Laurel Ford

Regarding your letter dated 8/24/and involving ***
***;
We did not sell this vehicle. We have never serviced this vehicle Customer called for an appointment with our
dealership to repair and or replace his vehicle’s engine
Customer
then called his selling dealer who told
him to ask us for goodwill and warranty
Customer called again asking us for repairs to
be made under warranty or through goodwill
We explained to the customer that the engine
would have to be torn down first. We could then report our findings to
Ford and apply with them to see if they wanted to have repairs made under
warranty or through goodwill. The vehicle was never brought to our dealership
for repairs.
The vehicle was checked and
is out of warranty, per fordThe Ford CRC states “ she is
unable to provide goodwill for motorhomes”
*** ***
8/25/

Review: Motorhome was dropped off for a Cylinder head replacement on 9/6/14. Estimated repair time was stated as 9/12/14. My wife, myself, my sister and her husband at that point rented a U-Haul truck in order to pull a trailer and finish our trip to Lisbon, North Dakota to see my parents for 2 weeks. After 3 phone calls on 9/11/14 of which I was promised a call back, I finally got the service department on the phone. I was told at this point that the old head was off, everything looked good and it should be completed on time. So my wife and I drive the rental truck 611 miles at .29cents a mile plus gas in order to return it and pick up our motorhome. We arrive at Laurel Ford the morning of 9/12/14 and are told again that everything looks good, but it would not be finished until 9/13/14. We rent a room and go back to Laurel Ford to ask if someone can pick us up from the rental business and bring us back to our motel which is across the street. At this time we are told that we have a cracked piston and scoured cylinder wall and would need a new engine, now with a repair estimate of 9/18/14 or 9/19/14. This would have already been visible with the old head off, which is what we were told before we drove up from North Dakota. I was never allowed to look at the head or the block to verify either condition. So now we have wasted the 611 mile trip each way and are going to have to make it again because we were told it would be ready and it was not. Also noticed at this time that a handle on the motorhome screen door had been broken by the service tech and was promised that it would be replaced. I try several times between 9/15/14 and 9/18/14 to call and check on progress, each time being asked to leave my name and number and not getting a call back. Finally on 9/18/14 I get a call back and am informed that our motorhome will be done on 9/19/14. The motorhome does appear to be running great with the new engine and we think we are finally done with this dealership that does not seem to care about or call back its customers. I tell my concerns to the service manager about not getting any call backs and the extra trip in the rental truck and he seems to not care about my situation. Saying only that he would look into it. I ask if I can take pictures of the old head and block to verify the damage they stated had occurred, and was told that the old engine was back together, therefore they would not let me look at my old parts. I still have no way to verify that the motorhome actually needed a complete engine and not just a new head. As we are finally headed home I notice that the steering wheel is a half turn off, making using the turn signals very difficult. When I called to ask about having this fixed I was basically called a liar with the response that it was not running when it came in so they have no way to verify it wasn't that way before. If all this isn't enough, I notice at a meal break on the way home that they have billed me for the screen handle that they broke and I installed.Desired Settlement: I would like the gas and mileage charges compensated for the extra trip to and from Laurel, Montana and Lisbon, North Dakota. I will pay for the extra week keeping the truck.

I would like the cost of the screen door handle returned, They broke it, I should not have to pay for it.

I would also like to be compensated for a front end alignment, as the steering wheel was not a half a turn off when the vehicle was dropped off.

1200 miles @ .29 a mile $348.00

Gas for extra trip $182.29 figured at lowest price paid

Screen door handle $21.54

Front end alignment $129.99

Total, this is more than fair. $681.82

These are bottom line prices I did not inflate them.

Business

Response:

Service manager, [redacted], has tried unsuccessfully to contact the customer to settle this issue

The customer has not responded to the messages left

Mr. [redacted] has the intention of reimbursing the customer for some of the work

Please have customer call Mr [redacted] at [redacted]

Regards

Laurel Ford

Would not do business with these people. We were in our Rv in Livingston mt when we blew our well maintained ford v10 triton engine with only 42,000 miles. Our warranty was 5 years, 50,000 miles and we were 12 days past the 5 year mark. Tom, at Laurel, told me they might be able to get us"good-will assistance" from ford, but then could not order the engine now, but we had to bring it in so they could determine what caused engine to blow. Also they had 2 RV"s on their lot, that had the same thing happen, and they had to take care of them first. (not a good sign for the V10) So instead of ordering the engine now and then towing our RV to them in a week, we sat in an RV park in Livingstone, planning to have RV towed to them in a week so they could start the "good-will" process. After 5 days, I called them to verify our appointment in a couple of days. At this time they informed me they could not give us any "good will". Spoke to the service manager, Bubb, and he told me because of the 2 RV V10 replacements ahead of us, he will absolutely not help us out. Told me he could still order the new engine and replace it for $14,000, but has used up his Good will. THEY SHOULD HAVE TOLD ME THIS RIGHT UP FRONT. My wife and I wasted almost a week waiting for them. I have found, that in the long run, you are better off not doing business with people that treat you like this. As far as the Ford V10 triton, the jury is still out….but DEFINATELY AVOID LAUREL FORD LIKE THE PLAGUE.

Review: iOn 10/27/12 I purchased a used 2010 [redacted] from Laurel Ford in Laurel, MT. At the time I purchased the vehicle I was told by sales staff the only warranty on the vehicle was the remainder of the 3 year 36,000 mile factory warranty. I purchased the extended Portfolio warranty for $2,960 which covers the vehicle for 5 years or 100,000 miles. Last week I took my [redacted] to a [redacted] dealership along with my Portfolio Warranty to have some repairs done on my transfer case. The [redacted] dealer told me they would honor my Portfolio Warranty but that the vehicle also carried a 5 year 100,000 warranty from the factory on the powertrain. I was not told by the Ford dealership of this warranty. It would have certainly affected my decision to purchase the extended Portfolio Warranty if I had been told the vehicle already had a powertrain warranty on it. Laurel Ford by not telling me the [redacted] already carried a 5 year 100,000 miles powertrain warranty prevented me from making an educated decision about whether or not to purchase an additional warranty in the amount of $2,960. In reality they made the decision for me by not disclosing the existing warranty. When I contacted Laurel Ford today I was advised the only remedy for me was to cancel the remainder of the warranty and get my money back. They offered no other solution although they did admit it could have affected my decision to purchase an extended warranty had I been given all the information including there was already a warranty on the vehicle. I asked for the full amount of $2,960 be returned to me by the dealership and they said no that was impossible. They further insulted me by again telling me I could cancel the warranty at any time for a refund of the remain amount. A fact I already knew! I explained to them I was dissatisfied and calmly gave them the opportunity to recover my business. Again I told them I would expect the full amount of the $2,960 from their dealership since that amount obtained from me would not have beekDesired Settlement: I have asked for the full amount of $2,960 paid to me by the dealership in the form of a check. That is what I feel is fair.

Business

Response:

Ms. [redacted] purchased a warranty that covers much more than the item she is having repaired at this time

Manufacturer's warranties cover the driive train longer than the 3 year 36k mile comprehensive warranty

The coverage that Ms [redacted] purchased covers much more than the powertrain coverage that she is addressing on her current component failure

She is welcome to cancel the balance of this warranty

Consumer

Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Consumer

Response:

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.

see attached

Regards,

Review: We were in our Rv in Livingston mt when we blew our well maintained ford v10 triton engine with only 42,000 miles. Our warranty was 5 years, 50,000 miles and we were 12 days past the 5 year mark. [redacted], at Laurel, told me they might be able to get us"good-will assistance" from ford, but then could not order the engine now, but we had to bring it in so they could determine what caused engine to blow. Also they had 2 RV"s on their lot, that had the same thing happen, and they had to take care of them first. (not a good sign for the V10) So instead of ordering the engine now and then towing our RV to them in a week, we sat in an RV park in Livingstone, planning to have RV towed to them in a week so they could start the "good-will" process. After 5 days, I called them to verify our appointment in a couple of days. At this time they informed me they could not give us any "good will". Spoke to the service manager, [redacted], and he told me because of the 2 RV V10 replacements ahead of us, he will absolutely not help us out. Told me he could still order the new engine and replace it for $14,000, but has used up his Good will. THEY SHOULD HAVE TOLD ME THIS RIGHT UP FRONT. My wife and I wasted almost a week waiting for them.

Business

Response:

Regarding your letter dated 8/24/2015 and involving [redacted]

[redacted];

We did not sell this vehicle. We have never serviced this vehicle. Customer called for an appointment with our

dealership to repair and or replace his vehicle’s engine.

Customer then called his selling dealer who told

him to ask us for goodwill and warranty.

Customer called again asking us for repairs to

be made under warranty or through goodwill.

We explained to the customer that the engine

would have to be torn down first. We could then report our findings to

Ford and apply with them to see if they wanted to have repairs made under

warranty or through goodwill. The vehicle was never brought to our dealership

for repairs.

The vehicle was checked and

is out of warranty, per fordThe Ford CRC states “ she is

unable to provide goodwill for motorhomes”.

8/25/2015