Crossroads Ford, Inc.

Purchased extended warranty- not being honored- temporary fix being used so the warranty runs out. I purchased an extended warranty on my car 125K miles or 7 years. The AC on my 2012 Escape has been broken all summer- I have brought the car in 6 time (twice nothing was done since no problem could be identified. The issue couldn't be identified, they replaced an unrelated part and charged me the $100 deductible once. The same minor parts (valve and overflow) were replaced twice. It seems as if a temporary fix is being used so that the warranty will run out by next summer (89K miles on the car currently) and I have to pay for repairs/replace car (Loved the "trade in your car" offers posted all over the service dept btw). My complaint is that the warranty is not being honored and I get the very strong impression that this might be a rampant problem with Ford.Desired SettlementJust fix my car. I want for someone to take a moment and actually look at it and actually find the problem and actually fix the car. I get that the part it might need may be something that's expensive and it makes Ford sad to replace whatever that is. All I want is for my AC to work.Or give me back my money I paid for the extended warranty and I will happily take it somewhere and pay someone else to fix it.Business Response /[redacted]/I called [redacted] on 9/9/2015 at 2:35 P.M. I asked her to bring the vehicle back in so we can get to the bottom of her problem and fix. [redacted] informed me that she has taken it to another repair facility but they have not called her back yet. I asked her to call me if there was anything else we could do. Consumer Response /[redacted]/I did get a response from the service manager who did ask me to bring the car back in. It was his team that failed to fix my issue after being there 6 times but they did at least return my call. I still have not received a response from Ford corporate as to having to go outside of the dealership to get a resolution. I would like to move this complaint from the local dealership to the corporate level if possible. Final Consumer Response

We have been lied to and scammed at this dealership by 2 employees there. One who is in the internet office named [redacted] and the other is the sales [redacted]. We bought our car in May of this year, spent another $3000 on warranty stuff. Got home an a week later was cleaning the car, found damage to driver door. Took it back, both [redacted] & [redacted] said to bring by when we can and have dent guy look at it. 30 days later when we went to get tag, dent guy was not there. Both told me to let them know when I would be able to bring it back to have it looked at. I told them that there could be know telling how long before I can get back due to my work load...I texted [redacted] and asked if dent guy will be there today the 26th. He said yes from 9:30 -1. I live in [redacted]..I drove up there ( took today off to have this looked at ) and waited for [redacted]...when he showed up, he point blank told me that this is the 3rd time in telling you that we are not going to do anything about that . I was then very upset on the fact that I wasted my time & gas driving there, then for both of them to lie about what they said and to make me look like a fool. I told him that they are lying and that I said when I can...he told me that was months ago...I told him that he & [redacted] are lyres and that they scammed us into spending all that money. Plus that if they are like this so is this dealership. That they will never get any of my family or friends business again.( also while I was there, I was going to look at buying a 2016 King Ranch truck)This dealership has money so they do not care on losing my business. when I left there, I went to [redacted] collision to let them look at the damage...They said some one hit the door and caused all the problems and that it will cost $1000 to fix it.I wish there was someway we can get all our money back,,Desired Settlementgive me all our $19,000 backBusiness Response My name is [redacted]. I'm the General Manager at CrossRoads Ford[redacted]. Firstly, I would like to extend my apologies to Mr. [redacted] for experiencing such a lengthy delay in achieving a resolution. I find this unacceptable. I was just made aware of this issue on Friday, August 26th. As I have not personally spoken with Mr. [redacted], I don't have all the pertinent details but should be able to resolve the issue immediately. I invite Mr. [redacted] to contact me on my cell phone or through email as soon as possible. We are constantly fine-tuning our delivery process, with safety nets like the detail department alerting management of any damage found during clean-up and the sales consultants reviewing the condition of the car with the customer inside our showroom again before final delivery. However, when selling hundreds of vehicles a month, the opportunity for mistakes definitely exists and it appears this could be one. Once again, I apologize again and look forward to providing you with a quick resolution. Consumer Response Thank you for your reply....Due to my work load, I will call you on your cell phone when I get the number asap....if unable to call, will work thru email...My personal email is " [redacted] "Both my wife an I am looking forward to getting this matter settled asap'Mr [redacted] is welcome to email me so we can work on this matter....Final Business Response The general manager has emailed the customer.

Complaint[redacted], at Crossroads Ford Cary wouldn't let me buy a car as advertised on their website. I have screenshots, he tried to charge more.the car was advertised at $35,551 and available for transfer on the website, I wanted to buy it and [redacted] kept quoting me the higher price from the duplicate ad on their site for $37980.00. I think he is applying an unethical technique. I took time-stamped screenshots of both ads and can email them. I am considering following with the Ft Bragg Legal Support Office.This car was moved from their Wake Forest lot on the same day that I saw it. and all the while their Cary website showed that it was available for transfer.Desired SettlementSell me the car at the lower advertised price. I will pay $35551.00 plus tax,title etc. And I will be your best walking advertisement. I have sent several emails to [redacted] and I get no reply.More Info Received From ConsumerKudos to [redacted]Sales Manager at Crossroads Ford of Cary. He called me to get an azimuth on my concern and we have reached a solution. My personal thanks to him for taking a proactive stance.

I bought a car from this dealership last month. They said they would order my license plates but they did not and I now have no license plateI bought a car from CrossRoads Ford of Cary, NC on 25 August 2015. At that time they put a temporary tag on the car that is good for 30 days. They said they would call me when the real plates came in. They never called. After 29 days I called them and was told they could not help me. There was nothing that could be done. The receptionist sent me to voice mail for a "finance manager" and my call was never returned. I called back, and was told the same thing and left another voice mail for a "finance manager". Then the plates expired, and I can't drive the car without breaking the law. I call them every day and the receptionist says there is nothing she can do except send me to the "finance manager" voice mail and my call is never returned. I want my plates.Desired SettlementI want an apology for the un-returned voice mail. I want my license plates. Business Response /[redacted] 5, [redacted]/When this customer bought his car he had the temporary license without picture. We empasized the importance of bringing in the photo ID when he received. We explained to Mr. [redacted] that we could not process his tags without a copy of the photo ID. As soon as he brought in his photo ID we sent to [redacted] and processed his tags. wWe should have them today.

A warranty was purchased. The paper work was filled out incorrectly by Crossroads voiding my warranty. I have been waiting on a refund for 3 months.I purchased a vehicle Jan 2014. During that transaction a warranty was purchased where a down payment of $215 was made. 11/2015 I called the warranty company to inquire on eligible services and I was told by the warranty company that I did not have a warranty with them. I called Crossroads Ford and spoke with [redacted] in finance dept. During that call I emailed him my receipt and warranty contract. He stated that he would get back to me. He did not. I visited Crossroads Ford 1/4/16 and spoke with Mr. [redacted] personally. He tried to get in contact with Crossroads Wake Forest (they handle warranty paperwork) but was unable to. I left him with copies of my paperwork that day. He called later that day informing me that there were two options. I could purchase another (more expensive) warranty or I could get a refund of my $215 deposit. I elected the refund. I emailed Mr. [redacted] my address 1/5/16. I did not hear back from crossroads ford or Mr. [redacted] until I emailed him 1/18/16 as a follow up. He emailed me a copy of a check request that was made and said he would follow up and get back to me. I have not heard from crossroads ford or Mr. [redacted] since that 1/18/16 email. I have not received my refund. This process has been ongoing for 3 months.Desired SettlementI would like my refund of $215 in a timely manner.More Info Received From ConsumerCrossroads has contacted me and they mailed the refund check overnight. Complaint has been resolved. Thank you Revdex.com!

I was misrepresented about the vehicle condition. The paperwork has not been completed by the dealer so I cannot drive the vehicle. This was the worst experience I've ever had buying a vehicle... It's been almost three months and I still don't have the proper paperwork to register the truck I purchased so I can't drive the vehicle. I purchased the truck on 10/14/2015 and was given a 30 day permit. To this day I still don't have the proper paperwork to register the truck from the dealer. I've called repeatedly to get this straight including asking to speak with the GM without a callback. The first truck I was to purchase was grossly misrepresented to me. I gave them another chance with a different truck and this one is better "But still not great like they said". I believe they should refund some money to me since I cannot drive the vehicle for two months. I really need help! My contract is under [redacted] with them. The truck is a [redacted]Desired SettlementI would like the proper paperwork to be overnighted to me so I can register and use the truck. Also I would like a check sent to me for the amount of my first two payments for not being able to drive the vehicle." $1754.60"Business Response Mr. [redacted] purchased a vehicle on October 14, 2015. When purchasing the vehicle, Mr. [redacted] was informed that he would need proof of insurance, a VIN inspection, and an emissions inspection to title his vehicle. Mr. [redacted] did not believe that he needed the inspections. The salesman contacted DMV Nationwide which confirmed that to title the vehicle in the State of [redacted] he would he need a VIN inspection. Mr. [redacted] then went to the State of [redacted] on business for three weeks. Upon his return to [redacted], he completed the inspection and emailed the dealership a copy on December 11th. The customer was contacted and informed that the original would be required to complete the title paperwork. We received the document on December 22 and send it to DMV Nationwide via UPS. DMV Nationwide sent the paperwork on December 23rd and was received by the State of [redacted] on December 28th. [redacted] has a five week processing time and thus where we are to date.We certainly empathize with Mr. [redacted]'s frustration and apologize for his inconvenience. Consumer Response First off I'm not in the state of [redacted] I'm in [redacted]! This kind of incompetence is what I've been dealing with from the start. Second I've purchased many vehicles from out of state and I know the requirements. We require a VIN inspection in [redacted] and diesels are emissions exempt for that year. I'm not sure why they are making me jump through so many hoops the are not needed. Final Business Response DMV in ** was having issues with ** title. DMV in ** DOES now have paperwork. Storms are causing problems for DMV in **. There is some concern with the title exemption status. Current status as far as Crossroads knows is paperwork is there, it has been accepted. However, no direct contact has yet been made in spite of daily calls. At worst, DMV ** will have paperwork to Consumer within 30 days.

I had brought in my vehicle and told them to check out all the problems. They overlooked problems and my vehicle ended up needing a $21,000 engine.On 6/22/15 I brought in my vehicle to Ford Crossroads Service of Cary and spoke to [redacted] a service advisor. I asked him to look the whole vehicle over to get everything fixed and what it may need done. He told me I needed new transmission lines, pan and oil sensor gauge. He also told me about oil leaking but said these engines and leak and nothing needed to be done. Since I had these problems fix and was told it should be fine new I had them as put on new tires. I paid $1,916.18 for the fix of the transmission lines, pan, and gague. I also paid another $703.21 for the tires. When I went to pick up the vehicle the engine light was still on and I had asked [redacted] why this was. He told be it should come off as I drive it a little more. The light never went off and I brought the vehicle in about 400 miles later on 12/29/15. This times [redacted] was not their and I spoke to [redacted] They looked into the engine light and told be it needed a glow plug module, mass air flow sensor, and mass air flow relay. Once again I asked about the oil leaks and they said it wasn't a big deal. They never recommend I have them fixed. I paid $568.71 for this. About 200 miles later I bought in my vehicle on 1/20/16. The engine was running rough and was blowing white smoke out of the exhaust. I spoke to [redacted] and this is when they told me I need a $21,000 new engine because of these problems and the oil leaks. My vehicle had only been driven about 600 miles and I had spent over $3,000 with them. From the beginning when I first brought the vehicle in I asked them to check the engine and they told me the oil leaks were not bad and never recommend anything. I invested $3,000 in the vehicle because they told me it would be fine after the recommended fixes they provided. I fixed everything they recommended. They lead me on to spend money with them and overlooked problems.Desired SettlementEngine repair because problems overlooked.Business Response Mr. [redacted] brought his vehicle in on 6/15/2015. We were asked to address a transmission fluid leak and to check why it would not ** into gear. He also requested to diagnose why the check engine light was on and the oil gauge was not working. [redacted] was the service advisor and [redacted] was the technician. The technician found the transmission very low on fluid, the transmission pan was bent, and the lines had rubbed against the mounting support and had cut the lines. The technician replaced the pan, the lines and the transmission temperature sensor. [redacted] added notes to RO that the vehicle had engine oil leaks, the PCM was setting codes, the wiring harness is in poor condition, and the ABS light was on. [redacted] advised the customer to drive vehicle to assess the overall condition of the vehicle before making other repairs and that is documented on the RO. [redacted]'s concern was that the vehicle had approx. 221,000 miles on it and had several concerns. Mr. [redacted] had recently purchased the vehicle, which was a used ambulance, for $1,900.00 in Pennsylvania. At no time did [redacted] indicate that the check engine light would ** out on its own nor did he state that the oil leak was nothing to worry. [redacted] also told him that the oil leak was coming from the engine case halves and to keep oil in the vehicle. [redacted] stated that we would not remove the engine and reseal it because the repair would cost more than the vehicle is worth. The customer came back in on 6/23/2015 and asked us to replace the tires. The work was completed as requested. On 12/21/2015 Mr. [redacted] came in with a concern that the check engine light was on and felt that there was a problem with the glow plugs. [redacted] was the advisor and [redacted] was the technician. The problem was diagnosed as a faulty glow plug module and a bad mass air flow connector, which was rubbing on the coolant bottle causing wires to become bare. That created an electrical short which damaged the sensor. The customer supplied his own glow plug module and mass air flow sensor. We sold him the wire connector. The customer went back into the shop while the truck was being worked on and talked to technician and inquired about the overall condition of the vehicle. [redacted] told him the vehicle has a multitude of problems including the oil leaks, [redacted] told him once again we would not recommend fixing the oil leaks due to the age, mileage, and cost of repairs. He advised Mr. [redacted] to check the oil level often to be sure the level did not ** too low. The customer was also told he needed a new ABS module to turn the light out and he declined that repair. The customer then asked [redacted] if he would work on his vehicle on the side. [redacted] declined and stated that it is against company policy and he would not jeopardize his job. Mr. [redacted] returned with his vehicle on 1/20/2016 stating the engine was running rough and steam was coming from the exhaust. The service advisor was [redacted] and [redacted] was the technician.[redacted] found that the #3 injector was dumping fuel into the engine, causing the engine to try to hydro-lock and had blown a head gasket. The head gasket failed due to excessive fuel being dumped into engine building up pressure in that cylinder, causing the gasket to fail. Once again, due to the age and mileage of the engine no repairs were estimated or recommended. The customer was told the engine would need to be replaced. The oil leak that was previously discussed with the customer has nothing to do with the head gasket failure. I spoke with the customer after the diagnosis was confirmed and explained this to the customer. He chose not to do the repairs and we agreed to tow the vehicle back to his residence. We absorbed the cost of towing the vehicle as a goodwill gesture.Consumer Response When I first brought in the vehicle for repairs I had also asked it to be fully inspected engine and everything because I was not going to spend a lot of money on something that [redacted] not last or need larger repairs. I was told by [redacted] that it had oil leaks but was told these engines leak oil. [redacted] never recommend that I have these oil leaks repaired and didnt acknowledge that this was a big deal. [redacted] just recommended repairing the transmission parts. [redacted] returned the vehicle to me with the engine light and abs lights on. The engine light was overlooked. I asked him why that light was on but again he did not recommend anything. He just told me I might need a glow plug in the future. All these things were failed to be written in the legal document or RO. I was not recommend or told that the oil leaks should be a problem so went ahead and bought new tires from Ford. I would have never put new tires on something that would need intensive repairs. When I brought the vehicle in the second time on 12/21/15 I asked about the oil leaks and that the engine to be checked again and was not recommended to fix anything. If I would have been told to repair the engine I would have had it repaired since I spent so much on fixing it in the past. I only drive the vehicle about 500 miles since Ford first repaired it and 150 miles since it was last repaired. I am at least seeking a reimbursement since I was not recommended by Ford to have the oil leaks and engine repaired. I was lead on by Ford to have repair parts when a bigger problem was overlooked.Final Business Response We regret that Mr. [redacted] is not pleased with his experiences with our service department but we feel that we clearly communicated the issues with his truck. Crossroads is not willing to issue a refund for the services performed.

Sold a vehicle after my deal was made on that vehicle, with their sales representative. This happened on the same day! On or about March 1, 2016 I began dealing with salesman [redacted] on a 2015 Ford Explorer. We reached a final sale price on this vehicle on March 8. On March 9, my wife and I traveled to Crossroad Ford and spent 2-3 hours with [redacted] sales associate [redacted]. We both drove the vehicle, found some minor issues and told [redacted] about [redacted] deal. [redacted] at that point said he would mark the vehicle as "sold" and carry the vehicle to the shop to repair the minor issues. We witnessed him do this. I asked [redacted] if he needed a signature or deposit before we left, he indicated no. I called [redacted] right then because he was off that day on his cell phone.He indicated we would close the deal the next day, Thursday, March 10. Today I received a phone call from [redacted] telling me the vehicle was sold out from under me, last night! Boy I am mad!Desired SettlementThis is just flat out wrong and a perfect example of extremely poor business ethics. Although it is doubtful this will happen, my desire would be for Crossroad Ford to find the EXACT SAME VEHICLE and sell it to me at the EXACT SAME PRICE that [redacted] and I had agreed on.Business Response We apologize to Mr. [redacted] for the confusion while working with our dealership in Cary on the purchase of a vehicle. It was a miscommunication within the dealership and we failed to deliver. We appreciate the opportunity to work with Mr [redacted] and understand he has purchased a vehicle from one of our other dealerships. Consumer Response I did not purchase a vehicle from one of their dealerships, and will never in the future. In addition to their poor business ethics and lies, other than their salesman, more than a week later, they have had no contact with me other than initially promising me they would find me another vehicle like the one they sold out from under me. Their manager lied about that as well. My goal here is to let the public know just what kind of business this is. I expect nothing else after this response. Final Business Response We sincerely apologize to Mr. [redacted] for the misunderstandings during his experience with Crossroads Ford of Cary. With over 30,000 vehicles sold annually and a communal inventory, it is possible that, on an occasion as this one, the same vehicle may be sold in different locations. While we understand Mr. [redacted]'s frustration, we would welcome the opportunity to work with him on any future vehicle needs. Should he change his mind in working with Crossroads, we will happily have a sales manager work directly with him to locate a vehicle that would meet his expectations.

I took my car in for minor repair, picked it up, returned it immediately and the Ford dealership has now had it for 42 days. On 6/6/16, I left my Ford Expedition with Crossroads Ford of Kernersville. I asked that they inspect my brakes to eliminate the occasional noise I heard. I asked for an oil change, tires rotation and a NC annual emission inspection. I didn't ask for any additional service because I didn't need any additional service. On 6/10/16, they called me for the pickup, I went in and paid my invoice of $504.52 and drove off the lot. However, two minutes down the road I immediately noticed the wheels felt as if they were coming off of the vehicle so I returned to the shop and informed the service advisor ([redacted] I told him my car didn't ride like that when I brought it in and I needed them to double check their work. I assumed it would be something simple to correct, therefore, I told him to go ahead and keep it over the weekend and I would pick it up the following week. I didn't receive a call for several days so I went by the shop to inquire. [redacted] said they changed some parts out and it should be ok so I drove it down the interstate. It was slightly better but not corrected so I returned it again. I have returned to the shop many times with absolutely no satisfaction. I NEVER IMAGINED SIX WEEKS LATER MY CAR WOULD STILL BE IN THEIR POSSESSION. During most of this period, my communication has been primarily with [redacted] but after four weeks and no satisfaction I contacted service manager [redacted]. He assured me they would do everything possible to get my car repaired to my satisfaction. I reminded him of the patience I had exhibited for the past 30 days at that time but becoming more frustrated with every passing day. It has been two weeks now since I first contacted him. We have spoken once and I initiated that call. Manager [redacted] has done less to satisfy me than his service advisor. I don't understand. It's as if they don't care at all. Even if they can't figure out how to repair my car, do they not owe me some courtesy. Six weeks later and they still have my car and I haven't heard from them in a week. THEREFORE, I FEEL ITS TIME TO TAKE ADDITIONAL MEASURES. AFTER ALL IT HAS BEEN SIX WEEKS NOW. No one can say I haven't been patient. I am extremely disappointed with Crossroads Ford of Kernersville.Desired SettlementI want Crossroads Ford to repair my car (at no additional cost to me) and return it to me in the same good operating condition I entrusted them on 6/6/16...thats all I ask. Just do the right thing.More Info Received From The ConsumerI was called in for a test drive on yesterday (7/27/16). After driving the car I decided I am closer to being satisfied than I ever have been over the past 7 weeks crossroads ford has had my vehicle. But it still doesn't ride the same. My big disappointment now is they want me to pay upwards of $900 before they will release the vehicle to me. WHAT ARE MY OPTIONS AT THIS POINT? Thank you very much. [redacted]More Info Received From The ConsumerIt's resolved! Late yesterday I spoke with General Manager [redacted] about my situation. He released my vehicle to me at no cost. For the record, the car still doesn't ride as smooth as it did before 6/6/16, but it's better and acceptable. I'm exhausted with the situation so I'm tapping out. Thanks you (Revdex.com) very much for your intervention...it was the difference.

Trying to get gap insurance refund.I bought a car from crossroads Ford in Wake Forest in 2011. I have recently paid the car off and went to them for my gap refund but was told from [redacted] that it had to be sent to Ford. Ford has nothing to do with gap insurance I gave him a letter stating that Ford was paid he then stated it would take 6 to 8 weeks to get check. When asked why, [redacted] stated it was not a priority in accounting because of their volume. I asked to speak to a manager and [redacted] told me that there was not one there until Tuesday today is Friday I find that hard to believe. I then called their 1 800 number and spoke to a representative there who put in a formal complaint but told us to call accounting directly. We called accounting directly and they told us they had nothing to do with that to talk to [redacted] So in turn I called the 1-800 number again and they said their hands were tied there was nothing they could do. This company is horrible to deal with they were like this when we bought our car and this is a check for a couple of hundred dollars that they just don't want to deal with it today. They care nothing about their consumer just the bottom dollar and how they can get more of it. They are shady in every form of the word.Desired SettlementAll we want is the money that we are entitled to in a timely fashion and six to eight weeks is not a timely fashion when all they have to do is go cut a check we have turned in every piece of paper work they have asked for and now they are just being ridiculous.Final Consumer Response /[redacted]/I talked to a representative of crossroads ford at 430 pm and we were able to resolve the issue.