Consumer complaint received 2020-07-24
Company: FORD MOTOR CREDIT CO.
State: ME
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem while selling or giving up the vehicle

Complaint:
Deal made was to have the vehicle given to me with floor mats and cargo mats ( XXXX ). When I went to pick up the vehicle on XX/XX/XXXX the mats were not there, I was rushed to sign the finance paperwork and then allowed to view the vehicle. After signing, XXXX ( my sales guy ) admitted after I went to look at the vehicle with him that he had forgotten to order the mats ( I asked where they were and that was when I was informed ). I drove off with the vehicle and it had appeared to be working fine except for the navigation system which kept taking me to the wrong place. I took a second test drive that evening to XXXX, ME and then used the Nav system to take me home. It took me down this dead end back road in the woods of XXXX and told me to continue driving when there was nowhere else to go. I jotted this information down, as the salesman had promised to call me the following Monday. His call never came. 

As the days passed, 3 to be exact, more issues started to occur : 1.  Back up camera is not working correctly, grainy images or black 2.  Recall drivetrain module alert from XXXX app, car will sometimes brake on its own when it shouldn't 3. Lane assist sometimes detects lanes that are not actually there and will brake/vibrate when it should not 4. Front camera does not always consistently detect correct distance between car in front if a car is close it may think it is actually far away, when care is actually far away it will detect that it is extremely close ( not consistent ) 5. Navigation system appears to be extremely out-dated and takes weird routes, takes a long time to get somewhere that is actually close by on my first day with the vehicle driving home it took me down a long dead end road in the middle of the woods but kept telling me to continue 6. Computer system screen will freeze often and take a bit to work correctly 7. XXXX does not always consistently work, even though it is setup correctly and I am using a USB cable ( have two in the vehicle just in case, both usually work fine on any other device ) 8. Automatic windshield wipers, when heavy rain they do not always detect, when there is little rain it will decide to start wiping the windshield at high speed ( not consistent and does not match with actual rainfall ) 9. Subwoofer in back of car ( trunk ) - when at volume of 9 will make loud banging sound and does not sound like it is working correctly 10. Interior passenger side ceiling not properly inserted and rubber gasket on the door appears to have been glued wrong do not appear to be finished correctly I jotted this down and was still waiting for that promised call from the salesman to review, call never came. I texted him XX/XX/XXXX to finally ask where the mats were and let him know what had happened. XXXX was then passed to XXXX to coordinate a day to drop off the car, but I was informed that the first available slot to check the car was XX/XX/XXXX. This call took place the week of XX/XX/XXXX. I let her know that I had just bought the vehicle and to see if there was anything that could be done to expedite as it was a new purchase and I needed to make sure I had a safe vehicle to commute to work in XXXX, ME. I live in XXXX and it takes me about 40 minutes each way to get to work. I called and spoke with the dealership XX/XX/XXXX with someone in Service ( not XXXX ) to  make sure everything was ready, I was promised the loaner vehicle etc would be all set for my arrival for a smooth drop off. I showed up at XXXX as discussed - there was no car ready, when I gave my keys to the person in Service and asked about my loaner vehicle he did not know what I was talking about. XXXX had informed me that XXXX was supposed to have all of this ready but he was nowhere to be found at the dealership that afternoon. The finance manager ( I believe ) finally got everything together - I was given a XXXX XXXX with 1/4 tank of gas ( when I had specifically informed them of my commute from XXXX to XXXX ( about 40 mins ) as well as work commute. As I was driving down the road home a piece of black plastic from behind the rearview mirror had fallen into my face and nearly caused an accident. 

I was told to return Friday XX/XX/XXXX to pick up my car and drop off the loaner. I showed up at approximately XXXX to find out that nothing had been repaired. I looked at the vehicle with XXXX and she verified that they told her they repaired the ceiling on passenger side but it was not done correctly. I also showed her a photo of the back up camera not working correctly, as I thought it was weird they could not replicate the issue. Lo and behold, they were able to replicate the issue while I was there, it made me question what was really done while the car sat with them almost the whole business week. The only item she said was 100 % repaired were the dangling wires underneath the passenger seat. I was not shown the service record as she apologized and said the car would need to stay. I showed her the XXXX I was given and told her what occurred. I had also left the tank more full than I had received it, at approx half tank. The plastic piece that had fallen was also on the floor, I explained what had occurred and she saw and apologized. She was unable to provide me with an ETA on when the 2nd attempt would be made to repair the issues on my vehicle, but got me a XXXX  XXXX  with a full tank of gas. She apologized again after giving me the keys that the car had not been cleaned but the tank was full. It was almost XXXX at this point and I was late for work and needed to go. 

I sent an email to XXXX on Monday XX/XX/XXXX asking for a status update. I did not receive a reply until yesterday XX/XX/XXXX that the back up camera was backordered and would not be ready until XX/XX/XXXX as well as the piece for the passenger ceiling. I spoke with the Service Manager, XXXX, on XX/XX/XXXX to let him know everything that had happened and he had suggested I wait for them to repair and then pursue lemon law preceedings. He had said he would see on when the mats would be delivered ( I was told they were going to try and get them to XXXX XXXX so I could get them closer to work ) but no update was given until today XX/XX/XXXX. In an email from XXXX, she stated that they were up in XXXX ( not what was promised ) and that sales should have called me to let me know - no one called. I promptly emailed both her and the sales manager to let them know further inconvenience had been caused, with an ETA almost 1 month away before my vehicle was 100 % repaired. They had said I could go pick up the vehicle, but I am currently at work and was told after XXXX today with not enough notice to get up there in time. I am afraid to drive the car until all issues are fixed, and the treatment and events with this dealership as you can see are not the greatest. I feel like I have been ripped off and would appreciate to be able to return the vehicle for full refund so I can take my business elsewhere and be able to purchase a more reliable vehicle. I am now locked into a 6 year loan and need a solution, I feel like the dealership has not done everything they could and I was sold a vehicle that was not 100 % in working order, or to the standards of a new unused vehicle as I was promised. I appreciate your help in advance, and wanted to say that XXXX was the only individual at this dealership who has showed an ounce of caring ( this complaint is not meant to be lodged against her, but she is a witness and was involved in parts of the transaction ).

Company response to consumer: Closed with explanation