Sheridan Ford Sales

Review: I purchased a 2015 Ford F150 and the dealer told me I could add a sunroof - I did not need to order a new truck. They claimed the sunroof would be $1650 and no issue to install after the purchase.

Once I purchased the vehicle I was then told no sunroof was made for the truck. The truck has a design that will not allow sunroofs.

The dealer refused to honor the original sales statement and know I am stuck with a truck that is not what I wanted to the tune of $47,000.Desired Settlement: Exchange for what I asked for - a truck with a sunroof - I am willing to pay for the sunroof direct from Ford.

Business

Response:

To Whom It May Concern, We are in contact with Mr. [redacted] to rectify the situation. We are exploring a few optionsand hopefully we will be able to come to an amicable solution.Thanks,[redacted]General Manger

Consumer

Response:

Review: I recently took my vehicle to Sheridan Ford to have my oil changed and the Check Engine Light evaluated. They stated I need to have an air pump replaced and my thermostat replaced. After picking up my vehicle, 2 weeks later, my check oil light was on, I contacted them and before I could get it back to be serviced while driving the engine blew up, there was no oil in my car. I had contacted Sheridan and had my car towed back to them. They are now advising my it was my responsibility to fix it. NO one in the Service Department told me I had ANY issue with my engine.Desired Settlement: Get my car back to running order. I do not wish to have a brand new engine, just fix the problem you missed.

Business

Response:

MRS [redacted] HAD A 2007 FORD FUSION VIN#[redacted] TOWED IN ON 11/3/2015. IT WAS FOUND TO HAVE A HOLE IN THE BLOCK. IT WAS TWO QUARTS OF OIL SHORT OF THE FIVE REQUIRED DUE TO THE HOLE IN THE CYLINDER BLOCK WHERE IT HAD LEAKED OUT. THE VEHICLE POWER TRAIN WARRANTY HAS EXPIRED THREE YEARS AGO. SHE ASKED FOR SOME ASSITANCE IN HAVING THE VEHICLE REPAIRED. WE ASKED FOR OIL CHANGE RECIEPTS DUE TO IT LOOK LIKE A OIL RELATED FAILURE. SHE STATED SHE DID NOT HAVE ANY AND COULD NOT REMEMBER WHERE SHE HAD THEM DONE. SO WE SENT A OIL SAMPLE TO A LAB TO HAVE IT CHECKED. THE OIL SAMPLE CAME BACK WITH A RATING OF A FOUR. ONE IS CONSIDERED NORMAL FIVE IS A DESTRUCIVE. WE DISCLOSED THIS TO HER AND SHE DISAGREED.IF THE OIL IS NOT CHANGED ON AN REGULAR BASIS THIS IS THE COMMON RESULT. THANKS,[redacted]SERVICE DIRECTOR

Consumer

Response:

Review: In July of 2009 I purchased a 2008 Ford Edge from the Sheridan Ford. I also purchased a 6 year or 100,000 mile warranty for approximately $1,800. In the month of March 2014 I was having issues with my vehicle so I called to sales representative ([redacted] whom sold me the vehicle to check the terms of my warranty. I was advised my warranty had already expired in 2013. I could not understand how that was possible if 6 years were not up nor had my mileage reached 100,00 miles. Dave told me I should call the Service Department for more info. I did so and spoke with Tara a Service Mngr who reiterated that my warranty was expired and she did not have further info for me. She advised me to speak with a Sales Manager as they are the ones who sold me the warranty and transferred my call. The Sales Manager explained to me that the warranty I had purchased begin the date of the original sale of the vehicle in 2007 mind you I purchased the vehicle and warranty 7/25/2009. How can I be sold and pay for a warranty that would not cover my car for the next 6 years/100,000miles? Why was I not informed that my warranty would end before in 2013 rather than in 6yrs or 100,000 miles.Desired Settlement: I believe this was a bad faith/misrepresentation of the warranty I was sold and would like to be refunded.

Business

Response:

There are 2 categories of extended service plans. A New Vehicle Extended Service Agreement and a Used Vehicle Extended Service Agreement. A New Vehicle Extended Service Agreement applies when a vehicle is still covered under the manufacturer warranty. For example, Ford's factory warranty is 3 years/36,000 miles from the initial purchase. [redacted]'s 2008 Ford Edge was still covered under the manufacturer's warranty when she purchased it from Sheridan Ford on July 25, 2009; therefore she was sold a New Vehicle Extended Service Agreement.

The in-service date for [redacted]'s 2008 Ford Edge was October 7, 2007 , and it had 17,521 miles at the time of her purchase. Both the in-service date and mileage are disclosed on the New Vehicle Service Agreement sold to [redacted] at the time of her purchase. It also stats in bold in box 5, "This agreement expires by time from Manufacturer's In-Service date or mileage measured from zero {0) miles, whichever occurs first."

The advantage of New Vehicle Extended Service Agreements over Used Vehicle Extended Service Agreements is they provide more coverage and they are cheaper. The most coverage a customer can purchase from Sheridan Ford on a Used Vehicle Extended Service Contract is 4 years/80,000 miles. The New Vehicle Extended Service Contract purchased by [redacted] provided her with 4 years 74 days or 82,479 miles of coverage until the contract expired. Additionally ,it cost less than a similar term Used Vehicle Extended Service Contract.

The New Vehicle Extended Service Contract purchased by [redacted] was not sold to a previous customer and then transferred to her. [redacted] is the original owner of New Vehicle Extended Service Contract No [redacted]. It expired by time on October 7,2013 or when the odometer reached 100,000 miles.

Review: On October 1, 2015 I had my car a 2008 Lincoln MKX towed in to Sheridan Ford due to my car overheating. They told me it was my water pump which is in the engine and since they were there I should replace my timing chain and accessories since I was nearing 100,000 miles. I had the repairs completed per their diagnosis. I picked my car up on October 6, 2015 the repair cost was $2,620.14. Within a few days my car had an engine issue- my car was cutting off with warning. It did it again approximately two more times. The week of October 19th, 2015 I called Sheridan Ford to discuss my car shutting off. I scheduled an appointment, however within days before the appointment my car cut off and the engine light came on. I had it towed to Sheridan on October 26, 2015. The service department informed me that I need to have my engine replaced! We discussed the repairs Sheridan made and they claim no responsibility. At this point I had my car towed to another mechanic for a second opinion. This mechanic stated that the engine failure was most likely due to the timing chain not installed correctly. It was explained to me that if the timing chain is off by one tooth this can cause engine failure.Desired Settlement: Since I believe Sheridan Ford's service department mechanic made a grave error installing the timing chain which resulted in the total engine failure of my car, I feel strongly I am entitled to a total refund.

Thank you.

Business

Response:

Due to you limited technical experiance , I respectfully decline.Tell us why here...

Consumer

Response:

Review: When I purchased this car it was promised that a chip in the windshield would be repaired.Later, when brought for the repair, it was determined that it was not possible to fill the chip and now 1/2 the cost of a new windshield would be $150.00.Desired Settlement: Fix or replace windshield as chip is unsightly.

Business

Response:

I have talked to [redacted] and we had repaired the chip previously but she said the repair was unsatisfactory. I was not aware of her displeasure with the repair until I received this complaint so I reached out to her and she explained what happened and I told her to bring in the car and we would take care of the windshield for her and she seems happy with that.

Review: I took my automobile in for service because it kept stalling. The service department found that the engine needed to be replaced. I was told that it would take approximately 3 weeks, maybe less. The automobile was not returned for almost 8 weeks.Desired Settlement: The company offered nothing for their lack of decent customer service, which mostly regards a lack of communication. For about 2 months no one reached out to use about the rental car, about the delays, nor about any progress. The one call we received was that the work was complete. Even after trying to rectify the situation with the service director and the GM, phone calls were not returned. I only obtained contact through persistent calling. At the writing of this information, I am still awaiting a return call from the GM regarding 2 specific questions. It's been about 5 days.

I believe that the company should be offering something to make up for the poor customer relations, communication besides the unauthentic apology and blame shifting that I received. There should be some accommodation whether in complimentary service, refund of payment, or extra weeks of rental car coverage which I had to pay while my car was in service, since they do not offer courtesy cars for their customers.

Business

Response:

THE CUSTOMER WAS NOTIFIED AFTER DIAGNOSES THAT THE MOTOR IN THE VEHICLE NEEDED REPLACEMENT. THE MOTOR WAS ON NATIONAL BACK ORDER THROUGH FORD MOTOR COMPANY. THE EXTENDED WARRANTY POLICY THAT THE CUSTOMER BOUGHT AT ANOTHER DEALER ONLY HAD PROVISIONS FOR 5 DAYS RENTAL. SHERIDAN FORD DID CONTACT FORD AND ASSISTED IN GETTING 10 ADDITIONAL DAYS FOR THE CUSTOMER. WE INSTALL THE NEW ENGINE WITHIN THREE DAYS OF DELIVERY AND HAD VEHICLE WASHED BEFORE DELIVERING TO CUSTOMER.

Consumer

Response:

Review: Back in June 17, 2013, I purchased a pre-owned vehicle, a 2008 Lincoln MKX for $20,478. They gave me $3500 for my trade-in, in addition to the $1,386 cash for a total of $4,886 cash value towards this car. The total for the car was then $15,592. After taxes and title fees ($1,017) AND an extended warranty ($1,770), my final loan was for $18,379.

During negotiations and my due diligence, I asked for a car fax report and was shown a clean Auto Check report from the salesman with a confirmation that there was 1 owner and no accidents.

Within the first year of my purchase, the vehicle had major problems and was in the shop 4 times, resulting in being stranded on the road, waiting 3 hours for a tow truck, and miss time at work. Because I had purchased extended warranty, the repairs were made with $100 deductible expense on each occurrence. The first incident, the service shop claimed the battery test failed and required me to replace the battery for $169 (June 11 2014). SIDE NOTE: Just saw a report the service shop reported the same issue May 11, 2013 (1 year earlier) and replaced the battery then too.

The paint on the bumper was chipping and I took the vehicle to an auto detailer who had stated the car looks like it had been in an accident in the front and back. I disregarded due to the Clean Auto Check report, thinking that the incident was minor.

I went to sell the vehicle to another dealer and they printed a car fax report on 12/2014 and said that report says "Structural Damage", "Accident Reported" November 2012 and Repairs February 2013 (I didn't purchase the vehicle until June 2013 and this was NOT disclosed at the time of purchase) and the car is now UN-TRADABLE.

I confronted Sheridan on December 13, 2014 and spoke to [redacted], General Manager. They did not claim any knowledge the vehicle was in an accident. They sold me a vehicle that was in an accident, serviced by them before, during and after the accident and DID NOT disclose this information at the time of purchase when I asked for a clean, no accident report. This car was on sale for $20, 478.00 and NOT in an “AS IS” Warranty. I feel the vehicle was misrepresented and sold to me under false pretense4Desired Settlement: I would like Sheridan to reimburse me for the purchase of the vehicle. My loan is $14, 643 and my car is now only worth $8,000 or virtually “non-tradable”. I understand normal depreciation of a vehicle. But with the issues described above, the inconvenience, miss time of work (about 8 hours in total), the cash pay out for all of the service diagnosis, plus the $4,886 cash/trade in down payment, I am willing to accept pay off of the car +$3,500 for my original trade in. The depreciation value I will count towards the cash I laid out plus the mental anguish and hardship this vehicle has brought for the past 18 months. I will not ask for anything more but to provide a clean break from this organization.

Business

Response:

To Whom it May Concern, We are deeply sorry that the customer feels they have had a poor experience with our Dealership. That being said, there are several factors involved in this transaction over which Sheridan Ford did not have control. We cannot control the amount that vehicles depreciate. As far as the vehicle having a clean Auto Check, we provide that information to the customer, but it is by no means a guarantee that the vehicle has never been in an accident nor is it a guarantee that the vehicle has not had any issues. We cannot control when or what information Auto Check includes on their report. There is no law requiring a car dealership in the State of Delaware to disclose a vehicle’s accident history. We also cannot control whether the customer has or does not have equity at the current point in their loan. Equity is as much a result of the term or the interest rate of the loan as it is the condition of the vehicle. We have spoken to the customer and attempted to resolve this, but the customer did not agree to our offer. We are still open to help the customer trade the vehicle in at a value similar to what it would be worth without the accident history. This offer has only been made because we do not want any customer to feel the way [redacted] feels. That being said, we are not willing to do what she has requested.[redacted]

Consumer

Response:

Review: My husband and I wrote a very detailed letter to Mr. [redacted] expressing our concerns with the service department at his Ford dealership and we have yet to receive any response addressing our concerns (we have tried to include that letter here however your webpage gives a "binary data will be truncated error"). Work to be performed on our vehicle was not done a stated and we came to find out they were missed after the fact. I was unable to have any questions answered as to why work was not performed and even spoke with the Service Manager who yelled condescendingly and came up with excuses that did not pertain to our situation. He even ended our conversation by hanging up on me. We received poor and deceitful customer service and no response from the owner.Desired Settlement: We would like Mr. [redacted] to personally address his employees actions and we want to be refunded $1,000, half the amount we paid for services.

Business

Response:

in reviewing your letter and interviewing my staff I have come to a conclusion. in your letter you stated that the dealership decieved you about the reliability for your 2001 escape with 145,000 mile.that had a bad transmission and could not be driven. they said it was in good condition for a 14 year old car with 145,000 miles on it. they did tell you about some of the short comming of the vehicle. car of that age and milage are prone to have problems that just a fact of life. you feel you owed half of the money that you paid for the repair on a car you traded in and recieved a trade allowance. I respectively disagree.Thank You

Consumer

Response:

Review: On 10/10/14 I had my 2013 Ford F250 serviced at Sheridan Ford. I had an oil change and multi-point inspection. On my receipt, it indicates BGK Brake Lining are ok at this time (128 IMM). On the Multi-Point Inspection Report Card as Recommended by Manufacturer attached to my receipt, under the Brake/Tire Wear section, the Left/Right Front Brake Lining are Green (8/32") and Left/Right Rear Brake Lining are Green (7/32"). However, on 10/19/14 my brakes started making a grinding sound. It was so bad that I was unable to drive my truck on Sunday (10/19/14). On Monday, I took my truck to Sheridan Ford. They informed me I needed front brakes and rotors. I explained I was just in on 10/10/14 and according to paperwork, I did not need brakes. I could not understand how I needed brakes AND rotors if they really performed their multi-point inspection properly. They indicated I would be responsible for brakes and rotors despite the fact that 9 days prior they told me I did not need brakes and they obviously made an error. Therefore I decided to take my business elsewhere so I took my truck to [redacted] and paid $397.84 for new brakes and rotors. Per my receipt, my brakes were metal to metal.Desired Settlement: I want to be reimbursed for the parts and labor cost for the rotors. If on 10/10/14 I was informed that I needed brakes, I would have had brakes installed at that time. Due to the fact that Sheridan Ford indicated my brakes were okay, I continued to drive my vehicle. As a result, I needed new rotors. I do not feel I should have to pay for their error. Per my receipt from D & J's, I paid $67.90 for the brakes, $229.94 for the rotors and $100.00 for the labor.

Business

Response:

we did offer the customer a discount on the repair. this was his second set of brakes on this truck. the rotor would have o be replaced anyway.