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University Ford, Inc.

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Reviews University Ford, Inc.

University Ford, Inc. Reviews (5)

The original request was to see if my warranty could be extended a few days due to the fact I had brought my car in for a similar issue in the past at another Ford dealership, and it had not been resolved. On the phone, they assured me they would try to have the warranty extended and told me to bring it in the following Monday. Over the weekend, I ran over a bolt in the road, and needed to have the tire patched. Because I purchased my tires from Ford as well, I planned to get it patched on Monday. When I dropped off my car, I explained the problem: My transmission was slipping often when getting on the highway and/or turning at stop lights. I also mentioned my tire. I explained that I did not want anything done if it was not under warranty. I didn't want to pay anything yet. They assured me they would call before anything was done. The next day, they called me with the status of my vehicle. They explained that they had confirmed the problem, and that it was mechatronics and would be $1,300 to fix. I immediately said "No, don't do that." They said okay. I asked about my tire. They explained that it was an easy patch. I asked how much that was, and they said $18. I then asked if I could come to pick up my car today, and they said anytime before 6 PM. I asked how much I would need to pay when I picked it up and they said "The tire patch was $18." When I arrived that afternoon, thinking I would be paying around $20, they told me that my total was $134.79. I was very upset and confused. They explained that there was a diagnostic fee of $104.54 that was not covered on my warranty, and I asked why I had not been informed. All they said in response was "The men have to be payed somehow for running the tests". I tried to explain that I asked them not to do anything that would not be under warranty and that they had told me $18 on the phone. In my state of despair, they just gave me the Ford Customer Service number to call about extending my warranty, which was not what I was upset about.Desired SettlementThey did this testing knowing that my warranty would not cover it and without my knowledge. I would have been okay with this if I had been informed of this $104.54 "diagnostic fee" on the phone, but I was not. Therefore, I would like to request that the diagnostic fee be refunded. On top of this all, I took it to another shop recommended to me, and they changed my transmission fluid. Since then, I have not experienced the jerking they "diagnosed" to be caused by mechatronics, a $1,300 repair.Business Response /[redacted]/As the consumer states she was aware of her warranty being expired at the time of scheduling the appointment. The dealership does not have the ability to extend Ford Motor Company warranty parameters. The Service Advisor that scheduled the appointment by phone feels certain that the diagnostic fee was discussed at that time and it was explained that if there was not any warranty coverage that the diagnostic charge would need to be paid.The consumer scheduled her appointment and brought the vehicle in for evaluation. She also contacted her dealer in Arkansas and had them forward a copy of her invoice where she had the vehicle evaluated there. The receipt states her complaint of "vehicle is shuttering when shifting" dealer noted that they could not find any issue at this time. There are at times extension of coverage that the Manufacturer will sometimes provide for a specified vehicle, component and time frame. This vehicle did not carry any of these types of extension in coverage.The Service Advisor did contact the customer about the necessary repair for the tire that had been damaged by a road hazard and quoted the additional $18.00 to dismount, patch and balance the tire. Customer spoke of some type of coverage she had for that but elected to pay for the repair and she was going to file for reimbursement. Concern was diagnosed for the reported transmission concern and customer was contacted with the estimate and recommended repair of the mechatronics. Customer declined repairs and requested to pick up the vehicle. Customer arrived on 10/27/15 to retrieve the vehicle and stated she was unaware of the diagnostic fee. The Service Manager assisted explaining why the service diagnostics is charged and yes the customer was advised that our technicians do earn their pay by diagnosing and repairing vehicles, thus the reason we charge. Customer was also advised that if she elected to repair the vehicle at a later time that this amount would be deducted from the estimate amount given. Service Manager did also elect to give the customer FMC's Customer Service line so that they could be contacted about ay assistance that the consumer was looking for with this particular repair.Customer states that the transmission fluid has been changed and that she is no longer having and issue. It is the opinion of the Dealer that changing the fluid would not be a viable correction thus the reason dealer did not offer servicing the transmission. Dealer is open to any additional response from the Complaint.Consumer Response /[redacted]/I appreciate the response. I, personally, do not remember discussing the diagnostic fee. If it was discussed, there was absolutely not mentioning of the possibility that this fee would be over $100. Also, I know for a fact that the fee was avoiding on the phone call regarding me to pick up my vehicle. However, I appreciate your response, and I would just like to say that in the future, try to make sure customers understand what they will be paying before they come in. It would have made for a much better experience.

I received an email in late February inviting me to come in for a test drive of a KIA Soul and get a $25 Visa card. I sat with Mr.[redacted] and he ran my credit and told me he was unable to help me. Before leaving his desk I asked for the visa card,he then called his manager over. Ht said he mails them out on Fridays. I've called 4 times and yet to receive it.I think this is false advertising and they shouldn't be allowed to do this. I want my Visa card as promised. Thank you for your assistance.Desired SettlementI would like the $25.00 Visa card as promised.Business Response /[redacted]/Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@universityford.comDear Customer, We are sorry you have not received your $25.00 Visa card in the mail. We can only assume that the Visa card is lost in the mail. If you will stop by University Ford & Kia at 600 Julian Carr St. Durham, NC 27701 during the hours 8:30-5:30 any day Monday through Friday we will put in your hand a check for $25.00. This way we will not be relying on the postal service for delivery.Sincerely,[redacted]ControllerUniversity Ford, Inc.

I was sold a car that did not pass the 172 point inspection that all Ford's Certified Pre-Owned vehicles should have passed.I purchased a 2015 Ford Explorer on June 28, 2016. When we purchased the vehicle we noticed that the third row seating was broken but our sale representative told us we could get that repaired at any Ford dealership with our CPO warranty. Once we got the vehicle home we noticed that there was a tiny crack on the windshield, a piece of the roof rack is missing, and one of the keys did not work. I reviewed Ford's 172 point inspection sheet all these are all things that should have been inspected and repaired upon inspection. I tried to take my vehicle to a Ford dealership near my home and I was denied service because they told me these issues should have been repaired before the vehicle was sold to me.Desired SettlementI would like Ford to replace the windshield, fix the broken third row seat and roof rack, and replace the key that doesn't work with the vehicle since all of these things should have been repaired according to the 172 point inspection.Business Response This issue has been resolved with the customer. The concerns have been addressed.

On July 13,2014 my Ford truck broke down while my wife was out of town attending a family reunion. I contacted my vehicle warranty co. and explained to them that my truck had broken down in NC I was told to have the vehicle tow to the nearest Ford Dealership. The vehicle was tow on Sunday 07/14/14 to University Ford located in North Roxboro Road, Durham NC 27712. On Monday I contacted the service department on Monday and spoke to the service advisor Mr. [redacted] he explained to me that he will have to break down the vehicle transmission to see what going on with the transmission and he will know by the closed of business and call me. I explained to Mr. [redacted] that my wife need a rental vehicle because I am cover under my Warranty when my truck break down. He said that he will have a vehicle for her when she come up to the dealership. He never called. I call back that evening he had gone home. I contacted him on Tuesday morning he said that he had some good and bad news bad news was the transmission needed to be replaced and the good news it was cover under my warranty. They had to order the transmission and my vehicle will be ready on Friday 07/18/14. I explained to him that the vehicle that he given my wife which was a Ford Focus was to small that she had others family members traveling with her to the family reunion that need room to travel back to Washington DC a five hour ride and that will not work with a small car he said that to speak to [redacted] who handle Rentals. I explained to Mr. [redacted] that my wife had family with her and that they needed to get back home because our vehicle will not be ready until Friday and family and friends who road with them had to return to there jobs. He said that he will charge the $30.00 a day rental agreement with our Warranty agreement for the Mini Van. Our Warranty Rental Agreement contract only cover us up to five days our vehicle was not ready as promise that we can come pick up on Friday. I contact Mr. [redacted] Friday our vehicle was not finhDesired SettlementSince Mr. [redacted] didn't have our vehicle ready as promise that we can pick up our vehicle on Friday. Why will the dealership rental department Mgt. Mr. [redacted] charges us fees out of the original agreement under the Warranty Contract. University Ford Dealership Service department was the reason why we held on to the rental over 5 days. I do not mind paying for rental after 5 days only the contract rental fee $30.00 a day know more than $30 a day this was a emergency situation.Business Response /[redacted]/Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@universityford.comThe [redacted]'s vehicle was towed to our dealership on 7/14/14 without an appointment for an emergency breakdown while traveling. Although we had a very full schedule Mr. [redacted] advised the [redacted]'s that we would evaluate the vehicle as quickly as possible. Arrangements were made and Mrs. [redacted] was issued a rental vehicle with the understanding that if the repair was not covered by her extended warranty there would be charges incurred for the rental. The rental vehicle was of the rate class that her extended warranty would pay. If the repairs were covered by her extended warranty the maximum coverage was $30.00 a day with a maximum of 5 days usage ($150.00). Mr. [redacted] called the rental department on 7/15/14 requesting a larger vehicle for his wife because she needed a 6 passenger [redacted] to accommodate her family. He was advised that if a larger vehicle could be obtained there would be additional rate charge of $40.00 a day. This is in addition to the $30.00 making the total daily rate $70.00. We were able to obtain a van later that afternoon and Mrs. [redacted] picked up the van understanding that there would be additional fees above her coverage due. The repair need was identified and authorization was given by extended warranty for the repair and 5 days rental coverage. Parts then had to be obtain to complete the repairs. It was our desire to try and repair the vehicle in the short window of time, but with waiting on parts and the corrosion factor from road salt causing bolt breakage were all factors which slowed the repair process. Mr. [redacted] never committed to a completion time of Friday 7/22/14 but did say he was HOPEFUL that it would be completed on Friday 7/18/14, and that we would work hard to finish on that date. Unfortunately the repair was unable to be completed before Monday and a thorough test drive was needed on the vehicle before we put this family back on the road to Washington D.C.The [redacted] rental difference should have been $324.80, but was reduced to $250.00 by our Rental Department as a goodwill gesture. After Mr. and Mrs. [redacted] both spoke with [redacted] our Rental Manager he again lowered the rate to $200.00 for the rental vehicle empathizing with their circumstances. This was a $124.80 discount. Although, we understand the breakdown was not an anticipated event. We feel that priority was given by University Ford North to work the [redacted]'s repair into a very heavy workload and to return their vehicle back to them as quickly as possible.

Bought a used Toyota corolla from ford with the extended warranty to protect me after the manufactures warranty was up. Cant Warrenty info!When I bought the car I noticed that the dealership put the warranty on my paper work (did not discuss ahead of time, they took it upon themselves to add it), so I questioned it when I saw this addition on my paperwork, The manager explained that this was XXXXX miles or 60 months after the manufacturers 3 years or XXXXX miles, there for my car should be covered through 111,000.I have been calling for months talked to several people. Ever time I call I get different answers. I was told being that it is a Toyota I should take it to a Toyota dealership, I have appointment set and need assistance getting the info I have requested numerous times. I now have 2000 miles left before my warranty runs out and I cant get the repairs done that would be covered!Or they can refund me the cost of the warranty I have never used. miles One person I spoke with said I was only covered through XXXXX miles, which can not be true being that I bought a used car with mileage that was still under manufactures warranty. I have left 3 messages with Stephan White over the last 2 weeks. Time is running out for me! I can not find a phone # or a place to get this info myself or I would. I feel like University Ford is purposely making this more difficult for me and who knows how many others then need be! Where is the customer service! All I am asking for is what I paid for! I hate that I feel so backed in to a corner that I have to contact a 3rd party to help make this right!Desired SettlementCorrect warranty information for service!Business Response /[redacted]/Dear Madam:Thank you for the opportunity to respond in writing to the above mentioned file. As with any customer complaint or suggestion, we certainly use every possible opportunity to improve our customer service.In the case of Ms. [redacted], she purchased a pre-owned 2010 Toyota Corolla with 8,433 miles. Ms. [redacted] also purchased an extended service plan that expires on January 1, 2017 or when the vehicle reaches 75,000 miles. The extended service plan is backed by Ford Motor Company and is eligible for use at any service center in the nation, not just Ford dealers. If Ms. [redacted] would like to schedule a service appointment with University Ford or discuss the coverage terms of the extended service contract she can reach me directly at XXX-XXX-XXXX. Sincerely,[redacted]General ManagerUniversity FordConsumer Response /[redacted]/When I called to set up the service on my car they told me to take it to a Toyota dealership being that it was my transmission with problems. Mind you I have called and spoke with numerous people at University ford! When I bought the car I specifically asked about the extended again because it was added to my sale with out prior notice and when I saw it on the paper work I specifically asked how it worked, I was told that it kicked in after the manufacturers warranty, which was 3 years or 36,000 miles there for the warranty period should be 111,000 miles. I would not have spent about $2,500 plus interest on a warranty that covered me for XXXXX miles. I am not satisfied with this response or lack of customer service!

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Description: Car Dealerships, Auto Repair - Maintenance, Auto Repair - Tune-Up, Auto Repair Services, Car Diagnosis Shops, Used Car Dealerships

Address: 600 Julian Carr St, Durham, North Carolina, United States, 27701-3613

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