Freedom Ford-Lincoln Mercury, Inc.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. 
This is the second time my car has come back with additional problems.  The first repair, button 1 on my radio has not worked properly since they kept it over two weeks.  Button was working fine prior but since other repair work you have to really press down on it.  Ford has not given any evidence that they reviewed security tapes to prove there was neither a break in or employee malfeasance.  Lastly, they refuse to contact me to discuss the matter or to schedule an appointment.  Specifically, ** failed to return my last phonecall to schedule an appointment.  One week after the repair, my rear right tire sensor showed tire pressure as low showing there was a small leak after leaving their dealership and and has not quit leaking air.   I am not driving over an hour and a half so they can damage something else on my vehicle. 
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was in shock from their response and I am not even sure exactly what I said in my response. But it is an out and out lie, all of it. On June 9th I went in the service rep went out to take the truck around to the mechanic I went to the bathroom and when I came out the service rep was looking for me, and I wasn't in there just a minute, he said the mechanic wasn't checking the truck because there was no need that sensor was working fine. I told him that it kicked on every week sometimes twice a week and he went and told the mechanic, mechanics response was well maybe that sensor was bad to begin with. I said a bad sensor that worked for 7 and half years, I don't think so. Service rep said there is nothing I can do, he said drive it, its fine. And I do not have an oil cooler busted, I have air cooler, intercooler busted, this is part of the exhaust system. This cooler busted from the build up of soot and the soot is coming through where the cooler is busted. Claim against Freedom Ford Lincoln Mercury, Inc.I took my truck to another place of business and had them put it on the computer to see exactly what codes come up. The codes that came up was a code for a brake switch, and another code that was undefined and I had to look up possible causes for that code on the Ford site, and they were the oxygen sensor, the busted air cooler, and something to do with the memory. It wasn't exactly spoken in those terms but that is what they meant. There was no code what so ever for any thermostat. If they had checked my truck in June when I made the appointment and took it in, this would not have happened to my vehicle. The mechanic refused to look at said there was nothing wrong with that sensor, even after I made the service rep go back and tell him that the old sensor kicked on every week and sometimes twice a week. The service rep came back with the same response, the mechanic said it wasn't suppose to kick on all the time there is nothing wrong with it drive it, its fine. I was sick enough over this messand now even sicker since I had it put on another computer and found out that I was just lied to. I contacted Freedom Ford service rep to get the exact part number for the sensor so I could go ahead and order the parts, I need to get my truck running again. I informed the service rep that I had taken the truck and had it checked by someone else and told him what had came up. I also told him that I had left a message for the service manager to call me and he had still not returned my call. I ask to inform the service manager of the problem and ask him to give me a call, that was May 9th, and he still hasn't tried to contact me. Even after I fix these problems there is no way of knowing exactly how much damage has been done to engine. I talked to a mechanic and he said I could fix it and the engine could still blow up, it may run 20000 miles or it may not have hurt it, no way to tell until it blows up, and this would be the cause ofthat problem.I paid way to much money for this vehicle to only get 107000 miles out of it. This engine should easily be good for 500000 miles. I have owned Ford vehicles most of life and have never encountered problems like these.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
in response to Freedom Ford's answer....when the service manager called me back that day he clearly stated that they would not honor the warranty because there was no way their mechanics could have made a mistake.  I only hung up on the phone on him because he became rude and belligerent towards me with comments such as "if it were my truck and saw it was low on oil I would have brought it back then and not waited 5 months".  It doesn't matter if I took it back 5 mins, 5 months or 1 year 11 months and 29 days, I was given a two year warranty on parts and workmanship.  The truck never leaked oil before the work and now it immediately started leaking from an area of the engine near major work being done.I have since talked to a head diesel mechanic at [redacted] and he stated that it is very possible to cause the high pressure oil pump to leak with work done to the oil cooler because the oil pump feeds the oil cooler, plus the turbo that they removed is also connected to the high pressure oil pump.  These two parts are just inches apart and parts that were removed were directly over the oil pump.  $1400 is the quote they gave me for the oil pump, this $500 quote is the first I have heard of.  They also looked at a potential coolant leak but couldn't find any reason why the truck would be 1 1/2 gallons low on coolant, they stated the truck had a service bulletin that said not to fill coolant level to fill lines.  Since they couldn't find any leaks no repairs where mentioned.  The other complaint was it was pulling codes p0401 which is low ERG flow, they same code it was reading when I brought it up there for the work the first time.  They said it was probably a bad sensor instead of checking it and only guessed at the conclusion, sensor wasn't removed.  This sensor was bought on may of 2016 one week prior to their work and only cost 150.00 so I still don't know where the other 900.00 in cost comes from.Since getting the truck back from Freedom ford the truck is now pulling code p0672 which is glow plug module which is a part they fixed.  This code was not present when taken to the shop.It is still my firm belief that this oil leak was caused by careless workmanship from their mechanics....the oil leak needs to be fixed, the glow plug module needs to be looked at again, I will replace the ERG valve myself as that is easy mechanics,  and the system needs to be checked for where did the anitfreeze go.  Since I put the last amount of anitfreeze in the engine It has not dropped in level...this leads me to speculate that they short filled the truck after they flushed the system.thanks[redacted]

The customer and I made a deal to have the oil leak fixed and we looked at the coolant leak we did find a clamp leaking and replaced that for them also test drove no signs of any other leaks at this time customer has vehicle as of last weekThanks [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Freedom Ford of Wise has preformed the work and which solved my complaint. I will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
That is a lie I was at Freedom Ford for less than 5 minutes on June 9th, service rep took my truck to the back and brought it right back out the mechanic never touched it.

in refrence to this claim [redacted] on april 14 2015 at 90881 miles truck had a check engine light on we scaned truck found egt 11 sensor at fault and bad replaced recheck working to ford spec.on june 9 2015 at 93455 miles customer came in with a concern that truck has not gone into regen mode...

to clean soot no signs of engine light on or anything not working was told that normal driving it could take uo to or more than 8000 miles to clean with normal driving  when cleaning more often results are fault in sensor or low speed and heavy idle time to burn off built up soot. no issues found on may 3 2016 at 103733 miles for loosing power we checked truck needing oil cooler at this time not in result of sensor replacement 13000 miles ago we gave customer estimate to fix -- [redacted]

Good afternoonid#[redacted] a response toFreedom ford did recall 11s21 per recall informed customer of other repairs that was not on recall to complete properly attached is letter from ford motor co recall has been out since 2011 phone numbers for them to call are in owner letter that is...

attached [redacted]

Subject: [redacted]case # [redacted]• repairs where made for the issues stated with no problem • customer emailed about the window sounds then called into service manager she was informed that didn't see any reason that this was our fault when we where not working on that door area but did give her...

advise about what could be going on with out see vehicle lot of snow in area could be road grim or salt around weatherstrip area to clean and spray a silicone on weatherstrip if didn't work call back and we would bring it in and look at it • also in her letter about break in no signs of anything or anyone trying to break in no other reports.• at this point we have not seen vehicle back to asset the issue she is having • our dealership is not responsible for he cost to repair--  [redacted]

Review: A sensor went bad in my truck, this sensor kicked the exhaust cleaning system on regularly. Every week sometimes twice a week. As soon as this sensor went bad I took the truck straight in to the dealer and they replaced it, after driving the truck for 4 weeks or so I thought hey that cleaning system has not kicking on, so I contacted the service department and took the truck back over there for the mechanic to check out. He refused to check anything told me that sensor was working fine and that's the way it was suppose to work to take it drive it, its was fine, that the old sensor was probably a bad sensor. So I did what he said I drove my truck which is now down on power because of a busted air cooler, and yes the air cooler busted because the exhaust cleaning system wasn't functioning because the new sensor wasn't allowing it to kick on and do its job. It is possible that there was nothing wrong with the sensor and that it was just improperly installed. There is no way to tell how much damage that this has actually done to my engine. I keep my vehicles for a very long time, my former F250 is still in service, not owned by me, but still in service and its a 1993 model. I have always taken very good care of my vehicles and kept them in top running performance. I am sick, just sick that you put so much money into a vehicle and the very people that are suppose to able to keep it in top running condition turns around and destroys your vehicle. I don't want to leave out anything so I best include this the service rep yesterday said the mechanic told them that the thermostat flow was what had kept the sensor from letting the exhaust cleaning system kick on, that I had a bad thermostat. Which was a lie all in its self, because I never said that it had never kicked on, all I said was that it wasn't kicking on like the old sensor. Had the mechanic checked the vehicle when I took it back over there in June, instead of just blowing me off, none of these problems would be present with my vehicle.Desired Settlement: I want my vehicle repaired to its former state.

Business

Response:

in refrence to this claim [redacted] on april 14 2015 at 90881 miles truck had a check engine light on we scaned truck found egt 11 sensor at fault and bad replaced recheck working to ford spec.on june 9 2015 at 93455 miles customer came in with a concern that truck has not gone into regen mode to clean soot no signs of engine light on or anything not working was told that normal driving it could take uo to or more than 8000 miles to clean with normal driving when cleaning more often results are fault in sensor or low speed and heavy idle time to burn off built up soot. no issues found on may 3 2016 at 103733 miles for loosing power we checked truck needing oil cooler at this time not in result of sensor replacement 13000 miles ago we gave customer estimate to fix -- [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

That is a lie I was at Freedom Ford for less than 5 minutes on June 9th, service rep took my truck to the back and brought it right back out the mechanic never touched it.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was in shock from their response and I am not even sure exactly what I said in my response. But it is an out and out lie, all of it. On June 9th I went in the service rep went out to take the truck around to the mechanic I went to the bathroom and when I came out the service rep was looking for me, and I wasn't in there just a minute, he said the mechanic wasn't checking the truck because there was no need that sensor was working fine. I told him that it kicked on every week sometimes twice a week and he went and told the mechanic, mechanics response was well maybe that sensor was bad to begin with. I said a bad sensor that worked for 7 and half years, I don't think so. Service rep said there is nothing I can do, he said drive it, its fine. And I do not have an oil cooler busted, I have air cooler, intercooler busted, this is part of the exhaust system. This cooler busted from the build up of soot and the soot is coming through where the cooler is busted. Claim against Freedom Ford Lincoln Mercury, Inc.I took my truck to another place of business and had them put it on the computer to see exactly what codes come up. The codes that came up was a code for a brake switch, and another code that was undefined and I had to look up possible causes for that code on the Ford site, and they were the oxygen sensor, the busted air cooler, and something to do with the memory. It wasn't exactly spoken in those terms but that is what they meant. There was no code what so ever for any thermostat. If they had checked my truck in June when I made the appointment and took it in, this would not have happened to my vehicle. The mechanic refused to look at said there was nothing wrong with that sensor, even after I made the service rep go back and tell him that the old sensor kicked on every week and sometimes twice a week. The service rep came back with the same response, the mechanic said it wasn't suppose to kick on all the time there is nothing wrong with it drive it, its fine. I was sick enough over this messand now even sicker since I had it put on another computer and found out that I was just lied to. I contacted Freedom Ford service rep to get the exact part number for the sensor so I could go ahead and order the parts, I need to get my truck running again. I informed the service rep that I had taken the truck and had it checked by someone else and told him what had came up. I also told him that I had left a message for the service manager to call me and he had still not returned my call. I ask to inform the service manager of the problem and ask him to give me a call, that was May 9th, and he still hasn't tried to contact me. Even after I fix these problems there is no way of knowing exactly how much damage has been done to engine. I talked to a mechanic and he said I could fix it and the engine could still blow up, it may run 20000 miles or it may not have hurt it, no way to tell until it blows up, and this would be the cause ofthat problem.I paid way to much money for this vehicle to only get 107000 miles out of it. This engine should easily be good for 500000 miles. I have owned Ford vehicles most of life and have never encountered problems like these.

Review: Found a vehicle on lot that I wanted to purchase on Memorial Day 2013. Filled on loan application for myself and my co buyer but couldn't be processed that day because banks were closed due to holiday. Called the car lot around 10:00 am the next morning was told that we had been approved for the purchase of that vehicle. I asked if I could come get the vehicle and keep it that night so the co buyer could check it out and we would bring it back the next morning and finalize the buying process. I was told over the phone that would be fine so I told them I would be there in a couple hours to get the vehicle. I arrived at the car lot around 12:30 when I got there the car was gone. When I asked where it was I was told someone else was test driving the vehicle. I asked what would happen when they returned and was told if she wanted to purchase it she would have first option. I asked how that was right considering I was told earlier that I had been approved by the bank already to purchase the car and had also been told I could come get the vehicle. They said it was first come first serve basis. I then reminded them that I first wanted the car the day before but due to holiday nothing could be done. They then said I was suppose to make a deposit which I didn't because I wasn't told I needed to that day. I also told them I was very angry that they sent my info to the bank and then sold the car after telling me I could come and get it. I feel they wasted my time and costed my credit score. I see it as they were trying to sell the vehicle to two people at the same time. If it was first come first serve then rightfully I should have first option since I seen and filled out credit application on the car the day before the other person even seen the car. The fact it was a holiday wasn't my fault.Desired Settlement: A car

Business

Response:

I'm responding to case id#[redacted]. It is very unfortunate that the complaintant felt the way she did...I actually tried to help her myself the day she came back to look at the car. She had called in and requested to drive the vehicle overnight. Before arriving another customer had came in and was test driving the car. She was very angry and began cussing me in the showroom. I politely explained to her I would not be disrespected in that manner and walked away. Her mother came over and appologized to me for her rude behavior. We are very sorry she became upset. She had made no commitments that she was going to buy or offer to put a deposit to hold the car. Only that she would like to drive it again overnight. It was available for sale and we sold it.... Kindest Regards, David ColemanGeneral ManagerFreedom Ford Lincoln Claypool Hill

Consumer

Response:

When I spoke to the man on the phone that morning I told him I wanted the car and my dad [redacted] would be in the next morning to sign his part of the papers. He agreed I could go ahead and take the car home for that night till dad could get up there. I was angry because from the start he acted inconsiderate and rude himself. When I made the statement that nothing could be done the first day I seen the car because of a holiday he just said that wasn't his problem. I think the reason the car was sold to the other person was because we had settled on a little less than asking price. Regards,[redacted]

Review: On February 3, 2016, I took my 2006 Ford Escape Hybrid into Freedom Ford in [redacted]. There were several issues with it, including the rear right door alarm going on at odd times when the door was clearly shut. Also, the alarm would go off for no apparent reason and it would not shut off. On top of these issues, it needed 2 new tires and the following repairs:

I had asked [redacted], if he would throw in a car wash and he agreed. They kept the car until February 11th when I brought the tires down to be put on and pay for the repair work.

Less than a week after getting my car back I noticed that the driver side door was slipping when opened and the window was squealing when going up or down. This did not happen until after it was at the Ford dealership in [redacted]. On 2/25/16, I emailed [redacted] regarding the issue and did not receive a response. I then called [redacted], the manager and he recommended spraying silicone in the window crevice. I asked him if it was possible that my car was broken into while at his dealership and he did not answer.

Around 3/1/2016, I phoned ** to ask him if I could bring our Honda in to be repaired as a prior appointment could not be made. I thought I could bring in the Ford at the same time. I never heard back from him.

After talking to several automotive technicians they said that it would not work and would mess up my window. Over a month has gone by since this happened and my window has gotten worse with scratches all across my window now due to whatever damage happened at Ford.

Ford service failed to fix my rear right door and the alarm malfunctions and then damaged my window.Desired Settlement: I’m asking for Ford to pay for the repair and damage caused at another dealership due to the mistrust I now have for them and because I have a dealership closer to me. I’m also asking for a rental vehicle while it’s being repaired. I’m requesting all security video footage from 2/03/16- 02/11/16 be examined to determine if my car was tampered with while at the dealership and interviews conducted to find out if any employees were responsible.

Business

Response:

Subject: [redacted]case # [redacted]• repairs where made for the issues stated with no problem • customer emailed about the window sounds then called into service manager she was informed that didn't see any reason that this was our fault when we where not working on that door area but did give her advise about what could be going on with out see vehicle lot of snow in area could be road grim or salt around weatherstrip area to clean and spray a silicone on weatherstrip if didn't work call back and we would bring it in and look at it • also in her letter about break in no signs of anything or anyone trying to break in no other reports.• at this point we have not seen vehicle back to asset the issue she is having • our dealership is not responsible for he cost to repair-- [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

This is the second time my car has come back with additional problems. The first repair, button 1 on my radio has not worked properly since they kept it over two weeks. Button was working fine prior but since other repair work you have to really press down on it. Ford has not given any evidence that they reviewed security tapes to prove there was neither a break in or employee malfeasance. Lastly, they refuse to contact me to discuss the matter or to schedule an appointment. Specifically, ** failed to return my last phonecall to schedule an appointment. One week after the repair, my rear right tire sensor showed tire pressure as low showing there was a small leak after leaving their dealership and and has not quit leaking air. I am not driving over an hour and a half so they can damage something else on my vehicle.

Regards,

Business

Response:

It's stated that 2 week repair that now they are having different issues other than intended repair in that 2 weeks over have of time was waiting on approval and them finding parts cheaper not wanting to use oem parts. No tape coverage they are written over on after 7 days . in response to no contact we have tried also we set appointment and was a no show month or so back. all her concerns are not related to intended repair and are not a result in our issue at the dealership. but would be glad to give them a estimate to fix.-- THANKS ,[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Ford’s response is mostly unreadable. The delay in approval is due to Ford ([redacted])

failing to respond to my email messages.

Ford sent an estimate on 2/4/16 via email at 11:24am. I responded less than an hour later with a

letter (attached). Many of Ford’s parts

are marked up over 50-100% and were not reasonably priced. When I didn’t receive a response I phoned

Ford. This was the reason for the delay

in getting parts. The reason I was a no

show was because we had a huge winter storm that dumped over 15 inches of snow

and I could not get there, over an hour and a half away and could not be

without a vehicle at the time as well.

I first took our Ford Escape Hybrid

to Ford when it was stalling while driving January 14, 2015, invoice 179025. We

had to have it towed to the Ford dealership in [redacted] We find out that there is a TSB bulletin on

it: “Code hybrid

battery powered cutoff circuit wiring harness in back TSB bulletin” and it was going to cost $510.87 to

repair. Apparently, this has been a

recall item in other Fords and this seems to be a common problem. This was a recall item yet Freedom

Ford declined to pay for or repair it, failed to give me a rental car and kept

the car for 2 weeks claiming they could not figure out what was wrong with

it.

When I received the car back, the

radio station program button # 1 would not work unless you pushed down hard on

it, as if someone had jammed it. The rear

right door sensor was not working, the passenger airbag light said it was off

for no reason as it’s not controllable and the alarm would go off for no

reason.

For this repair and the most recent

one, Ford’s Tech’s would fail to return phonecalls to make an appointment or

fail to remember what it was I had called about. In fact, one of their technician’s were let

go because he seemed clueless any time I called or went in there.

After taking it back to Ford for the

most recent repair of the CV Axle, tire sensors and multifunction switch around

2/3/2016, I received the car back during freezing cold weather and storms. Due to this, I did not roll the window down

for several weeks. When I did roll the

window down, it squealed and scratched the glass. This did not happen UNTIL AFTER I RECEIVED IT

BACK FROM FORD. Second, my rear right

tire has been slowly leaking ever since I got it back. This happened after Ford

replaced two rear tires for me.

Regards,