Complain about a product or service

Phil Long Ford

Lakewood

scott of Boulder, CO September 22, 2009

To make this long story short: Is it ok for a dealership to publicly advertise a price, and since I was a good target – they turn around and jack me for $5000? “This being done in a very deceitful way”

My story: For the first time in many years, I am able to obtain for myself, a nice car, this after using the internet to find the financing. I picked Phil Long because they seemed honest. I now feel they saw me coming for sure with my pre-approved loan and inexperience, then taking advantage of that. So everything is in motion I have a “good to go” with the financing, and show up to drive out of there with a jeep. After tracking down salesman Brian, we proceed to the lot where I could look at the inventory. He takes me over to look at a 2007 Wrangler X, oh baby I am stoked!!

He gets me the key for a test drive, and as soon as we are in the vehicle, he looks around and says “Oh what happened to the sticker price information?” it was no where to be found. I did not think much about it, as I am going to buy this jeep. On the way back from the test drive I through out there “so what are you folks asking for it”, and pretty much the question was washed over as he said, “I’m not sure, my boss will deal with that”. After signing a pile of papers, he is back and fourth & taking real good care of me. Finally the options are presented – no down, this much down, that much down - and the different payments…. (I was never told the price of the vehicle or given a chance to haggle it, plus never talked to “his boss”).

I was feeling that hey, these folks are not what you think of when making a deal for a new car. It was made real ease for me to drive home today. I picked my option, I was then left to wait for the financing, the only thing between me and my new jeep was signing the paperwork and I was out of there. I signed papers for basically $29,000 with an extended warranty; the jeep was like $25,000. These are estimates as I have not received the paperwork in the mail almost a month later, that they said they would send me. I now realize that for this kind of money I could have just bought a brand new Jeep!!!

I may not be good at making a deal for a new car, but I am very skilled with computers and the internet. So I am now at home, very happy with my new position in life, driving a nice vehicle. I figure I should research, and kind of see how I did on the price I paid. It was looking like yeah, so –I could have done much better, but thinking hey I finally have a nice ride… I then come across the very jeep (same VIN) online publicly advertised and listed for $19,991 (hearing the sound of tires screeching to a halt in my head!!) My first thoughts - HEY THAT’S NOT RIGHT. MORAL, OR FAIR!!! So now I feel kind of hosed for $5000 plus higher taxes etc. Please let me know if it is ok for them to do business this way, it does not seem right to me – I have copy’s of the advertised price with the vin # on it.

Dennis of Pueblo, CO August 5, 2009

I own a 2008 Ford Super Duty. I was getting around 17 mpg unloaded, and around 9-10 mpg loaded, with a 30 foot fifth wheel and a 22 foot boat behind it. I took the vehicle in for a oil change and the dealer preformed an upgrade to the computer without informing me or asking me. I own this vehicle outright and now my mileage has dropped to around 8 mpg unloaded.

The vehicle now goes into exhaust filter regeneration cycle every 39 to 89 miles. Fords own bulletin on this regeneration cycle says that it should do this every 100 to 600 miles. But i have documented this for the last 2,000 miles or so. Ford refuses to do anything about this problem. Even the dealership service advisor in my home town says that Ford doesnt know what to do about this problem. I believe that if Ford had not tampered with my vehicle that I would not be having the problems I am having.

Corie of Colorado Springs, CO August 15, 2007

I sent my car in to have the sport shifter fixed and the ABS light was on, they said the light was nothing because it showed no codes. I went back after about five minutes of looking at my car and noticing grease everywhere. They said the tech was in a hurry, but they would clean it, so i left and when i drove it for about two days the light came back on so i went to the dealer right away. they said that the code was nothing they needed to research it, so i brought the car back after a week they said it would be done later that day, they also said it would be detailed, this was a monday. At about 5:30 I called they said it is still torn apart and that it would be done at about 10:30 the next day. Fine i said just one more day of walking it's good for you. At 1:00 i called they said it was still not fixed they can't find the problem, but they would call me soon.

The next day i went there, the car was outside and looked to be untouched. I called again, they said it would be done soon. I told the to put it back together i was on my way. They said it would be done at 5, i called them back and the car wasn't finished. I was mad at this point.the dealer ship refused to fix my car inder warranty. The dealer said they found the problem and it would be 6 weeks for the part and asked me to leave it there. WOW. They said i threatened them when i said" if i crash because my car is unsafe and you refuse to fix it i wll sue your building" they than said i would crash into their building. They got grease inside my car, plus gravel and they drank coffee insie it,then they ruined my dash guages and radio. They turned it all around so they wont have to fix it. I called hyundai and they told me i threatened their dealer and they wont do any thing about it. The girl never asked me if I said it or not, she turned out to be rude as well.

Shelly of Calhan, CO January 20, 2007

we purchased a used 2000 ford expedition from phil long at the end of may 06. within 52 days it was in the shop for round 1 and transmission #1. 19 days later it was towed to our mechanic with the power train control module out, idler arm, stabilizer, and a coolant flush- waranty would cover computer. 27 days later in for transmission #2 due to the fault of the warranty company.( waranty company sold to us by phil long) yet again- 37 days later- out for ALL plugs and coils bad and the dearlership says it is our fault. we did something to allow a significant amount of water into the engine and all went bad. Needless to say the warranty comp. would not pay for this either. Yet a month later the check engine comes on and the 7th cylinder is misfiring again. Phil long said they would repair "this time" but no more after that. The same problem occured as the previous visit and there is a leak in the cowl somewhere. The dealerships suggestion to us is to TARP THE CAR ???!!!!

Are they kidding me- we live in Colorado. SO basically we have to cover or tarp the car 5-6 months out of the year and not drive because if any precipitaion gets in then we have to replace who knows how many plugs, coils again. All this not to mention that the head gasket has been leaking since we bought it (found that out at first visit to service) but not ENOUGH to be replaced under the warranty. We are now approaching 100k miles that the warranty will be no good anyway. Not that it or the dealership has done anything to help us. I need some advise and help as I am at my breaking point with this vehicle. This is a summary of problems. My family and I dont have the money to continue this battle with a major dealership who has no concern for their customers.

Anita of Centennial, CO July 23, 2005

I got my oil changed, transmission flushed, front brakes replaced and new tires on Saturday, May 21, 2005. I waited for 4 hours for all of this to be done. When I got my car back, different rims had been put on it than I had before and no one has an answer. I don't like the rims they put on my 1999 Taurus and no one told me they did this or seems to know what happened.

George of Denver, CO May 17, 2004

I purchased a new 2003 Ford Explorer Sport Track in April 2003. The first thing I noticed was that I had air leaks around the doors on both the driver and passenger front doors and a vibration in the steering wheel. Going over a small pot hole at 20 to 30 miles per-hour the car would almost jump into the lane to the right. I have complained about this since I purchased the vehicle. A month ago the dealer replaced the seals on both front doors. After picking up my car I took it to a car wash and to my surprise the driver’s side door leaked water so bad the in side of the window, dash and the steering wheel was wet. I called the service department and talked to the Service Manager (Doug) and he told me that know one has ever complained about this before on a Sport Track.

Doug said come on down and we’ll take a drive in another Sport Track and see if it’s the same. I couldn’t make it to the dealer for a month or so, but I did go down and took the Service manager for a ride in my Sport Track and yes, he did hear the wind coming through the doors. We took another Sport Track out for a drive and it also had a bit of wind through the doors, but nothing like mine, it also did not have the road vibration mine does. I am now scheduled for an appointment with a Ford Rep on Wed. May 19th 2004. My Sport Track has 13,527 miles as of this writing.

Matt of Colorado Springs, CO March 29, 2003

The paint on the new 97 Ford f-150 has many cracks in it. It started on the hood and top of cab and is now on the side walls. I was lied to at first saying it was not the original hood and they might help me pay for repainting it, but when I went to Marin automotive 1-303-791-3389 Shean the owner told me he was surprised ford told me this because this has been a problem with the 1997 models. He showed me where the paint was beginning to crack on the sides as well. Ford said they would not help even though they know they caused this. Has this been a problem with other models. I would like to pursue this because ford was so rude about this situation.

Nicole of Colorado Springs, CO March 25, 2003

I had several problems with my 2001 Ford Focus. I took my vehicle in(Feb. 2003), paid for a rental car and the work on my vehicle. When I picked up my vehicle I found out there were 2 active recalls that had not been checked. Just 2 weeks ago a my wiper motor went out, so that's what the dealer's service dept. diagnosed. I paid for the diagnostic but decided not to have the work done right then. Today, I found out there is a recall for this problem related to the wiper motor. The recall/consumer notification was issued 8/20/2001 and I have yet to be notified about it.

Lyle of Morrison, CO October 11, 2002

Shortly after purchasing a used 1998 Ford Windstar, I noticed paint peeling on the top of the vehicle. Since it was still under warranty (32,000 miles) I took it to Phil Long Ford. They repainted the top. Several months later I noticed additional areas near the top where paint was peeling. I called Phil Long Ford and was told that since the car was no longer under warranty (over 36,000 miles) they would not paint any additional areas unless I paid for it.

Over the past year, the paint problem has gotten worse. During that year I again contact Phil Long Ford and was told the same thing. I contend that the paint problem is a factory defect due to bad primer, and it was brought to their attention during the warranty period. They partially fixed the problem, but the subsequent peeling is a continuation of the original problem and should be repaired under warranty. The value of my auto has declined significantly and I cannot sell it for what it is worth until the problem is corrected.

Bryon of Colorado Springs, CO August 20, 2001

Approximately 6 weeks ago had our 1996 Ford Explorer in shop for problems with engine light coming on (that had happened numerous times since purchasing the vehicle early spring of 1999), stalling and problems starting, and for over all check up and tune up...to the tune of almost $600 and no reason given for the check engine light. Two weeks later, still having problems with stalling, then not cranking. Took it back to dealership, who charged us another $45 to tell us it was a cell in the batter and wanted to charge another $90 for a battery - we opted to go to Wal-mart and purchase a battery for half that price and felt like since we'd just had the truck in there c/o the exact same problems and they missed the battery cell, they should not have charged that $45. Anyhow, on Friday, August 17, 2001 at approximately 5 pm was driving at 35 mph behind a cement truck going down Woodmen Road (busy road).

After being behind truck for almost a mile, decided to pass him up in the other lane, proceeded with changing lanes, having not yet pushed down on the accellerator pedal to accellerate, when all of a sudden the truck shot forward as if the accellerator was being pushed to the floor, the RPM's jumped to 5,000, we went from 35mph to almost 80mph before we could catch our breath. Pushing the brakes all the way to the floor only slowed us to between 40-50mph, luckily traffic light was green....saw dirt patch on side of road..we had already tried pulling down in first, second, neutral, tried to cut off the vehicle..nothing, it just kept going like it had a mind of it's own. I pushed the emergency break down while still having the regular brakes to the floor, this slowed it to between 10-20mph, threw truck in park while cutting off engine at same time. Truck engine died, skidded for approximately 4-6 ft (almost to edge of 30ft gulley). contacted the dealership, who were totally unhelpful and seemed totally unconcerned that their product, which we'd had in there for problems related to this so recently, had just almost gotten us killed.

Had truck towed to dealership. Was there the next morning...we were told essentially it was our problem, not Ford's, despite us having an extended warranty still in effect, that we'd have to pay anywhere between $100-300 just to have the truck looked at, and if it was something not under covered under the gold warranty (which they told us covered bumper to bumper except spark plugs when selling us the "gold" warranty), then not only would all costs come out of our pocket, but our warranty wouldn't pay for rental, and before it would pay anything on a rental a check had to be done on the vehicle to determine if it was a problem covered under the warranty. Found tons of c/o turned into NHTSA in regards to problems like this and similar to this regarding the 1996 Ford Explorer's.

The dealership denied even knowing who the NHTSA were....get real. We will be contacting them first thing tomorrow to inform them of our incident. In the interim, we can't drive the vehicle, certainly do not feel safe in doing so nor in placing our children in the vehicle....and the only other vehicle we have is a sports car and not nearly enough room in it for our children. We brought the truck to the house due to the concern that they would fix whatever was wrong, then charge us to put in on the machine and nothing would show up......due to all the scrutiny Ford has come under and some of the less than ethical ways of dealing with their problems, certainly did not feel safe in leaving the truck with them.

Steven of Casper, AL April 17, 2001

I purchased a 2001 ford excursion approx. Mar. 14. A week later the electrical system went out on it. They gave me another ford excursion. A week later this one had a major oil leak and a problem with the allignment. I took it in and had to drive a small loaner for 4 days. Then on April 6 one of the speakers went out. On April 9 I took it in they checked the speakers and sterio and took the sterio out and ordered a new one. I had not recieved a call by April 12 so my wife called and they immediately called and told me to come in the next for the replacement sterio.

To my surprise that did not fixed the problem. The speaker is still out even though they had checked it on 4-9 and didn't find it to be the problem. They say it may be the whole wiring harness. I also had a electrical problem with the drivers side door. Which was fixed. I have really had enough. I work out of my vehicle for a living. I have been so inconvienced. I paid 45,000 for this lemon and I want to get out of my contract and purchase another brand. Something that will not be in the shop all the time.

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