company.

  Customer response

  01/29/2024

  If they are willing to waive the "Diagnostic" fee of $165.00, plus the fee for the transmission fluid, that apparently isn't covered by the drive train warranty, and a formal apology for the way I was talked to and treated then I will consider the matter closed.  

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a car and was approved. Ive been working with Mark M*****. We agreed that my down payment of $4,000 would be made Monday or tuesday this week. And I will pick up car thursday this week. However after date of down payment was agreed upon Mark keeps calling asking for a $1k down payment or **** sell car to someone else. So Dec 15th I complained of this to the dealership and they promised me over phone they would not sell car and would let me make down payment as Mark had agreed. Still I am getting calls after this promise from Mark saying he needs $1k or **** sell car to someone else. He is not honoring our agreement or his word. I cannot afford to lose out on our agreement or this car because of their bad buisness behavior and refusal to honor our agreements.

  

  Business response

  12/18/2023

  The salesperson was asking to obtain a deposit to hold the vehicle for Ms. ****. It is dealership policy to not take vehicles off market without a deposit. The vehicle in question was sold and delivered on Saturday 12/16/23. We can offer you other vehicles to choose from or we can review inventory outside our store to see if we can find a vehicle to fit your needs. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2013 ***** *** from greenwich ford on oct 6. At pick up me and my son noticed that brakes looked bad. Mentioned this to sales person. She said call Monday and we will get it fixed. Made an appointment with service dept for Oct 16. Took car in. Service depth put in writing that car needs all 4 rotors and brake pads. Car also needs all 4 tires and front end work. Needs a new windshield due to hole. Tire sensor light was on due to a plug in tire that was leaking. Service implied that car should not have been inspected due to problems found

  

  Business response

  10/20/2023

  The vehicle passes NYSI . Brakes and tires are good . We offered to fix the crack in the windshield.  

• Initial Complaint

  06/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  See attached timeline for details. I am requesting a full reimbursement ($299.66) of a payment made on a leased vehicle that was turned into Greenwich Ford on 11/3/22. They have partially repaid (200.21) the overpayment but I feel I am entitled to a full reimbursement (amount still owed is $99.45). The dealership overlooked the odometer reading statement on the day I turned in the vehicle. Due to their constant calling/texting for sales reasons, I did not discover some of the calls were about this form. I completed the form on 11/25/22 and the dealership released the lease at that time. I believe the difference in the reimbursement is due to the delay from the car being turned in on 11/3/22 and the lease termination on 11/25/22. This paperwork oversight is the fault of the dealership - not mine. I was willing to accept the smaller amount until I discovered that the check was unsigned. Needless to say, I was angry and felt like they were "playing" with me. I now want the full amount.

  

  Business response

  07/06/2023

  Sure come on down Monday thru Friday if you have paid this to Ford and we will pay a reimbursement with proof provided or if it is not paid we will send a eft to Ford directly. Let us know which case applies.

   

  Thanks,

   

  Jason

  Customer response

  07/08/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Jason requested I "stop in" which I have done several times and provided the information he requested.  I left the attached letter and proof of payment at the Dealership today.  I have already stopped in several times and will not consider this issue resolved until I receive a check.  
  Regards,
  ***** ******
  
  

  

  Business response

  07/11/2023

  Hi *****, I received the documents that you dropped off yesterday. You can stop in anytime during regular business hours and pick up a check.

  Thanks, 

  Jason

  Customer response

  07/12/2023

  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.

  I received the check todayl

  Regards,
  
  ***** ******

• Initial Complaint

  11/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I test drove the vehicle on 10-24 I told them it had a shimmy in the front end, they never fixed the problem. On the 10/25 on the ride home it still had the same shimmy in front end, I called with complaint. they made appointment for 11-10-2022 at wich time I was told the car needs tires at a cost of over $900. dollars. I feel they should have check out the front end shimmy and put new tires on the car before I took the car off the lot. They disagree. I don't know how they can get away with sellinga vehicle that they know needed tires.

  

  Business response

  11/22/2022

  We will review the details of the purchase 11/23 and reach out directly to customer to review options.

  

  Business response

  12/15/2022

  There would be no issue mounting and balancing the tires.

  Customer response

  01/13/2023

  BBB spoke to the customer:  They finally resolved the issue but I am very dissatisfied with the service.  It ended up being a bent wheel.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited the dealership on August 21, 2022, test drove a truck, and put down a $500 deposit. The next day, they texted me to tell me that they ‘were waiting on some documentation’ to get the sale done. That day came and went. On August 23, they said it would be 10-15 days before they had the title to the truck . A week later, I had to reach out to them for an update. Still no title. On Sep 1, 2022, they said they hoped to have it ‘next week’. On Sep 7, I reached out again— no update. Sep 8, I was told ‘any day now’. On Sep 12, they said they were still waiting on it. The next day, I bought a truck from another dealership. I asked Greenwich Ford, my salesperson Chase, for my $500 back. On Sep 14, Chase had all the debit card info he needed to reverse the $500 charge. Sep 19, I asked if it was coming — no response at all. I texted Chase again on Sep 23. No response. I called the dealership on Sep 27 and spoke to a woman in the office that said she’d “look into it”. On Sep 30, I called the dealership again and spoke to a ‘manager’ who also said they’d look into it. I texted Chase that same day, and he said the refund comes from corporate. No info on when. It’s been 42 days since I tried to buy a truck there, and 19 days since I asked for my deposit back. This dealership is dysfunctional and shouldn’t be selling cars for ****. 

  

  Business response

  10/05/2022

  Mr ******, Attached is the refund processed on your deposit. Review and verify  receipt. We apologize for the oversight and thank you for your patience. Jason L****** 

  Customer response

  10/07/2022

  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. ↩