Dealership service denied

[CarGuy]

I purchased my month old 2023 Wildtrak about 30 miles from my home and the dealer has a sister dealership closer to my home. I made an appointment at the closer dealership to have my HVAC issues addressed (under warranty) and have to wait until end of April for a loaner - yes, a month since I made it in March. It was interesting they had no idea I owned the vehicle. Apparently the owner of the dealerships (4+) doesn't work off a shared system...so be it.

While waiting, I went to a closer Ford dealer near my home (not owned by the dealer I purchased from) to see if I can get an appt sooner address the issue - with or without a loaner. They asked me if I bought the car there (which I didn't) and told me they would not perform any service on my vehicle, other than a quick oil change. I asked why and was told they have limited resources and would only work on purchasing customer cars. Seriously!? What kind of service is this? I should be able to bring my vehicle to any Ford dealership, especially for warranty work. I cannot believe Ford (corporate) would allow dealers to turn away Ford vehicle owners. Am I missing something? Anyone else having a similar experience?

Your thoughts @Ford Motor Company?

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[stickshifthappy]

I'd agree with you. I'd also say if they don't have enough folks to service existing customers they've made a choice to just take care of them, which while inconvenient for some folks works out for the folks who did buy from them.

 

[RagnarKon]

I don't know the details of the service agreement dealers have with Ford. It could very well be against the dealership agreement.

BUT, dealers and auto mechanic shops across the country are short-staffed right now—which is why we are seeing 30+day wait times for service. So I can respect the decision to prioritize existing customers over new customers.

 

[KABQ]

It's funny, because their ability to service vehicles is always dealerships' argument against direct sales. If they can't even do that, can we finally get rid of stealerships?

 

[Desert_Brush]

This is pretty common from what I've heard of before on here. They just don't have the resources to service all customers especially if it's a smaller dealership. My dealership straight up said, after scheduling it's first service for next Saturday, they don't have any loaners available.

 

[Murph914]

I don't know the details of the service agreement dealers have with Ford. It could very well be against the dealership agreement.

BUT, dealers and auto mechanic shops across the country are short-staffed right now—which is why we are seeing 30+day wait times for service. So I can respect the decision to prioritize existing customers over new customers.

Covid emergency is over. We are officially in “it’s you it’s not covid” ground. They’re going to need to pay more to attract talent. some of the warranty pay is ridiculous.

 

[Murph914]

This is pretty common from what I've heard of before on here. They just don't have the resources to service all customers especially if it's a smaller dealership. My dealership straight up said, after scheduling it's first service for next Saturday, they don't have any loaners available.

Loaners are strictly not a thing at the Ford dealers near me.

 

[bluesun68]

I tried to get appointment at a dealer 2.5 hours from home. They couldn't see me for 3 weeks. So I make appointment, make the drive, and was told they wouldn't look at car for 3 weeks. Wonderful.

 

[danf]

I have a 2009 f250 (with 40k miles on it) that I bought new from a local dealership and they don't want anything to do with it. "It's a 12 year old truck" they said.

 

[AZ_Liberty]

I don't know the details of the service agreement dealers have with Ford. It could very well be against the dealership agreement.

Pretty sure refusal to do Warranty work is against the Magnuson-Moss Act.

 

[PWillette]

Pretty sure refusal to do Warranty work is against the Magnuson-Moss Act.

I do believe this is correct however it may only apply to the selling dealer.

 

[toymaster]

Each dealership is independently owned and operated; they are not "FORD". A private business sets their own rules, "free" country and all that. If one does not like their rules you take your business elsewhere.

Not the answer you were looking for I know.

 

[techdisaster]

Loaners are strictly not a thing at the Ford dealers near me.

And some dealerships are not even doing shuttles anymore. My wife dropped off her car for regular maintenance and asked for a shuttle. The dealership ordered her an Uber! Said it was much more cost effective to pay for Uber drives for customers.

 

[Murph914]

And some dealerships are not even doing shuttles anymore. My wife dropped off her car for regular maintenance and asked for a shuttle. The dealership ordered her an Uber! Said it was much more cost effective to pay for Uber drives for customers.

Never even heard of a shuttle. I walk to my local, and take an uber anywhere else. Bmw had good loaners, but was much more expensive obviously.

 

[Lowcountry Bronco]

This is something that needs to be brought up to the owner of the dealer that refused you service and then whoever is in charge at Ford for warranty work. Yes I agree it's not right but also agree that if they're short staffed that they should honor existing customers first. Problem has been hit upon in the other replies, local dealers hire staff and need to retain them by properly paying them for the work they do ... same with Ford that needs to give realistic warranty allowances so the dealer can pay their current staff. It's pretty much a catch-22 but it's all a money issue, both the dealer and Ford are paying less and the customer is getting the sh!t end of the stick along with the service department.

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