Friendship Ford of Lenoir

Will not stand behind the customer after sales bought fill extended warranty everything I made appointment theyvd I don't have anything for me to drive but want to charge me to find the problem what good is warranty if I have to pay

On 3/05/24 my husband and I went to this dealership to purchase a vehicle. We met James, our salesman, and we really liked him. He worked with us and got us into the vehicle we wanted. Great experience all around! Until….fast forward to 6/17/24 when I was driving home and smoke started filling up my brand new vehicle from the air vents. A flame briefly came up from under the hood and I heard a very loud explosion type noise and my windshield has a dent in it. The dealership was closed at this point so I got the vehicle home and called the dealership the next day. I spoke with Hayden and explain what happened. We agree the best way to get it to them was to have it towed so I did that. When my car left on the tow truck the odometer was at 3970 with 334 miles to empty. Hayden also said we would not be able to get a loaner but that this would not be a same day fix. He reasoning was that we would have to wait for the vehicle to be diagnosed, wait for parts to come in if needed and then wait for repairs to being. Mind you we’ve had the vehicle for barely 3 months at this point. At 3:30 that same day Hayden called back and said that they test drove it twice for 15 minutes each. He said there was no evidence that anything happened. He said it was “perfectly safe” to drive and that he would have a driver bring it back. While my vehicle was there I kept track on my FordPass app. It showed me that the vehicle was on all day and that it never left that location. When he called the app said 331 miles to empty. I’m assuming that is from letting it just run. I wanted to confirm and not just rely on the app so when my car got back I looked at the odometer. It read 3989 with 325 miles to empty. We live 7.5 to 10 miles away from the dealership depending on which route is taken. 19 miles difference and 8-10 of those was driving it back to my house. There is no way it was test driven for 30 minutes total and only used 9-11 miles. Not to mention again that the vehicle never left the dealership until it was on its way back here. Once confirming I called and asked to speak to the service department manager. This is JC. I explained the situation and asked why our car wasn’t actually driven. He said we just let it run - which is completely different then what Hayden told me. JC got very defensive at this point and started being extremely unprofessional. The call was ended and I filed a complaint with Ford Corporate Customer Service. I received a call from my case handler today and he said he has reached out to them multiple times and has not received a call back. I’m pretty sure I spoke with every person in the dealership that day and not one of them cared that this vehicle is unsafe and that I have 3 children. When something else happens or God forbid something worse I want all of this documented since we were told it’s perfectly safe to drive. We’ll see. I would be very wary of this dealership as there are recalls on the same vehicle I have but different models for something causing a fire under the hood and they didn’t even bother to check that out. Instead they treated me like crap and insinuated that I am a liar. I love my vehicle so what would I gain from making this up? Nothing! Please do your due diligence before buying a vehicle from any dealership.

Bought a brand new Lincoln Nav @ 40k miles the transmission went out in it- the service dept was rude, left grease at different places in my car- the interior is cream colored- it took over 3 weeks to get my car back, no one communicated with us for updates on my car, the service writers were not nice at all or helpful! Got my car bk with one of the rims messed up! The Service Mng, JC was RUDE, stated it wasn't his problem! WOW I hope they don't wonder why they do not have any inventory there! DO NOT REC THIS DEALERSHIP!