Huntersville Ford

I tried from the very beginning to help and was going to take care of everything. Over a fifteen minute period, I asked three times for you to please quit raising your voice at me. It still continued with all the threats being made and therefore I hung up after 15 minutes and 48 seconds of you yelling and threating me when I was trying to help you. And yes, the cam phasers were replaced. I am not sure where you are getting your information. It is documented even in Fords site. Per Ford - 01-JUN-20 Verified concern and replaced all 4 VCT units and updated PCM. After this is replaced. Ford gave you 12 months or 12,000 mile warranty, whichever occurred first or up to the time/miles of the manufacturers warranty. Ford was still going to pay 75% to fix the issue again but you were not satisfied with having to pay the 25% is why it made it to my desk. The vehicle has been driven over 30,000 miles since those were replaced under warranty. I only refused to help resolve the issue after you kept yelling even though I asked you three times to please stop raising your voice at me, and you said you filed a BBB complaint, and you said you would hire an attorney. I told you from the first of the call that I was going to help you and make sure this were handled. You were very upset and I kept trying to calm you down so that I could help you. I never once said that I was understaffed. During this whole issue with the world, we have actually been blessed with our family of employees that love working here. I never once said anything about an attorney until you said that you would hire one. I then said if that is the case, we would need to stop this conversation and I would have ours contact yours. I did tell you to go to the dealership that you purchased it from after you talked to me that way for so long. Before I even called you back after the voicemail that you left for me, you had already said on the message that you had filed a complaint and happy to hire an attorney. All I was trying to do was help you out. I even called you back promptly. I was doing all that I could to help but I was only going to take so much of being treated that way when I was trying to help and therefore I told you to go back to the dealership that you purchased it from which is right down the road. I do apologize that your vehicle is messing up on you. Ford agreed to pay 75% to fix it again for you even though it has been driven over 30,000 miles since and I told you twice that I was going to do all that I could to get you more. Brittany, I assure you that I was going to do all that I could as I do for most of my customers. I know that you were very upset and I apologize for hanging up on you, but if you were in my shoes after listening to all the threats and yelling for that long, you probably would have done the same. I hope you have a blessed day and I really do hope the other dealership can get everything fixed for you.

Your warranty department for Ford told me the cam phaser was not at all replaced. You’ve made no attempts to call me back and were yelling at me about this chip shortage, your staffing shortage, and your personal stress. I’ve tried multiple times having a civil conversation. You lied to the warranty department and said I had an attorney when I explicitly said I did not. If you call one month of overlooked messages to return my call prompt I am sure many customers would be disappointed. You guys messed up my car, refused to fix it, and have refused to help since July 2nd when I brought it in for the third time over the past year. You also charged me for oil changes when Ford is telling me my service contract if still in effect. Still waiting to hear from you on my reimbursement for those. I offered to remove all reviews and close my attorney general/ BBB complaint once you’ve helped to settle this matter which you refuse to do. Your response to reviews but not your actual customer are interesting if you feel you’ve given a positive customer service experience.

No it was not my warranty department. You are calling Ford cooperate and their warranty department. And I am not sure who you are speaking with about this, but yes, they were replaced. Ford even has a record of it in OASIS. Call again and have them look it up. There was nothing on your side that was civil about that conversation and you kept yelling at the guy who was trying to help you like I was a child. It was the first voicemail I have ever received from you and as I said, I called you back promptly. I have never had one message from you before then. You have visited several times since last July and even before and I have never even seen or heard from you. I know you are upset and are posting social media everywhere and filing complaints everywhere. I will handle them as they come in. Your vehicle was fixed over 30,000 miles ago and yet you still say we messed your car up. As I said previously, I will not be treated like the way you treated me, talked to like that, or have my employees treated that way. I asked you three times to stop raising your voice at me. On the third time, I even said I would not let my own mom talk to me like the way you are. Even after that, you did not stop even then and I told you to go back to the other dealership that you purchased it from since it is a few miles down the road. Your vehicle has been driven over 30,000 miles since we replaced the cam phasers and Ford is still willing to pay 75% of the repair again. I personally think it was a very fair deal from Ford. I suggest you take this up with the other dealership so that the repair can be done. I do hope it all works out for you as the last thing that I want or have time for is to have to deal with social media, BBB, AG, and all the other complaints that you are throwing our way but I will deal with them as they come in. I do hope you have a blessed day and I apologize that things did not work out here.

Ford corporate is telling me it wasn’t replaced. They said you replaced parts of it but not the phaser entirely like I was informed. The other dealerships won’t fix your dealerships poor workmanship as that should be your responsibility but I look forward to your response of how you’re addressing my complaints to the AG and BBB since you aren’t actually addressing them. What a great reflection on you as a business owner! Speaks volumes in why your short staffed. But “have a blessed day.”

Also love that you don’t have a response for charging me money for something I didn’t actually owe for. You illegally collected money on something I had extended warranty coverage for according to Ford corporate. Don’t see you responding to that in your review though do we. Also you hung up because I said I was offended you would presumptuously accuse me of damaging a loaner vehicle because I am upset at your lack of response. Not because I was yelling at you. The saga of lies to defend yourself and your dealership are sheer insanity. And if anyone questions that they can look at the other negative reviews that you’ve responded to literally arguing with customers- talk about professionalism!

Thank you so much for the great review. We really appreciate you taking the time to leave this review. Angel is doing a great job here and it is always good to see a review like this one on one of the family.

Thank you for the great review. I will make sure that we pass this along to Ahmed and Michael also. Welcome to the Huntersville Ford Family.

We appreciate you leaving these kind words. We hope hope you enjoy your new vehicle and we appreciate all referrals. That is one of the biggest compliments that you could give us.

Thank you Phillip. We hope the new King Ranch treats you amazing.

We love seeing these. We appreciate you taking the time to leave us an awesome review. Thank you Mike......Stacy

Jeff, Thank you for the great review and we hope that you enjoy your new Explorer. I am not for sure if I got to meet you or not. I try to always take time to meet lots of customers but also people from or close to my hometown of Sylva. I lived in Waynesville for a long time. Please let us know if there is anything that we can help with in the future......Stacy

Welcome to the Huntersville Ford Family. Thank you for taking time our of your day to leave us this review. It means a lot to us.

We sure do appreciate you and also for taking the time to leaving this excellent review for Huntersville Ford.

Wes, that is great to hear and I am so glad that Eric took such excellent care of you.