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Carman Ford Lincoln Inc.

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Reviews Carman Ford Lincoln Inc.

Carman Ford Lincoln Inc. Reviews (35)

SERVICE is non-existent at this dealership. Save yourself the aggravation and try another dealer. Nepotism must be the explanation for Todd's management position and Larry, the owner, should stay away from customers-he only exacerbates frustration!

To whom It may concern, when customer dropped off vehicle the projected completion date was based on the estimate he received from his insurance company  the Insurance company estimate of record was $3300.62, we had to call the insurance company and re-write It with his insurance company to a...

total of around $6322 10. Additionally almost 99% of the Issues we experienced with this customers repairs were caused from a sublet glass vendor which caused damage to windshield opening leak in windshield, damaged cow screen etc... We warranted these repairs supplied rental and a courtesy vehicle for customer. Performed pick up and drop off service to customers house, every time the vehicle was back here for sublet glass REWORK. We apologized for issues we were having with glass vendor.
the glass vendors were overwhelmed and understaffed from 5-22 14 through present date due to massive hail storm our customer s damaged was caused from,
as far as the scratches In the exterior of customers side glass we did not cause and are not responsible for. these scratches are clearly on the exterior original glass and are from road debris making contact with car as he is driving on highway. we did offer customer to meet half way and split cost, offering $175.00 for half the glass replacement in good faith.

This is in response to concern #[redacted] for [redacted]. We have diagnosed the Fiat concern and we have establshed that the transmission needs to be replaced.However, we apologize if the Fiat/Chrysler representative had mislead her in the fact that they would cover the repair financially when she...

spoke to them as she has mentioned. We cannot control the factory employees.I have attached the documents and correspondence from our employee [redacted] which has been communicating to [redacted].We are sorry but since the Fiat is out of warranty (which expired at 50,000 miles) we cannot offer any repair assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
have reviewed the response from Carman Ford and do not agree with their response.  I do not recall any correspondence from Carman Ford that I have not responded to in a timely fashion.  Furthermore and more importantly, as previously stated I in the original complaint I provided Carman Ford the opportunity to correct the issue and it was never resolved.  Since the original complaint was filed I have since had the ticking noise corrected.  The ticking noise was caused from loose spark plugs which allowed air leakage through the cylinders causing a ticking noise (Receipt and Service Statement available upon request).
As previously noted in the original complaint I was directed by the President of Carman Ford to take the vehicle to another auto repair shop.  I took the vehicle to another Ford authorized service center where I had work performed.  The first attempt to correct the issue was to replace the lash adjusters which were diagnosed by Carman Ford as the cause of the engine ticking (Receipts available upon request).  I had the lash adjusters repaired and the vehicle continued to tick from the engine.  I drove the vehicle for a few more weeks and the ticking noise and the hesitation during acceleration continued to worsen.  I took the vehicle back to the Ford authorized service center to have the vehicle looked at again.  During this visit the technician discovered that some of the spark plugs had backed out of the cylinders and were able to be removed by hand.  It was explained to me by the technician that the loose spark plugs was allowing air to escape from the cylinders which was causing the ticking noise as well as improper ignition/combustion in the engine (Receipts available upon request).  When I returned the vehicle to the Carman service center when I first heard the ticking noise I was told that all of the work that was performed from the initial service the week of January 22, 2015 until then had been reviewed and everything checked out fine.   If this had been the case I believe even an inexperienced technician would have been able to discover the loose spark plugs.  However since this was not the case and since the loose spark plugs were a direct cause of the work that was performed at the Carman Ford’s service center during the initial visit the week of January 22, 2015 Carman Ford should be obligated to reimburse me.  This work should be covered by the 1 year/ 12000 mile parts and labor warranty provided by Carman Ford which I reviewed with the service manager during my February 3, 2015 visit to have the ticking noise reviewed by the Carman Ford service department.
On Friday June 5, 2015 I delivered a written letter and copies of receipts to the Service Manager at Carman Ford’s service center requesting to be reimbursed (Letter available upon request).  I was told that this matter would be reviewed with the President of Carman Ford the following Monday and that I should receive a phone call.  I have not received a phone call as of my writing this letter today, however I did receive a written response to my initial complaint.  Since receiving Carman Ford’s response I called and left a message for the Service Manager to confirm Carman Ford’s response was drafted and submitted to Revdex.com after June 5, 2015.  I have not received a return phone call as my writing this letter today.
In closing, I only ask that Carman Ford stand behind their service and honor their warranty by reimbursing me the monies that I have exhausted to correct this issue.
 
Regards

[redacted]   After reviewing the subsequent repair orders from Bayshore, there is one finding from their technician that shows what [redacted] is claiming as the concern for his noise is incorrect.    On the repair order dated 9MAR2015, order number 1067991 the technician notes " checked power balance, OK, checked relative compression, OK, performed injector balance test OK,. If the all 8 plugs had been loose at this point the power balance and relative compression test would not have passed. This is when Bayshore disassembled the engine to replace cam phasers and perform other additional repairs. It is then noted on the following repair order dated 12MAY2015, repair order 1069405 that when power balance was performed that test failed and  cylinder 3 had a miss fire, also noted that all plugs were finger tight. Bayshore was the last place to have the engine apart for repair, the condition could not have been present on the visit in March because it would have failed both tests. Michael Buck also informed during our last conversion that Bayshore stated that one plug had a missing electrode in cylinder 3. This would have  caused a miss which would have been noted by the testing that Bayshore performed in March.    Since my last conversation  with [redacted] in mid June I have not received anymore correspondence, I was under the impression that this was settled. I apologize for any miscommunication.      [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

In response to Mr. [redacted] letter I do not think we should be held responsible for another shops repairs or cost associated with repair. We stand behind the work that was performed in January (replaced spark plugs). When Mr. [redacted] was in for these repairs there was a discussion in regards to the noise...

that was present in the engine. Mr. [redacted] was given an estimate to try to determine the source of the noise but Mr. [redacted] declined further diagnoses at that time.I have left several messages on Mr. [redacted] voice mail but have been unsuccessful in reaching and talking with Mr. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My view:  They state in their response that all of the extra damage was caused by the sublet for glass they used but I had to take it back for other reasons aside from just the windshield.  The sunroof was misaligned initially, there were scratches on the body of the car after they had done paint work that required buffing and/or repainting.  On the many occasions they had my vehicle it has come back to me with a new problem.  And now after 2 months of back and forth they are tired of me showing them how bad their quality assurance is and refuse to fix the issues they have caused.  There is no way 3 windows on my car sustained scratches from highway driving that were  in a pattern that resembled someone wiping my car down with a rag post-wash (these scratches are not vertical or horizontal).  I am not sure how multiple scratches in the same pattern on all 3 windows can occur from road damage.  
Since my initial Revdex.com claim I have taken my car back because the rear view mirror fell off my windshield.  
Their blame has always fallen on the glass sublet which has caused the majority of the damage but not all of it.  This reflects poorly on their business and in the end they are the ones that give the vehicle a final once over and that is where the quality control comes into question.  The vast majority of these problems could have been caught by someone just doing a walk around of the vehicle in the general area work was done.  I know they have since gotten a new glass sublet but this is still on them.  I had no control over who did my glass, I took my car to Carman Ford for the body work and THEY are the ones who chose and used the glass sublet.  I am tired of them using the glass sublet as a scapegoat for their quality issues.
They also claim to have always offered me pick up and drop off services, this was not the case until the last few drop offs I made.  They always set me up in rentals though so this part was true, but it was always up to me to go pick up the rental/my car which was commonly a 2 person task.  My time is valuable and they wasted a lot of it, not to mention the stress that it put on me and my family for over 2 months.

I have reviewed the customer's complaint and would like to state the real facts for the record and inform you of the resolution of this matter.Rather than dissect the customers complaint as he has written it I'll compact it into a brief synopsis, [redacted] had his truck towed to our...

shop after a botch ed repair done by his Son on 1/30/2015 at 12:27 pm. He originally was waiting to have the vehicle diagnosis done along with having the oil cha nged, h is request is computer generated and he signed the repair order [redacted] which acknowledges he is in agreement with the complaints as noted (copy of ro[redacted] attached).The tech working on the vehicle was given a detailed explanation as to what his Son had done to the truck that had triggered the current problem and requested that we be allowed to remove the aftermarket parts that were installed in chance that they were not compatible and causing the problem since the truck was fine before they were installed,he agreed and we continued with the replacement for the agreed price of $249.95. This did not rectify his problem and werequested to go further with the diagnosis, [redacted] agreed so we did the basic testing needed for a problem of this nature, ourfinding were inconclusive so we contacted Chrysler engineeringdepartment for assistance (communication action attached labeled "STAR Case"). Engineering advised us to replace the valve body and flush the cooler lines then recheck. [redacted] was contacted and repairs reviewed,he then authorized the repair for an additional$936.90. These repairs were completed and the veh icle still had stall out issue so again Chrysler was contacted and we were advised to replace the front transmission pu mp, torque converter, and the input shaft seals, [redacted] was contacted a.nd declined the repair also stating that he didn't feel he should have to pay for anything since the truck wasn't repa ired. Icontacted [redacted] at his request to review the situation on 2/4/2015 at 1:30 pm we spoke for about 30 minutes and came to the agreement that we would replace the torque converter (because he had a friend in San Diego tell him this would fix the truck) and if fixed he would only pay for the oil change and the  . torque converter replacement,, but if it did not repair the truck he then would be responsible for the repairs up to this point, he agreed that this sounded fair and ask that Ireview same with his Son when he stopped to check on the status, Iagreed and did explain our plan of action to his Son {who was less than respectful) the following day [redacted] informed us that he was contacting the Revdex.com and would be telling them that we were taking advantage of a disabled person, I set ameeting for 1:00 on 2/9/2015 with myself and our General Manager to review what has transpired to this point. We met for about 30 minutes and the following was our final decision in this matter. We would remove our valve body and just charge him for the oil change, gasket, transmission filter, and fluid and he would have the vehicle towed from our facility. The vehicle was paid for as per our agreement and thenremoved today 2/10/2015 and as fa r as we are concerned this matter should be closed as we were more than fair with this individual.

Review: I have 2009 f150 truck that had a water leak in the back of the cab of the truck. they told me warranty does cover not this repair .they repaired it an I paid 100 dollars.

but iam left with a stained back seat and headliner. it was basically sorry about the leak but have a nice day. this issue should not have happen to vehicle that 5yrs old. I do not know if I will have rust issues down the road in the cab of my truck. ford says quality is job one, where is it? I even contacted ford motor co itself and and they were not much help either.if I knew ford was going to treat customers this way I would bought a chevy.Desired Settlement: either replace or repair the stain issues with me not paying for it. and check to see if I have any water damage or rust issues in the cab of the truck

Business

Response:

This letter is in response to the letter received in regards to customer concern case ID# [redacted].

We understand that the customer has staining on the headliner of his 2009 F-150 which was directly caused by the water leak from the 3rd brake lamp assembly.

The vehicle is out of factory warranty guidelines and the brake lamp repair is not listed for coverage under his extended warranty policy. The customer has contacted [redacted] Company and was offered financial assistance by the manufacturer in regards to the brake lamp repair. Unfortunately, no assistance was offered from the manufacturer for the repair/replacement of the damaged headliner.

Carman Ford has no avenue to assist in the repair/replacement of the headliner, however we would be happy to provide an estimate for repair at a discounted rate. Any inquiries regarding repair assistance other than dea ler discount s would need to be initiated by the customer directed to [redacted] Company as they are the manufacturer of the failed part. Although the situation is unfortunate, Carman Ford cannot be expected to assume financial responsibility for repairs which were in no way caused by the dealership. We are willing to work with the customer throughout the appeal process but cannot offer any other assistance in this matter.

If you have any questions feel free to contact me directly at [redacted]

Review: First you should know I am permanently Disabled and feel I am being taken advantage of.We went to Carman Dodge Service department to have a torque converter replaced on my dodge ram 2500, This was because the torque converter was not unlocking and causing the Truck to stall.Service rep [redacted] said he needs to do a diagnostics that will cost $ 120.00 even though we had a free coupon for that and told him the problem.We told Carman Dodge what needs to be done, replace the torque converter , but [redacted] insisted Carman Dodge run the tests.After the diagnostics testing Carman Dodge said that total cost would be $ 235.00 give or take a few dollars to fix the problem. After we did not hear back from Carman Dodge we called Carman Dodge service department. Suddenly Carman Dodge service rep [redacted] said what they did to my truck didn't work .Carman Dodge service Rep [redacted] said I would have to leave my truck over the weekend and on Monday Carman Dodge would call. Carman Dodge service department rep [redacted] called on Feb 2, 2015 Monday at 10:13 am. [redacted] explained what Carman Dodge service department did to my truck didn't work. Carman Dodge service department rep [redacted] said it will now cost $ 1300.00 total to fix the problem. I said ok, just want my truck fixed.Since Monday we had not heard from Carman Dodge service department. So on Feb 4, 2014 Wednesday at 12:15 we call Carman Dodge service department to get my truck and guess what ? What they did to my truck didn't work and now they want to replace the torque converter and trans pump even though the pump is probable ok. Guess how much they want know, way over $3000.00. I been without a vehicle for over 7 days missing 3 Doctors appointments this week and without medication for 2 days causing stress, head pain and feeling taking advantage of.[redacted]Desired Settlement: I want the truck fixed at no cost.

Business

Response:

I have reviewed the customer's complaint and would like to state the real facts for the record and inform you of the resolution of this matter.Rather than dissect the customers complaint as he has written it I'll compact it into a brief synopsis, [redacted] had his truck towed to our shop after a botch ed repair done by his Son on 1/30/2015 at 12:27 pm. He originally was waiting to have the vehicle diagnosis done along with having the oil cha nged, h is request is computer generated and he signed the repair order [redacted] which acknowledges he is in agreement with the complaints as noted (copy of ro[redacted] attached).The tech working on the vehicle was given a detailed explanation as to what his Son had done to the truck that had triggered the current problem and requested that we be allowed to remove the aftermarket parts that were installed in chance that they were not compatible and causing the problem since the truck was fine before they were installed,he agreed and we continued with the replacement for the agreed price of $249.95. This did not rectify his problem and werequested to go further with the diagnosis, [redacted] agreed so we did the basic testing needed for a problem of this nature, ourfinding were inconclusive so we contacted Chrysler engineeringdepartment for assistance (communication action attached labeled "STAR Case"). Engineering advised us to replace the valve body and flush the cooler lines then recheck. [redacted] was contacted and repairs reviewed,he then authorized the repair for an additional$936.90. These repairs were completed and the veh icle still had stall out issue so again Chrysler was contacted and we were advised to replace the front transmission pu mp, torque converter, and the input shaft seals, [redacted] was contacted a.nd declined the repair also stating that he didn't feel he should have to pay for anything since the truck wasn't repa ired. Icontacted [redacted] at his request to review the situation on 2/4/2015 at 1:30 pm we spoke for about 30 minutes and came to the agreement that we would replace the torque converter (because he had a friend in San Diego tell him this would fix the truck) and if fixed he would only pay for the oil change and the . torque converter replacement,, but if it did not repair the truck he then would be responsible for the repairs up to this point, he agreed that this sounded fair and ask that Ireview same with his Son when he stopped to check on the status, Iagreed and did explain our plan of action to his Son {who was less than respectful) the following day [redacted] informed us that he was contacting the Revdex.com and would be telling them that we were taking advantage of a disabled person, I set ameeting for 1:00 on 2/9/2015 with myself and our General Manager to review what has transpired to this point. We met for about 30 minutes and the following was our final decision in this matter. We would remove our valve body and just charge him for the oil change, gasket, transmission filter, and fluid and he would have the vehicle towed from our facility. The vehicle was paid for as per our agreement and thenremoved today 2/10/2015 and as fa r as we are concerned this matter should be closed as we were more than fair with this individual.

Review: On April 16th I left my 2005 Dodge Durango SLT @ Carman Dodge to diagnose the following problems with my SUV.1.Check engine light was on, SUV stalled while driving2.Passenger airbag light was on3.Requested they check my fuse box4.Pinkish liquid leakingI was contacted late morning on the 16th by [redacted], Carman Dodge Advisor, with the costs for the above repairs. [redacted] advised me that the reason the check engine light was on was because the EGR valve was sticking and it needed to be replaced, and the cost would be $1,012.40, so I advised [redacted] to proceed with only fixing the check engine light issue and I would have the additional repairs done @ a later date. [redacted] contacted me around 4:00pm to advise me that my vehicle was fixed and ready for pickup. I arrived approximately 5:15 pm that day, paid them $1,012.40 for the service and left. Keep in mind that my friend and colleague from work who dropped me off had left. I traveled approximately 50 feet and the check engine light came on. I returned to Carman Dodge and Tony, another advisor, looked at it and sent me on my way. Again, I traveled 50 feet, check engine light came back on, so I returned to Carman Dodge for a second time. I left and returned two additional times that evening, check engine light kept coming back on, so Tony and I agreed that I should leave my vehicle overnight. Now Im stranded and Tony indicated they were unable to rent me a vehicle because Enterprise Car Rental Agency was closed. I contacted my son to pick me up, and he traveled 20 miles from our home to do so.April 17th I had to work and was able to find a ride. I received a call from [redacted] @ 2:30pm advising me they were still working on my vehicle and that it should be fixed by the end of the day, but he would call me back. It was approximately 4pm when I decided to contact [redacted] to see if my vehicle was ready because if not I would need to find a ride home, but [redacted] advised me my vehicle was not ready. This time I requested that they rent a vehicle for me to eliminate my having to inconvenience others while they work on my vehicle. He then advises me he will have to call me back because he needed his managers approval. [redacted] did call me about 30 minutes later to advise me that they would rent a vehicle for me, at their expense, so I picked up the rental car @ 5pm.April 18th I received a call from [redacted] @ approximately 4pm indicating my SUV was fixed and ready for pickup. I asked what the problem was, and he said they replaced the fuel delivery module, they did a retest and test drove it about 50 miles, and I should be good to go. I asked if there would be an additional charge and I was told no.Saturday, April 19th, I drove to Pier I, which was was 40 miles roundtrip.Sunday, April 20th I drive 1 mile and while en route to church my check engine light came on again. I immediately turned around and went back home, and my son drove to church.Monday, April 21st @ 7:45am I contacted Carman Dodge and spoke w/[redacted] and advised him that my check engine light was on again, so he asked that I bring my SUV back for them to take another look at it. I told [redacted] that I would like a refund and I will take it somewhere else to have it repaired. He put me on hold, returns to tell me that he will call me back because he needed to speak with his manager. Noon came and no call from [redacted], so I decided to go to the dealership in person to ask for a refund. [redacted], the service manager, asked that I let his Master Tech service my vehicle and I declined the offer and asked again that I receive a refund as I would prefer to go somewhere else to have my SUV serviced, as I did not feel comfortable leaving my vehicle there at this pointthe trust was broken as I also felt they did not have the expertise @ their dealdership to address the check engine light issue. [redacted] again stated that he would not refund my money so I advised him that I was going to dispute the charge w/my credit card company, which I did ASAP. I was on vacation April 18th 25th and was totally inconvenienced by this whole situation because I had no vehicle to drive, not to mention I felt that I was treated unfairly. Side notewhen I returned home I contacted the Chrysler Jeep Dodge dealership in Newark, DE, had SUV serviced on April 24th. According to my receipt they replaced the NVLD sensor and Purge Selenoid, and to my surprise my check engine light still has not come on, and to date Ive driven over 5500 miles since then. I also paid a total of $451.98 for this service, receipts attached.Since then [redacted] responded to my April 29, 2014, [redacted] dispute, denying my claim, but I have the receipts to prove it. I have provided a response to [redacted] of [redacted]s claim.Thank you!Desired Settlement: I would like a full refund of $1,012.40 and any additional damages that I may be entitled to under Delaware law.

Business

Response:

[redacted]' explanation is accurate except for the fact that her multiple trips back once she picked up the car were after hours when no technicians were available to work on the vehicle. We also replaced the fuel pump module at no cost due to her inconvenience a cost of $575.00. When the light again came on we offered [redacted] a vehicle while we reassess the check engine light along with having a Master Tech evaluate the problem but as she stated she "refused" I understand her frustration bu.t a car with 157,000 miles may have more than one issue causing the check engine light to come on as there are over 50 reasons that this light would illuminate. We feel given the opportunity we would have found and repaired the issue on 4/21/2014 when she was requesting the refund, but refused to leave her vehicle and there would not have been any additional charges incurred by her along with providing her with transportation.

Review: I dropped off my 2012 Honda Civic on May 27th, 2014 after a hail storm damaged it quite extensively on May 22nd, 2014 (several hundred dents). Upon dropping it off I was told it should take roughly 8 business days to get it back. It wasn't until June 21, 2014 that I was able to pick it up for the first time. Part of the reason for the additional 2 week delay was apparently due to one of their employees cutting the rear windshield's defrost power line sometime during the week of June 9th. Upon inspecting the vehicle I noticed that the sunroof cover wasn't on track and the radio wasn't working so I took it back within 10 minutes of leaving. On June 23rd I picked the car up for the 2nd time, I didn't really have the chance to inspect it closely due to a rain storm so the next day I inspected it and noticed several scratches, a car hood that wasn't aligned properly, and flaking paint in some areas, this was unacceptable but because of work I couldn't do anything about it so the next day (June 24th) after I arrived to my car after work and I attempted to use my car starter which drained the battery and prevented me from starting the car (via car starter or key) without charging the battery. Using the key the car started just fine but using the car starter would drain the battery and render the car unable to start by any means without charging the battery. So I called Steve and told him the story on June 25th and dropped my car off to him outlining everything that was wrong with it which he then circled in a pink marker and made notes on everything. On July 2nd it was completed so after work I went to pick it up. I did a walk around with one of their service managers and found nothing that really stood out to me so I drove it home. Upon arriving home (a 5 minute drive away) I had my wife come outside and do a walk around the car with me to see if she noticed anything I may have missed and I also gave it a closer inspection since I felt a little rushed while at Carman Ford because it was already 6 and after hours when I picked my car up. While walking around I noticed that in my front windshield there was a dime size chip out of it. They scheduled safelite to come to my house and replace the windshield which occured on July 11th. After that the body of the car and everything seemed to be going well finally. On July 24th on my way to work in the rain the windshield was leaking so I contacted Carman Ford once again to get this issue resolved. On July 28th I was notified that my car was ready and the windshield had been replaced and leak tested so I went to pick it up. I noticed that the cow screens (the plastic at the bottom of the windshield) was cracked in 2 places and out of track in a 3rd place but since this would require ordering parts I was told to take it home and wait for them to come in. Once I was home I did a better inspection of the vehicle and found several additional issues such as chipped paint along the windshield, scratches on the body of the car, the rubber seal was cut in 2 places along the windshield, and the sealant used to seal the windshield was oozed inside of the car along the windshield edge and it was also found stuck on my cars exterior in a few spots. On July 31st I dropped my car off once again for the repairs of the issues above. I was told over the phone that they had installed and removed the windshield an additional 2 times in this visit because the one I drove it in with was bad and the replacement was also installed wrong, so the 3rd time was the charm and my car now had something like 5 new windshields put in over the course of 12 weeks before fixing it finally. I was told to pick my car up on August 4th and upon leaving the parking lot to head to dinner with my wife I looked over and noticed several scratches on the passenger side glass. After we arrived at our destination I got out of the car and took a closer look at the passenger window and all the other windows. What I found were several light scratches and then several deep scratches that my finger nail would catch while running it over the scratch, these scratches were on the passenger window, driver's window, and the rear passenger window. The scratches were east/west scratches but were also slanted/curved as if they were caused while my car was being wiped down after washing. On August 5th I went in after work and they polished the glass, calling it a 'courtesy' to me. They did not get all of the scratches out because the deep ones were actually quite deep. I was told by [redacted] that the dealer principal was on vacation and I would have to wait until August 11th before hearing whether or not they would replace my windows since the polishing didn't get them completely out. On August 12th (today) I heard back that they would not take responsibility for the scratches but were willing to meet me in the middle and pay half the cost of the window replacement. This is unacceptable and I have been very patient up to this point but this is the last straw so I am finally filing a complaint.Desired Settlement: I would like for them to repair the damage that they caused and stop causing additional damage to my car.

Business

Response:

To whom It may concern, when customer dropped off vehicle the projected completion date was based on the estimate he received from his insurance company the Insurance company estimate of record was $3300.62, we had to call the insurance company and re-write It with his insurance company to a total of around $6322 10. Additionally almost 99% of the Issues we experienced with this customers repairs were caused from a sublet glass vendor which caused damage to windshield opening leak in windshield, damaged cow screen etc... We warranted these repairs supplied rental and a courtesy vehicle for customer. Performed pick up and drop off service to customers house, every time the vehicle was back here for sublet glass REWORK. We apologized for issues we were having with glass vendor.

the glass vendors were overwhelmed and understaffed from 5-22 14 through present date due to massive hail storm our customer s damaged was caused from,

as far as the scratches In the exterior of customers side glass we did not cause and are not responsible for. these scratches are clearly on the exterior original glass and are from road debris making contact with car as he is driving on highway. we did offer customer to meet half way and split cost, offering $175.00 for half the glass replacement in good faith.

Consumer

Response:

[redacted]., a 68 y.o. retired state employee, purchased a new 2012 Chrysler from Carman Auto in New Castle. One month before the warranty expired, the radiator had to be replaced. It continued to be a problem shortly after the warranty expired, and she had to pay for it to be replaced because they would not make it right. The car is kept in a garage when not in use. When it is outside and it rains, the whole driver's side floor, front and back, gets wet. She paid $500. to have it fixed. It continues to get wet when it rains. Even though they say there is nothing wrong with it, she will have to pay someone again to have it fixed. The salesmen and Assistant Manager were rude and intimidating to her, telling her it was her fault for not buying an extended warranty. They refused to let her talk Mr Carman. Part of the front doors are held together with duct tape as is a part under the floor mat. They told her she was going to have to pay to have these factory defects fixed. They told her to call Corporate about her problems and gave her the number; then they said they can't do anything because she called Corporate. Corporate calls her and is very nice, but he does nothing to help her. This car is a lemon, and they berate her and blame her for it. Maybe this is just how they treat women - or - older women, but no one should be disrespected and intimidated when you have valid complaints. The issues remain unresolved and do not reflect well on the company. I would not recommend that women shop at Carman Auto!

Review: During the week of January 19, 2015, I ([redacted]) had my 2006 F-150 serviced at Carman Ford Lincoln. The purpose of this service visit was to investigate hesitation during acceleration between 1000 and 2000 rpms, change the spark plugs, rotate the tires, and have the oil changed. The work was performed and I agreed to pay the amount due (receipts available upon request). The vehicle left the Carman Ford Lincoln Service shop with 104122 miles on the odometer.

After the driving the vehicle for two days, while picking my child up from school, the vehicle begin to run rough once again between 1000-2000 rpms and at this time the service engine soon light begin to blink. I immediately called the service advisor and notified him of the situation. The service advisor asked me to bring the vehicle back in which I did. When I returned the vehicle back to the Carman Service department on January 22, 2015 it had 104178 miles on the odometer. I was called later on the same day to confirm that it was ok to perform a diagnosis on the VCT’s (this check included removing the covers off of the engine) which would cost an estimated $230 -$460. I agreed to have this work performed and was contacted on Monday or Tuesday the following week and advised that I would need to change the Cam Phasing Solenoids. Again, I agreed to have the work completed (receipts available upon request). The vehicle left the Carman Ford Lincoln Service shop with 104185 miles on the odometer.

Once again after driving the vehicle for two days I noticed a ticking noise from the under the hood which sound like it was coming from the engine. Since I noticed the noise on a Sunday morning I called Carman Ford Lincoln Service Department on Monday morning and I was asked to bring the vehicle back in. When I arrived at the service department I showed the service advisor the noise I was hearing and explained that I had not heard this noise before. I also stated at that time that it would be fair to say if the noise had been happening prior to the service of the vehicle on January 22, it would have been noted in a report. After reviewing the vehicle for two days I was told that the noise was pin pointed to the lash adjusters. At this time I asked to speak with the Service Department Manager.

During a brief conversation with the Service Department Manager it was explained to me that this was a typical noise for the type of vehicle. I explained to the Service Manager that this was not acceptable to me as I had never heard this noise prior to have it serviced. I was then told that they could fix the lash adjusters (located under the covers to the engine)but it would be at my expense at an estimated cost of about $1400+. I agreed not to have the noise fixed at that time, however I was assured that I had a 12 month warranty and that if the noise worsened or caused any other problems I would be able to get the vehicle fixed at no cost. I again left the service department, this time feeling that If I did get the vehicle noise fixed that I would not be sure if I was going to get the truth as to what was causing the noise (service department paper work is available upon request).

I drove the vehicle for another three days and while leaving work on the third day the vehicle began to idle roughly while sitting at a red light. I called and left a voice mail for the President at Carman Ford Lincoln. I eventually spoke to the President of Carman Ford Lincoln and explained to him the entire situation and he said he would gather some information and call me back. After trading a voicemails back and forth for about a week and a half the President asked me to take the vehicle to another auto repair shop and have them take a look at the vehicle and the noise. We eventually had a verbal agreement on February 18, 2015, that he would cover a diagnostic fee of $120/hour up to 3 hours. He also agreed that if the problem cost a few hundred dollars to fix that Carman would take care of it but if it costs thousands (taking the engine apart) they would not be able to help me any further.

After taking my vehicle to another Certified Ford Service Department I was told that I needed to replace the lash adjusters. I had the lash adjuster replaced and the noise was still present along with the periodic rough acceleration and hesitation (receipts available upon request). After conferring with the second repair shop who knew the situation with Carman, I was told the noise may be coming from the new cam phaser installation or the timing chain. I called the Carman Ford Lincoln President and explained the second service department’s opinion and the work that was performed and he told me that there is nothing more that Carman could do to rectify the situation. I was then asked about trading in my vehicle for a newer vehicle. I felt as though I was trying to be taken advantage of at a vulnerable time.

At this time I have not submitted any reimbursements to Carman Ford Lincoln as I would like to have the noise and rough idling fixed. As a consumer a vehicle purchase is a large investment and if I were to try and trade or sell this vehicle at this time or any time in the future with a ticking noise coming from the engine or rough idling there is no way that I would be able to get fair return on a vehicle that I have taken such good care of. In closing, I only ask the issues with the ticking and rough idling be thoroughly investigated and resolved at no further costs me.

Regards

[redacted]Desired Settlement: I would like to have the ticking noise and the rough accelerations and idling thoroughly investigated and resolved at no further cost to me.

Business

Response:

In response to Mr. [redacted] letter I do not think we should be held responsible for another shops repairs or cost associated with repair. We stand behind the work that was performed in January (replaced spark plugs). When Mr. [redacted] was in for these repairs there was a discussion in regards to the noise that was present in the engine. Mr. [redacted] was given an estimate to try to determine the source of the noise but Mr. [redacted] declined further diagnoses at that time.I have left several messages on Mr. [redacted] voice mail but have been unsuccessful in reaching and talking with Mr. [redacted]

Review: I brought my 2008 Jeep Liberty in because my windshield wipers and horn would start working on their own, I was unable to stop them and I had an error code. After the deal did a diagnosis I was told that it needed a certain part to fix it so I agreed and paid a little less than $800 dollars. When my car was returned the horn no longer worked at all and the error code was still on. The dealer stated that the problems were fixed. When I asked the dealer to correct the problem they told me that it was a new problem and that mechanic who worked on my car father had died and would not be returning to work so I had to pay again to have the car diagnosed and pay for addition repairs. I was treated horribly by the employees and yelled out by the manager in a very threatening manner who intimidated me to leave.Desired Settlement: I would like the dealership to fix the problem that I paid them to fix or refund my money.

Business

Response:

This customer had their vehicle diagnostics done at another shop and then brought to us for the repair on 8/19/2015 Our ro# 122006 where the customer stated to perform central gateway update at that time we noted that the dash cluster had an electrical issue and could not get the accurate mileage we charged the customer $115.00 for this update. The vehicle was brought back to us on 9/2/2015 our ro# 122282 complaining of the same issue being wrong with their car (an issue we didn’t diagnosis) we checked the system and determined that the vehicle needed a module that had gone bad, we replace the module and checked to be sure the vehicle was working properly and charged the customer $803.40 for the repair. The customer came in on 10/14/2015 the customer came to the dealership complaining that the horn was not working, I personally spoke with the customer and we reviewed the repairs that have been done. I ask if the other items that were not working were fine and they said yes but the horn didn’t work and they didn’t want to pay for the repair. I offered to look at the vehicle and if indeed it was an issue with our repair we would take care of it at no charge, but if the vehicle had other problems they would be responsible for the repair. They would not agree to these terms and wanted to speak to the technician because he didn’t check the horn after the repair I reassured them that he did and the horn was working, I also let them know the tech was not here due to his father passing away, Mrs Lawrence told me to “get him on the phone cause he’ll get over it” I questioned her tact at which point she started saying we’re a “rip off” then proceeded to disrupt the business in the Service Department and waiting area and that is when I ask them to leave and not bring the vehicle back but to take it to the repair shop that first checked the vehicle for their repairs. I will not be offering them any compensation nor do I want their business due to their callas attitude towards my technician and the customers that were here that morning

Consumer

Response:

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Description: AUTO DEALERS-NEW CARS

Address: 193 South duPont Highway, New Castle, Delaware, United States, 19720

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