Elk Grove Ford

Review: On 8/8/16, I went to Elk Grove Ford for oil change and problem with brake light staying on (this had been brought up on my previous visit, and I was advised it was fixed, but the light came back on the next day). I did not bring it back because the light was intermittent and I was unsure it would be on when it went in for servicing. As it became more consistent, and it was time for another oil change, I brought the truck back in. When the service adviser called me, he said that my brakes were at 2mm and needed to be replaced urgently (not necessarily immediate). This was strange since the last time I was there, they said my brakes were at 5mm, and I drive mostly highway miles and with no load. Since I have been a long-time customer of 25-30 years, I trusted them and authorized the brake service. Later that day, I received a call saying that my vehicle was ready. I started my truck and noticed the light was still on. I immediately went back inside to tell them. The service adviser told me it would be just a moment and he took my car back in the shop. Shortly thereafter, he told me it would be about another 20-30 mins. I told him I had to run an errand and would be back. About 30 mins later, they called me saying they would have to keep it overnight, or I could bring it back in the morning. I left it overnight. Around 12:30pm on 8/9/16, the service dept called and told me it was a bad sensor and I would have to pay for the part. I told him I was not paying, since I did not authorize any work to be done and was never notified of any work. I spoke with the manager and he said that my car was ready. This time, when I came to pick it up, my truck was running poorly (it was fine when it went in). I took it took Automotive Solutions where the mechanic ([redacted]) did a diagnostic check. It showed the #7 cylinder was misfiring (it was filled with water). He fixed it. Just over an hour later, the light came back on. There is no trust left at Ford, so we are taking it to Automotive Solutions. Ford was notifiedDesired Settlement: Since are brakes were not as dire as the service adviser indicated, the repairs were unnecessary at this time. Partial reimbursement is requested.

Also, since Ford has failed to correct the "brake light" issue twice now and we have paid for the labor as specified, the vehicle is now being taken to Automotive Solutions for servicing (there is no more trust with Ford). We are incurring additional costs due to Ford's negligence and failure to correct the problem. Ford should pay for the costs.

Business

Response:

The initial inspection found that the brake fluid level was low and the brake linings were low. When brake linings are low, additional brake fluid is used. Elk Grove Ford recommended replacing the linings. After the lining replacement and fluid top off, the brake warning indicator was off. Unfortunately, the light came back on. Elk Grove Ford found a loss of contact at the brake pedal switch. Elk Grove Ford replaced the switch at no charge. The light stayed off for several hours. When the light came back on the customer called and was very upset. Elk Grove Ford offered to inspect the vehicle at no charge. Elk Grove Ford offered to go pick the vehicle up so the customer would not be inconvenienced any further. Elk Grove Ford was willing to work with the customer to resolve the issue. The customer terminated the phone call with no resolution agreed upon.

Consumer

Response:

I am rejecting this response because: The problem with the brake light is still ongoing, after 3 times ford has attempted to fix it. I do not trust that Elk Grove Ford will be able to resolve the issue

Review: I originally ordered a special order mustang that we were told was going to take 10 weeks to get here. We waited and never heard anything, so we called them. After calling them we found out there was a delay and we would have to wait another 10 weeks. They found us a car very similar to the one we ordered and they had it shipped to the Elk Grove location. The day we purchased the car and were going to take it home we found a nice big dent on the front bumper (which they failed to point out to us) so we told them they would need to replace the front bumper immediately but we still wanted to take the car home. They said they needed to order the bumped and would do so asap and also would throw in a free lighting kit. After 2 weeks of having the car the insurance scam accident happened, the car sat at [redacted] for months waiting on parts from Ford that were on back order. How do you possibly have parts to make band news cars that are going to sit on a lot waiting to be bought but make the customer who has already paid the 30,000+ to you wait 3 months for two measly parts? So after the parts FINALLY came in, [redacted] took 2 more months to put the car back together. Once it was back together it was then sent to Ford for a "weird vibration" as of (10/9) I have called Ford about 20+ times now from 10/14-10/19 and no one besides the front desk will answer my calls. When I reach front desk I have to tell them I want to be directly handed to service. The first time I actually spoke with them I was told my service rep was out till MONDAY morning and she would have someone else in the back call me before they left that day, which never happened. Then I call back today (10/19) to again be sent to VM by Ford Service center so I called back and had them directly send to the service center. When the phone was picked up I spoke with a very rude lady who told me that my service rep wouldn't be there till tomorrow. She told me she would then call me back which has not happened so far. VERY FRUSTRATING!!!!!Desired Settlement: I would like Ford to finish my car correctly asap, answer my calls and give me an update on my car when I ask for it. I also would like if I could get compensated some way for all the trouble I have been caused and all the money I have spent having to pay for [redacted] charges to get from place to place, other peoples gas money I had to pay and not even being given a rental car even though it is not my fault Ford has their parts on back order for over 3 months. I will NEVER again buy a car from Ford

Business

Response:

Dealer is corresponding with consumer. Working towards a resolution. Should have an answer by 11-5-15.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. If no response from the business by 11-5-15 then I will be contacting them.

Review: I took my 1999 Ford Ranger for a diagnostic and repair on three separate occassions and was told that it was fixed after spending over $1500.00. The last time I went to pick it up, I went to drive the truck and it kept turning off and lots of smoke was coming out of the tailpipe so I called the dealer again and they did a free diagnostic to determine if it was related to the previous repairs. I was called the next day to inform me that the truck had another problem and it was going to be another $500 to repair the truck. I spoke to the service manager [redacted] and was told that it was not related to previous repairs. I was informed that the truck had a brake booster vacuum leak so I declined the repairs and took the truck to another shop who confirmed that there was no vacuum leak, the hose was loose and it was fixed but I did need a new mass air flow sensor that was replaced and now the truck is running great. I am not sure if the truck needed all of the other repairs so I am filing this complaint for someone to verify the repairs because it seems like the dealer was trying to rip me off and I don't want this to happen to anyone else.Desired Settlement: I would like for someone to check the repairs that were already done by the dealer and see if the parts were replaced and/or if there is a record of the work having been done.

Business

Response:

I have forwarded this on to my service manager as I am out of the office till Monday. We have Ford certified factory trained technicians. I'm not sure what shop or the training of there techs.

Business

Response:

June 7, 2014, Customer reported a high idle and engine stall. Diagnosed as a fuel pump, no repairs performed here.September 10, 2014, vehicle towed in with an engine cranks but will not start. Code P0443 (evaporative purge fault) and P0340 (camshaft sensor fault). The camshaft sensor helps control engine timing. Replaced purge valve and camshaft sensor and engine starts.

Review: I took my car into Elk Grove Ford in June 2012 there was a service code # Check DTCS P1235 Fuel pump control out of range issue still exists.

Customer # XXXXXX

I took my car into Elk Grove Ford in June 2012 there was a service code # Check DTCS P1235 Fuel pump control out of range...the engine light, seat belt light and the air bag light was on... there was a ticking under dash from the fuse box the car felt like it was losing power the speed dial was dropping to "0" while I was driving on the freeway and then going back to the speed I was at and bucking. They said that they replaced the fuel pump driver module, replaced driver seat belt buckle/switch, changed engine cooling fluid, replaced Right front Axle a total of $1434.13. To my knowledge there was nothing wrong with Right front Axle.

I return the car under the same warranty with the same issue a few months later... the engine light, seat belt light and the air bag light, ticking under dash from the fuse box. They replaced the GEM module, replaced the alternator. At this time I was told that my battery was failing. I replaced the battery with a new one. I was giving a rental at this time.

I returned the car again for the same issue P1235 Fuel pump control out of range this time they replaced the relays in the BJB they said had damaged the housing and they replaced all the damaged relays and diode.

June 3, 2013 I returned the car again with the same code P1235 Fuel pump control out of range, I was told to leave the car and they could check it the next day. I told them that I needed a rent-A-car because I have doctor's appointment that I could not miss. I spoke to the head manager and was told that he was not going to give me a rental because they have been replacing different part on the car since June 2012 at no cost. I told the manager if the job had been done right the first time I would not have to keep returning the car for the same issue. $1434.13 is a lot of money for nothing and the same issue still exists. I feel that there was work done that I was not having a problem with.Desired Settlement: I would like my car fixed correctly or a full refund $1434.13 to take my car to someone that know what they are doing. This car is dangerous for me to have to drive around with this issue not knowing when it is going to stop on me or where it will stop. I am disable.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted], Svc Mgr

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@elkgroveford.com

2004 Focus with 98,638 miles at original visit 6-15-12. Check engine light and airbag light concerns. Also found right front axle boot split and joint is dry. Code P1235 present for fuel pump control out of range, this was causing the check engine light. Code B1462 present for driver safety belt switch circuit failure, this was the cause of the airbag light. Replaced the fuel pump module for the check engine light. Replaced the driver seat belt buckle (switch is part of the buckle). Replaced the right front axle.

Vehicle returned 3-22-13 (9 months later) with 102,801 miles with new concerns; engine hesitation and clicking noise from fuse box. Diagnostic test revealed no fault codes and no check engine light is on. Diagnostic tests revealed a weak alternator, charging at 10.3 volts, should be above 14.0 volts. Dealer provided a rental as a courtesy and replaced the alternator at no charge. This repair is not directly related to previous repairs, and is 9 months after the original repairs. The dealer performed the repairs and provided rental as a goodwill gesture.

Vehicle returned 5-13-13 with 103,699 miles with a check engine light and clicking from fuse box. Diagnostic test revealed code P1235 has returned (11 months and 5061 miles later). Further testing found several relays in the junction block have damaged/weakened housing. The housing is a plastic case protecting the relay. The plastic has become brittle over time. One of the relays not performing is the fuel pump control relay. Dealer replaced 4 relays that were not performing. Again, no charge to the customer.

If the fuel pump relay was the original failure from June 2012, and 4163 miles ago, the original concern would have come back right away. In other words, the fuel pump failed in June 2012. Customer paid to have it replaced and the vehicle ran properly for the next 9 months and 4163 miles. The alternator failure was new and unrelated. The relay failure was new, but causing the same code. The dealer absorbed both of the new repairs as a goodwill. The dealer feels at this time that the vehicle was repaired properly on the original visit and will not provide a free rental vehicle when the customer leaves her vehicle for diagnosis/repair. The dealer also does not agree with a refund request for the same reason.

Please note: The customer spent $403.61 to have the fuel pump replaced. Customer spent $1030.52 in other repairs. The dealer has absorbed $491.00 in subsequent repairs and rental, that again, were new concerns that were not present at original visit.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Elk Grove Ford said that I returned my car with a different issue that is NOT TRUE, the same code that they Diagnostic tests showed on my original visit 6-15-12 is the same code that has show all the times that I have returned the car to Ford. Code P1235 present for fuel pump control out of range. Check engine light was back on every time I returned. I took my car and had it put on someone else's machine and the same code came up Code P1235 present for fuel pump control out of range. When I took it back to Ford [redacted] asst. service manager told me that is the same code that has always came up. I do not care if it has been 9 month or one year that this code has returned that tells me that the problem was not FIXED correctly in the beginning ...me research the code P1235 is the ECM computer is not reading the amount of fuel that is given to the car.

1st time

CUSTOMER #: XXXXXX

Elk Grove Ford

INVOICE

[redacted] Dr. [redacted] CA XXXXX

XXXX XXRD [redacted]

[redacted] CA XXXXX

HOME: XXX-XXX-XXXX CONT:XXX-XXX-XXXX

BUS: CELL:

P.O. Box [redacted]

[redacted] CA XXXXX

PAGE 1

Phone (XXX) XXX-XXXX

"The Ford Boys are back in town and appreciate your business."

A CUSTOMER STATES CHECK ENGINE LIGHT IS ON RUNS GOOD. CHECK AND ADVICE 304 CHECK ENGINE LIGHT COMES ON ADVICE

VERIFIED CONCERN CHECKED DTCS P1235 FUEL

44 CP

1 4S4Z*9D372*AA MODULE - ENGINE FUEL

XXXXX XX CUSTOMER STATES CHECK ENGINE LIGHT IS ON. CHECK ENGINE LIGHT IS ON, VEHICLE RUNS FINE. PUMP CONTROL OUT OF RANGE. PERFORMED VISUAL CHECKS SYSTEM LOOKS OK. PERFORMED PPT KB23-27, FOUND INTERNAL FAILURE OF FUEL PUMP DRIVER MODULE. RECOMMEND REPLACE FPDM AND RE CHECK SYSTEM.REPLACED FUEL PUMP DRIVER MODULE RE CHECKED SYSTEM CHECKED OK, PASSED SELF TEST NO DTCS. ROAD TESTED CHECKED OK.

B CUSTOMER STATES AIR BAG LIGHT WILL COME ON AND FLASH AND THEN HEARS

CLICKING NOISE FROM FUSE BOX. CHECK AND ADVISE 8 ELECTRICAL CONCERNS.

1 6S4Z*XXXXXXX*A BUCKLE ASY - SEAT BELT XXXXX XX CUSTOMER STATES AIR BAG LIGHT WILL COME ON AND FLASH. ROAD TESTED CHECKED OK AIR BAG LIGHT NOT ON. CHECKED FOR CODES, B1462 DRIVERS SAFETY BELT SWITCH CIRCUIT FAILURE IN RCM CMDTCS. PERFORMED PPT FOUND INTERNAL FAILURE OF DRIVERS SAFETY BELT SWITCH. RECOMMEND REPLACE AND RE CHECK SYSTEM. REPLACED DRIVERS SEAT BELT BUCKLE/SWITCH. ROAD TESTED CHECKED OK, PERFORMED SELF TEST SYSTEM PASSED.B CUSTOMER STATES AIR BAG LIGHT WILL COME ON AND FLASH AND THEN HEARS

CLICKING NOISE FROM FUSE BOX. CHECK AND ADVISE 8 ELECTRICAL CONCERNS.

XXXXXXX*A BUCKLE ASY - SEAT BELT

CUSTOMER STATES AIR BAG LIGHT WILL COME ON AND FLASH. ROAD TESTED CHECKED OK AIR BAG LIGHT NOT ON. CHECKED FOR CODES, B1462 DRIVERS SAFETY BELT SWITCH CIRCUIT FAILURE IN RCM CMDTCS. PERFORMED PPT FOUND INTERNAL FAILURE OF DRIVERS SAFETY BELT SWITCH. RECOMMEND REPLACE AND RE CHECK SYSTEM. REPLACED DRIVERS SEAT BELT BUCKLE/SWITCH. ROAD TESTED CHECKED OK, PERFORMED SELF TEST SYSTEM PASSED.

C PERFORM MULTI-POINT INSPECTION (2-11)

99P PERFORM MULTI-POINT INSPECTION (2-11)

44 CP 0.00

GBATT BATTERY SHOWS TO BE GOOD AT THIS TIME

44 CP 0.00

GBK BRAKES GOOD AT THIS TIME OVER 5MM (DISC) OR 2MM (DRUM)

44 CP 0.00

RTIRE TIRES REQUIRE IMMEDIATE ATTENTION 3/32 OR LESS

XXXXX PERFORMED MULTI POINT INSPECTION. [redacted]

D TIRE PRESSURES

0.00

TIRE AGE.

0.00

44 CP

XXXXX SET TIRES TO 32PSI [redacted]

E** PER RECOMMENDATION, REPLACE DRIVE BELT 100 ENGINE MISC. 44 CP

1 JK6*901*A V-BELT XXXXX XX REPLACED DRIVE BELT.

PERFORM BG ENGINE COOLING SYSTEM FLUID EXCHANGE SERVICE TO CLEAN

SYSTEM AND REPLACE OLD ANTI-FREEZE WITH NEW-CONDITIONED ENGINE COOLANT/ANTIFREEZE.

CAUSE: COOLANT REPLACEMENT DUE TO AGE OR CONDITION OF COOLANT. BGCOOL PERFORM BG ENGINE COOLING SYSTEM FLUID

EXCHANGE SERVICE TO CLEAN SYSTEM AND REPLACE OLD ANTI-FREEZE WITH NEW-CONDITIONED ENGINE COOLANT/ANTIFREEZE.

HWcool HAZARDOUS WASTE FEE COOLANT. X XXXX COOLING SYS SERV KIT 1 VC*7*B ANTI-FREEZE

XXXXX XX PERFORMED BG COOLING SYSTEM EXCHANGE. [redacted]

G** REPLACE RIGHT FRONT AXLE. 5 STEERING/SUSPENSION.

ROAD TESTED CHECKED OK

1 PXXXXXXX/NEW-AXLE FDXXXX XXXXX XX REPLACED RIGHT FRONT AXLE.

2nd time

A RECHECK SERVICE ENGINE SOON LIGHT. CAME BACK ON AND CUSTOMER STILL

HEARS A CLICKING / RATTLING NOISE UNDER DASH. 10 CHECK ENGINE LIGHT.

44 ISP (N/C)

1 1S7Z*15K600*DD MODULE - DOOR LOCK AND ALARM (N/C)

XXXXX XX CUSTOMER STATES ENGINE LIGHT CAME BACK ON AND STILL HEARS A CLICKING NOISE FROM DASH AREA. ROAD TESTED VERIFIED CONCERN CHECK ENGINE LIGHT ON, AND VERIFIED CLICKING NOISE FROM DASH ALSO, CONCERN IS INTERMITTENT. ALSO FOUND INTERMITTENT NO START/CRANK AND INSTRUMENT CLUSTER LIGHTS, AND INTERIOR LIGHTS WILL GO DIM AND FLICKER. SUSPECT ALL CONCERNS RELATED. PERFORMED PPT FOUND GEM MODULE INTERMITTENTLY FAILING CAUSING MULTIPLE ELECTRICAL CONCERNS. CHECKED POWER AND GROUND TO GEM WHEN CONCERN WAS PRESENT, CHECKED OK. SUSPECT INTERNAL FAILURE OF GEM MODULE, RECOMMEND REPLACE GEM AND RE CHECK SYSTEM.

A CUSTOMER STATES ENGINE WILL HESITATE DURING CONSTANT SPEED DRIVING,

(N/C) (N/C)

ALSO NOTICED CLICKING NOISE FROM FUSE BOX UNDER DRIVER SIDE AND AIR BAG LIGHT CAME ON AT THE SAME TIME. SEE HISTORY AND ADVICE 100 ENGINE MISC. 44 ISP

X XXXXXXJP ALTERNATOR ASY

XXXXXX XX CUSTOMER STATES ENGINE WILL HESITATE, AND WILL HEAR CLICKING NOISE UNDER DASH. PERFORMED CHARGING SYSTEM TEST, VEHICLE FAILED ONLY 10.3V, AND PEAK AMPS ONLY REACHED 24. RECOMMEND REPLACE ALTERNATOR AND RE CHECK SYSTEM. REPLACED ALTERNATOR RE CHECKED CHARGING SYSTEM. CHECKED OK 14.2V, DIODE PATTERN GOOD, 55 PEAK AMPS. ROAD TESTED CHECKED OK. SELF TEST PASSED.

B RENTAL CAR

99 ISP

MISC 8 DAY RENTAL P0#XXXXX

3rd time

A CUSTOMER STATES CHECK ENGINE LIGHT CAME ON, ALSO CLICKING NOISE FROM FUSE BOX UNDER DASH ON LEFT SIDE. CUSTOMER ALSO NOTICED CLUSTER LIGHTS AND DOME LIGHTS FLICKERING. SEE HISTORY AND ADVISE 8 ELECTRICAL CONCERNS.

194 ISP

4 F5TZ*14N089*B RELAY

BJB

XXXXXX Inspected vehicle and verified concern, found vehicle has a p1235 fuel pump control circuit. Inspected harness and circuits. Performed pinpoint test in PCED, found several of the relays in the have damaged housing and aren't clicking when applied, the fuel pump control relay being one of them, also found the PCM power diode is damaged as well but still making contact. Replaced all damaged relays

it[redacted]-

And diode and rested all ok.

DESCRIPTION TOTALS

LABOR AMOUNT 859.99

PARTS AMOUNT 532.61

GAS, OIL, LUBE 0.00

SUBLET AMOUNT 0.00

MISC. CHARGES 0.25

TOTAL CHARGES 1392 .85

LESS INSURANCE 0.00

SALES TAX 41.28

PLEASE PAY THIS AMOUNT 1434. 13

You can see all the work they did they were pull straws they did not and still do not know what is wrong with my car I am no satisfy with the response from Ford. I want my car Fixed for the amount I paid for their RECOMMENDATIONS. You can see each time I took the car back they were getting the same Code P1235 fuel pump control out of range.

Business' Final Response

The code P1235 did not return for 11 months. When the vehicle returned 11 months later, we performed repairs at no charge, even though they were unrelated. The customer is having a difficult time understanding that fault codes can be set by multiple parts, it is not simply one part for one code. This vehicle had two different parts fail 11 months apart. It is quite possible that more parts have failed on a 10 year old vehicle.

The dealer will diagnose the concern at no charge to the customer, which was offered from the beginning. The customer's biggest concern was that the dealer would not pay for a rental vehicle. The dealer will offer a ONE DAY rental, and diagnose the vehicle at no charge. If the failed part is unrelated to the original repairs performed in June of 2012, the customer would be responsible to have her vehicle repaired. The dealer will repair the vehicle if the failure is DIRECTLY related to the original repair from June of 2012. The dealer will not repair the vehicle for free if the failure IS NOT directly related to the original repairs performed in June of 2012.

This is the dealers final offer and it is not negotiable.

As a reminder, the customer paid $403.61 for the orginal repair to clear code P1235. The customer DID NOT PAY $1434.13 to only have code P1235 repaired. The remainder amount was for other repairs.

I don't like to leave bad reviews because I know customer service can be tough. That being said, this place has made too many mistakes to be ignored at this point.

I bought a lemon/2006 Ford Escape from them in August 2010 with a 36k/3 yr. warranty. In December my transmission went out. I knew this was a likely event, as I had done research on the car. It was covered by the warranty, so it wasn't the end of the world. They did however take 2 weeks to decide whether to fix it or replace it. Another 6 months goes by and my panel control module (computer) goes out. This was not covered by the warranty. The car was useless without it, so I paid the 2k to replace it.

This is where the ridiculous mistakes started happening. When I got the car back I had several electrical issues. My cruise control was spotty, as well as the power locks on the driver side door. I brought it back in to have them looked at and they magically worked when the mechanic took it out or a drive and he said to bring it back when it happened again. It happened as I drove away, but it was closing time. I live an hour away, so I just dealt with the electrical issues.

Next, my brake lights stopped working. I tried to replace the bulbs and it kept blowing fuses, 10 to be exact. I brought it in to find it was an issue with a current being grounded at the junction box. They made some minor repair, and didn't replace the junction box. When I drove away my back passenger blinker didn't work. Again, I tried to replace the bulb and it blew the fuses. I brought it in a month later to have them tell me it was the junction box. They decided to replace it and it was covered by the warranty. All the while I am paying $100 deductibles, for a mistake that should have been rectified the first time.

I had the cruise control looked at and it was an issue that was not covered by the warranty. They failed to tell me this until I received the bill, which charged me 62.50 to have it looked at. I find this a little odd since the cruise control wasn't an issue until they replaced my panel control module. Why I am I paying for them to fix their mistakes???

I tried to check the car to make sure things worked before I left the lot, as the mistakes were piling up. I didn't find anything until I stopped for gas. The clicker to lock and unlock the car didn't work anymore. I was flabbergasted that I drove away with ANOTHER issue.

Needless to say I will never buy another car or warranty from this company. If their service department was not part of the deal I would never have returned and I suspect they would not be in business at all.