Crossroads Ford of Wake Forest, Inc

Complaint36000 mile Bumper to Bumper Warranty and Extended 100,000 mile warranty Back rear paasanger side window exploded due to faulty defrost. Alos filed a complaint with by [redacted] for this issue. Desired SettlementReplace window under warranties.Business Response The addressed issue has been fixed and we went over the coverage with the stated customer. The Customer is now satisfied.Thanks

Crossroads Ford damaged my new vehicle before delivering it to me. This happened in March 2013. [redacted] said he would take care of it and HE HASNT.We have been in contact via phone, email, even calling the cell phone of the dealership manager as well as Ford Corporate. My 2013 Flex was damaged by their employees while in their possession. This dealership had falsely advertised the vehicle so they had to add the leather that they advertised on the vehicle as well as on the internet. Also, their title department did not send the title to my bank until after numerous calls, my bank received the title after my calls to [redacted], they got it in December, we bought the Flex in March. As regards the damage to my vehicle, the reason for this complaint, the salesperson would not call us back, the sales manager was completely unhelpful, rude and insulted myself and my husband. I then contacted the dealership manager, each time I called him after he said over and over and over that he would call us back after our numerous calls to him and he would not, he NEVER called us back. I did research on the company and then I called "[redacted]", Director of Operations for Crossroads Ford in August, I told him my entire story, he said he would get with Dealership Manager and call me back. He actually called me back, he said for me to find out the cost and he would fix it. I asked him why no one ever called me back and he abruptly said, "that doesn't matter, I told you I would take care of it". I believed him and I got an estimate from our local Ford Dealership and an [redacted] estimate and called [redacted] back. He told me I had to contact his "legal department" but did not supply that information. He also accused me of just wanting money! I am disgusted at this point. I have all conversations recorded. Desired SettlementI want complete payment from "crossroads ford of wake forest", owner and president [redacted]. I have asked for nothing accept what THEY did to our new vehicle. Business Response I have spoken with the customer and reached a mutual agreement to handle the outlined issues. The customer has stated they are now satisfied.ThanksFinal Consumer Response That is completely not true, [redacted] called us Thursday January 16th and told myself and my husband that he would overnight a check in the amount requested for the estimate for the damage they did. We have received NOTHING, he did not overnight anything and it is now Wednesday January 22nd. This is a company that HAS NOT done anything they said they would do. We are not satisfied at this point. If you need to hear the conversation between my husband and the dealership manager [redacted] I have it recorded and would have no problem sharing that with you. More info received from the consumer 2014-02-10Dealership manager says they are going to issue a check in the amount of the damage

Purchased [redacted] on 4-21-2015. I traded my [redacted] that had Hail damage. Gave them insurance ck for almost $6200 and a personal check $1000,2007 [redacted] $5000. I went back the next day to inform them that I did not like the new (used) car that I had purchased and was laughed at by the salesperson. However, in May I went by to ask why they had not paid off my Ford [redacted]; because the lien holder was calling me for my payment. I could not speak with a finance person. So another week went by; and [redacted] is calling me every other day for my old car payment. I received $19 "title work refund" check from Crossroads Ford, so I called to ask about this and why they still had not paid off my old car. I told that guy this means the $19 was financed into my loan and should not have been; and He said it can take up to 4 weeks for the payoff of my old car, this was on/around 5-10-15. As of 5-29-15 my old car is still not paid off and this is going on my credit; which is worrying me very bad. I called Crossroads Ford on 5-28-15 and said what do they want me to do, I will have to file a complaint on them; and [redacted](Personell) called me and left message for me to call Him. I spoke with [redacted] on 5-29-15 and He said they had cut the check for my old car on 4-29-15 and was sent on 4-30-15. I called [redacted] to tell them this and they looked and there is still no pay off for this car. They said for me to ask Crossroads to check to see if they had the account number. [redacted] said He will get with he finance manager on Monday; now this will be 6-1-15;this is really affecting my credit score. I am very upset about this because I have paid the payment on my new car, and my old car is still showing not paid, now I have a bill for 2 payment due on my old car. I cancelled the Gap/and Exended warranty after I look up the [redacted] and it valued $19,023 and I paid $26,989. Therefore, letting me know I got ripped off $5000+. And this has not been corrected either per Credit Union.Product_Or_Service: [redacted] -2011 car-Black (used)Account_Number: Stock # [redacted] DealDesired SettlementI need proof the pay off was sent the dates that [redacted] said it was. (I tried to change out the [redacted] because it was to low and I did not know it only use Premium gas as well; to no avail.) Would like to trade out the [redacted] and get what I came to get; a [redacted] minus $5000 that I was cheated out of. Pay me for the stress I am going thru for the last 30 days(and still)of phone calls from [redacted] for the car I traded and my credit being affected. I desire this be done immediately.Business Response The stated customer has been traded out of her vehicle and is now satisfied. Thanks

On Saturday, May 23rd I reached an agreed upon price of $34,636.97 with [redacted] (sales consultant) of Crossroads Ford Wake Forest for a [redacted]. The truck was physically located at another Crossroads location ([redacted]), but I was told that this was not an issue. Along with the aid of [redacted] (finance manager), I completed the purchase by paying $20,000 via check and financing $14,636.97. In my possession I have a signed sales contract, pink slip, 30-day license plate dated 5/23/15, and transaction receipt. I was told that the truck would be delivered to Wake Forest on Monday, May 25. On Monday afternoon having not heard from [redacted], I called and was told that the drivers car had broken down and delivery was not possible. On Tuesday, I again called for delivery details. [redacted] called back at 2pm on Tuesday, May 26 to inform me that the truck had been sold on Monday morning at the [redacted]s location. He then offered another truck that was not equivalent (higher miles, not certified). I called [redacted] back at 4:30 and, after not receiving a suitable answer as to how this happened or an appropriate path to fix the situation, asked to speak to a manager. At 7:30pm, after not hearing from a manager, I called and asked to speak to the General Manager and was transferred to [redacted] cell phone. Upon introducing myself, the call was dropped. After calling again I received a text that I would be called in a few minutes. I was not. I texted [redacted] the next day at noon after still not hearing back. [redacted] and I spoke on Wednesday afternoon. Blame was placed on Crossroads of [redacted] and was described as a mistake. I was told that my signed paperwork was void and could be discarded. While I have been told that Crossroads will work to try to find another option, I have received no guarantees from [redacted] or [redacted] that an equivalent truck will be located or that they will honor the agreed upon price of $34,636.97. Crossroads Ford appears unmotivated to make this rightProduct_Or_Service: [redacted]Account_Number: [redacted]Desired SettlementThe original agreed upon Truck was a certified [redacted] with a luxury upgrade including back-up camera and leather seats. It had 43,477 miles. The agreed upon price was $34,636.97 out the door. I will accept the initial agreed upon vehicle, or in its place I would accept a truck of at least equivalent quality and features in the colors of black or metallic grey for the agreed upon price of $34,636.97. I ask that Crossroads Ford of Wake Forest honors their signed contract. Business Response [redacted] (Sales Associate(has been in contact with Mr [redacted] all week as well as myself. [redacted] sold Mr [redacted] a pre- owned truck that was located at [redacted]. [redacted] called that Saturday to lock down the vehicle, he spoke with [redacted](sales manger at other store) and was told we can have the vehicle but could not send it until Monday morning. Subsequently we told Mr [redacted] we would have the vehicle Monday Evening. On 9:30 Monday morning I ask [redacted](Sales manager our store) if the truck was in transit he called and was told the vehicle was sold by [redacted], he said he did not mark it and [redacted] sold it. [redacted] called Mr [redacted] that morning and told him what happened and offered him several other vehicles that were comparable to the one he bought. Understandably Mr [redacted] was frustrated because the price point on the vehicle and the options were several thousand dollars less on the original unit. I spoke with Mr [redacted] several times and offered several different options. He still did not understand how the vehicle was sold from underneath him if he bought the vehicle. I explained again what happened and told him we would be looking daily for a vehicle that matches his description price etc. [redacted] was in contact with Mr [redacted] as of Saturday still going over options. We have since sold mr [redacted] a truck that we found at our sister store he is now satisfied.Thanks

Bought a [redacted] from these guys and they have failed to get me the TAG for the car which they have already charged me for.I bought a certified pre-owned [redacted] from these guys by the end of Feb 2015 and I traded in my [redacted] along with it and we did all the paper work and they charged me for all the stuff and till date (April 2, 2015), they haven't provided me with the TAG for the car which usually takes around 1-2 weeks at max to get it done and I have been following with these guys (starting from their sales rep ([redacted]), finance manager ([redacted]) till their general manager([redacted])) but each and everyone of them is giving me a different answer saying that the tag has been lost or it was sent to a different office of cross roads ford or I should wait more to receive it. Yesterday I talk to one of their sales Manager ([redacted]) and he told me that we are checking it and we will see if we have to do the TAG work again but today after talking to these guys again, no one has told me nothing about it. I have been going around in circles. I have been sending emails to them and getting no response. I have been calling them everyday and when I talk to someone they say give us 5 mins and we will trace your tag and will call you back but not even a single time I have received a call back from these guys. This is such a frustrating experience to deal with them. I just want all the paper work for my car to be complete.Desired SettlementI just want that them to complete the paper work for my car so I can receive the TAG/Car registration for it.Business Response [redacted], the General Manager of CrossRoads Ford of Wake Forest, reached out to Mr. [redacted] on Saturday, April 4th, to further discuss and investigate the issue of Mr. [redacted] not receiving his plate after his purchase of a vehicle in February of 2015. CrossRoads' accounting department mailed out the plates on March 9, 2015. Together Mr. [redacted] and [redacted] came to the conclusion that Mr. [redacted]'s apartment complex had lost the plate. CrossRoads Ford of Wake Forest also put Mr. [redacted] in a vehicle to drive for the weekend to ensure he was taken care of. Mr. [redacted] was very appreciative with [redacted]'s assistance. If there is anything else CrossRoads Ford of Wake Forest can assist in please let us know. Consumer Response I appreciate the efforts Cross roads did and yes they gave a replacement vehicle to drive until they got me the car registration, but I do not agree to the fact that my apt complex people lost the tag, I have a separate mailbox and everything is delivered into that mailbox but I never got the tag delivered to that box and I have received other additional letters from crossroads delivered to my mailbox but never got the tag. Since I have got my car registration so I will consider this matter to be closed.I would like to thank [redacted] and[redacted] from crossroads who helped me get through this.Final Consumer Response

Crossroad Ford of Wake Forest is currently running an ad on [redacted] Radio offer $15,000 the MSRP of any F150 XLT Pickup. You are required to finance with [redacted] and have a trade in. You must also pay tax, tags, doc fees, etc. The ad never mentions a minimum value for the trade in. It also does not state "Up To $15,000 off the MSRP" as a salesman suggested.I found a new F150 XLT for $41,170. Less $15,000 would be $26,170. (plus tax, tags, etc.) I was prepared to sign the contract on the spot.However when I was on the lot with my 1999 F150 ready to trade for a new truck, the salesman would not honor their own ad. They countered $35,000+/- because my truck was so old.No where in there ad did they mention an age or minimum price for the trade in!Desired SettlementHonor the ad.Business Response We reached out to the customer the day the complaint was made. I spoke with the customer and advised him that there must have been some miscommunication, which we apologize for. The customer agreed to set an appointment for the following day at 10:15. Once he arrived we appraised his vehicle and offered him the $15,000. He said he was very thankful for the deal, he just needed to discuss the purchase with his wife. We have since tried to follow up with the customer but I do not believe he is in the market at this time. We will continue to honor this price/discount with the customer as long as the add is running and applicable manufacture's rebates allow for. Consumer Response The companies response is correct. I consider the matter closed.

Brought my vehicle in to service a specific problem, charged me $580 and problem is not fixed. Not returning my calls.Service was performed on May 20, 2016.I brought my 2010 Ford Expedition in because the check engine light was on and it was making a ticking noise when accelerating.I was called and told that the two were related, and that it was not covered under the extended warranty. I gave the OK to perform the repairs ($580). Later in the day, I received another call saying they had "bad news" and that there was an additional problem that was also not covered under the extended warranty and that it would be an additional $1000. I declined the additional work. My car was finished later that day. I did not notice the ticking noise on my way home because there was a fire truck parade and there were sirens and helicopters everywhere. I did notice it the following day (a Saturday) and called, but the service department was closed. I called first thing Monday morning and spoke with [redacted] (who was the service rep who checked me in and out). He said he would talk with his Service Manager to see if they could do anything and would call me back. By mid day Tuesday (5/24), I had not received a call from them so called [redacted] back. He said "I have your number here and will let you know when I speak with him". It was a very condescending tone and a week later I still have not heard from them. They made a repair that I did not request and my car is still having the same problem that I brought it in for.Desired SettlementI would like a refund. I was quoted $580 to fix the ticking noise, which was not fixed. I do not like the way I was dismissed without the courtesy of a return call.Response from consumer:Service Manager called and apologized. They made the repair and are refunding my money. Definitely bent over backwards to make sure I left a happy camper.(I did!)