Greg Kimball | Page 73

Terrible experience. My team and I have been buying trucks and exclusively servicing them at Maxwell Ford for 5 years. Never again. If you have heard the rumors that mana My team and I have been buying trucks and exclusively servicing them at Maxwell Ford for 5 years. Never again. If you have heard the rumors that management could care less about customer service then believe it. I was insulated and treated as though my business could easily be replaced. A colleague went in the next day to purchase a vehicle and felt the same. They must be selling so many trucks that repeat buying doesn’t matter. So we both purchase another brand truck and won’t be back. More

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RUN, DO NOT COME HERE. Technician Negligence during oil change/Multipoint inspection could have resulted in serious INJURY or DEATH. We brought in my 2012 Ford escape fo Technician Negligence during oil change/Multipoint inspection could have resulted in serious INJURY or DEATH. We brought in my 2012 Ford escape for an oil change and multipoint inspection(mpi) on 1-10-23. The car was returned to us with paperwork, saying everything was in working condition, minus a small oil leak that wasn’t an emergency to fix, so we could wait until we got our tax return next month to do so. I do not drive this car a lot, it is our secondary vehicle. We left with what we were told was a car in good health considering it has 95,000 miles. Less than 1 mile away from leaving the dealership, the car started shaking & pulling to the left when the brakes were touched. ( i NOW know this is a symptom of a failing passenger side caliper. Note: the rotors & brake pads are new, they were replaced during an oil change/mpi 3 years ago by an advisor at Firestone at 77,800 miles. The rotors last week had only gained 16,000 miles of wear, of a life span of up to 70,000 miles with good care. So, we pulled the car over after leaving Maxwell & checked it out. Car looked fine. It started driving perfect. We were able to drive 30 min home & had no issues. We thought it was a fluke. The next time we drove the car, it pulled to the left when we hit the brakes. We called Ford & made an appt to bring it back on the 19th: the earliest appt. AT NO TIME on that phone call, did any service employee tell us it would cause FURTHER damage by continuing to drive the vehicle before the appointment. I now know, based on the symptoms we told them the car was having, that any mechanic with half a brain could tell the issue was a failing caliper on the passenger side which can totally ruin your whole braking system. The car was driven less than 50 miles from the time of the oil change at Maxwell before experiencing a loss of power train 6 days later on 1-16-23. I couldn’t get above 20 mph, b/c it felt like the brakes were engaged & the car would shake & pull to the left anytime I hit the brake. I IMMEDIATELY pulled over in the parking lot & towed the car back to Maxwell. RAY LUNA-GARCIA was our tech. He was AWFUL. I found out later he was the SAME PERSON who did our oil change and mpi on the 10th. I left voicemails 2x looking for an update between the 16th & the 20th. No response. I called back on the 21st to see if Ray had found the issue yet. He said he doesn’t know the exact issue, he doesn’t have a quote for me, & he doesn’t know when he can get the parts in. But what he does know is BOTH rotors, brake pads, calipers, and ONE brake line were destroyed beyond repair. He said there was brake fluid pouring out of my car. I WAS TOLD everything was in good working condition LITERALLY the WEEK before. Maxwell refused to acknowledge they were negligent in the mpi. The paperwork they gave me states the calipers were in good working condition, even though opinions from 3 different Ford Mechanics state it makes no sense for a vehicle to have a catastrophic brake failure after a positive mpi. Maxwell Ford was negligent. They either didn’t look at the calipers, and checked them off anyway during the mpi, or they put incorrect brake fluid in my vehicle, which didn’t mix with the brake fluid currently in it, causing a pin to lock in the caliper, & essentially causing a domino effect, leading to a full catastrophic brake failure. I’m lucky my car broke down in a parking lot instead of a highway b/c if I had lost brakes on the highway I could’ve been seriously injured or even killed & I regularly have my 16 month old baby in the car with me. Maxwell Ford’s negligence could have killed us. Maxwell refused to pay or discount repairs on the $2000 in damage they caused. My Father in law works for Corporate at Crossroads Ford in NC, & oversees 19 Ford dealerships & he is filing complaints with Ford & the BBB on our behalf. He said he has never seen as negligent a dealership as Maxwell, nor one with more terrible reviews. More

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