Tri State Ford

Tri State Ford responded

Thank you for taking the time to write about your experience with us! Customer loyalty means so much to us! We are happy to hear that you've found us and are never letting us go! See you next time!

Tri State Ford responded

Thank you for taking the time to write about your experience with us! We love giving tours of our beautiful town! Thank you for your service.

Tri State Ford responded

Thank you for taking the time to write about your experience with us! That new car looks too good to leave sitting at the airport! Thank you for choosing Tri-State Ford!

Tri State Ford responded

Thank you for taking the time to write about your experience with us! Glad we could find you a reliable vehicle that will last you years to come!

Tri State Ford responded

Thank you for taking the time to write about your experience with us. We are sorry to hear that you weren't given the right information the first time. This is highly uncharacteristic of Rick, as we pride ourselves on getting everything right the first time! We look forward to doing business with you again!

Tri State Ford responded

We would like to apologize for failing to fix the truck the first time. We had used an outside shop to service this trade in at one of our other locations and the shop we used did the work. It is no excuse as we should have caught the loose bolt when we addressed your other concerns. We work very hard to make insure that our vehicles are the best quality they can be. We appreciate your business and we stand behind our vehicles that are serviced at Tri-State Ford. Had this been brought to our attention, it would have been addressed immediately. Thank you for your business.

marrtoo1 responded

I sent Todd Hill an email on 8/6/14 about the ongoing issues with this vehicle. I think that I see why there is no response from any of his management when there are issues. It goes from the top down. I never had any response to my email to him just like I didn't get any responses to my phone calls to the manager. I will share the email. Todd Hill, I bought a Dodge Ram Mega Cab pickup from your ford dealership towards the end of May. When I was in the process of buying it I had mentioned that the service engine light was on to the Manager. I believe it was Rich. He said that it was no worry that they had put my truck through the service department and serviced everything that it needed. They must have just forgot to reset the light. It was ready to go on down the road. They would reset it no problem. I thought ok. That happens. I noticed also that it drove a little funny down the road too. The low tire light was on. I mentioned it to the sales man and he said most of the cars on the lot had low tires it just happens. We figured that it drove a little funny due to the low tire. They had agreed to replace the windshield due to a crack and also fix the brake controller which was only held on with one bolt. After all the paper work was done and I left in the truck I noticed that the service engine light and low tire light were both still on. I got home and aired up the tire. It drove worse. I bought the truck on Wednesday. I brought it back Thursday. It was set up to come back to the dealership on Friday for the windshield and the brake controller, and on Monday for the way it drove. I stated that I was thinking it might need a front end alignment and if so I had no problem paying for it but if it was something else we would have to talk because I was told it had been through the service dept. While I was here on Thursday they reset the service light. On Friday when I picked up my truck the windshield was replaced but the brake controller I was told that they couldn’t get the parts to fix it but I looked like a handy guy and I could do it. They even gave me the bolt and nut to do it. The salesman said if I couldn’t do it to come to his house and he would help me. I now had a feeling of what I was going to deal with. I went home and spent all of 10 minutes to bolt it back up. I hooked to a trailer on Saturday only to find out that the brake controller didn’t work. I had the windows tinted on Sunday and the check engine light came on on the way home. It soon went into limp mode. The service dept picked it up from my work on Monday. My wife called and told them of the service engine light and no power. I was called later and told my truck was back in our parking lot. My wife called and said that there was something else wrong with my truck and they wouldn’t tell her what just that they had to talk to Todd. I went to the service department and asked what was going on with my truck. They person that I talked to said he didn’t know on the steering issue it didn’t show up under my name but the check engine light and low power was from a sensor. That happens a lot he said. They cleaned it and its good now. I said they just cleaned it? I don’t want this to happen again 2 weeks down the road. He said it shouldn’t. I left and started home. The closer to home I got the madder I got. It had been in the shop 2 times, the first time the only thing that got fixed was something that was outsourced and the second time the only thing that got “fixed” was cleaning a sensor. I turned around and went back. I talked with Rob (our salesman) and told him I was starting to hate my new truck and that is pretty bad since I have only owned it for 5 days and 2 of those days it was in the shop. I told him I wanted it fixed and fixed right. If its not right then I don’t want it. He said he understood. We left it. They had it till Friday. They called and said that they replaced the sensor, brake controller and I believe put ball joints in. They said I didn’t owe anything. I thought good. They did the right thing and stood behind the vehicle that they sold. They said that the mechanic and the service manager drove it and it was all fixed. My foster daughter picked it up. When she got home I got in it and drove it. I knew instantly that the steering was still wrong. I took it to my own mechanic and he couldn’t get to it for a few days. I still dropped it off because I wasn’t going to drive it like that. He called me up and said its done. I asked what was wrong with it. The pitman nut was loose. My question to you for the steering issue is Why? Why was this critical component not checked? Why is it that a different mechanic raised it on a lift, grabbed a tire, wiggled it and instantly saw the issue? What would have happened if the nut came off? I would have crashed. Now the truck has been in the shop for 11 of the 14 days that I have owned it. I paid my mechanic the $16 dollars that it cost to fix it and drove it home. It drove fine. On July second I was taking my camper to the Lake of the Ozarks. I didn’t make it. My truck broke down again. The service soon light came on again. It went into limp mode again. I thought you have got to be kidding me. I pulled off the side of the road and sat for almost 3 hours trying to find a close campground. We found one and tried to make it to it. The power was back and I ended up making it to where I was going. I called your dealership on the Third to let them know that the same thing that had happened right after I bought it happened again. I could not get anyone to return my phone call. I searched all over to find someone to fix my truck. I spent the majority of the first day of my vacation looking for a shop that could do it. I finally found a Ford/ Dodge dealership that could do it Monday the seventh. Me and my wife tried repeatedly to get ahold of someone in the dealership, the salesman or manager. My wife finally had to go in to talk to them because no one would return our calls. She called me and said to call right now. I called and talked to Rob. He said that he couldn't do anything I needed to talk to the manager. My wife talked to him and he said he had to talk to you and he would get back with her. It has now been one month and he never called. I had to rent a vehicle to get around and pay for the extra days at the campground. The rental vehicle was a total of $84 and the extra expense for the campsite was $171.36. The dealership there did everything they could to get it done but had to order parts. I got it back on Tuesday the Eighth. I packed up and started home. I got 3 miles and the check engine light came back on. I took it back Wednesday and they fixed it then. It was a sensor again. I finally got to go home. It has ran fine since. The total bill for actually fixing what was wrong when I originally took it in ended up being a total of $666.85. I am requesting from you to reimburse me the expenses of $84, $171.36 and $666.85 for a total of $922.21. These expenses were incurred due to the service department of Tri State Ford failing to do their job correctly. It appears that they did a quick fix in hopes of it lasting a little longer than it did. I feel that I need to say a bit about their response... We would like to apologize for failing to fix the truck the first time. What about the second time? The first time was on Monday morning. It wasn't fixed because they said they had to talk to Todd. It came back in on Monday evening and was there for the rest of the week. I made it very clear that I wanted it fixed and fixed right or I didn't want it back. We had used an outside shop to service this trade in at one of our other locations and the shop we used did the work. It is no excuse as we should have caught the loose bolt when we addressed your other concerns. We work very hard to make insure that our vehicles are the best quality they can be. We appreciate your business and we stand behind our vehicles that are serviced at Tri-State Ford. So what about the vehicles that you outsource to "an outside shop"? Why don't you stand behind these vehicles? YOU outsourced the work. YOU should stand behind the work. Knowing that you are on the verge of loosing a repeat customer why would you outsource the work? Had this been brought to our attention, it would have been addressed immediately. Thank you for your business. It was. When I brought the truck back in Monday evening, I talked with Rob Church. I told him that I am not a mechanic but I crawled under the truck and had my wife turn the steering wheel back an forth. I could see that there was a lot of play in the steering box. He said he would let them know. The play in the steering box ended up being because of the loose nut. I think that it shows a lot of a business when they will respond to something that everyone can see but will not respond to their customers that are having issues with the vehicles that they are sold. I would highly advise people to never buy a vehicle from them. They don't stand behind their vehicles. I am making sure I tell everyone of the quality of vehicle that they are selling, the quality of service that you can expect from the service department and most of all the quality of customer service that they give. A note for Todd Hill. You did not Earn My Business. On average an unhappy customer tells 10 to fifteen people. I am an overachiever. I am well over 25 and still counting. It takes 12 positive service experiences to make up for 1 negative one.

Tri State Ford responded

Thank you for taking the time to write about your experience with us! We look forward to seeing you at your next routine service appointment!

Tri State Ford responded

Thank you for writing about your experience with us! We are aware that we have grown out of our sales floor. We are building a new building soon that will have a much bigger sales floor built with our customers in mind! Thank you so much for choosing Tri-State Ford!

Tri State Ford responded

Thank you for taking the time to write about your experience with us! Glad we could provide you with the exact Mustang you wanted! See you at you next routine service appointment!

Tri State Ford responded

Thank you for taking the time to write about your experience with us! It was our pleasure to find the right vehicle for you! Enjoy your Ford Escape!