Please READ ALL of this before you do any Business with Oxmoor Ford
CONSUMER COMPLAINT to BBB: 2-18-20
I bought A CERTIFIED vehicle form Oxmoor Ford on 10/2/19. We had a loud noise coming out of the front wheels and took it to our local dealer on 2/17/20. We have have put 12,106 miles on. Our front rotors were so deteriorated and rusted, the rotors were coming apart and getting stuck in between the rotor and the baking plates. Our local dealer was blown away that these were left on this truck and certified in this condition. There is NO way, the front rotors could have got to this condition in 4 months and 12, 000 miles.
Certified vehicles: Every car, truck, SUV or crossover must pass a 172-point inspection before it can qualify as a Ford Certified Pre-Owned (CPO) vehicle. When you purchase a CPO vehicle, you get the confidence of this comprehensive inspection plus manufacturer-backed limited warranty coverage. It comes with a •12-month/12,000-mile Comprehensive Limited Warranty Coverage* • 7-year/100,000-mile Powertrain Limited Warranty Coverage*, and we also bought at $1995.00 PLATINUM warranty that did not cover any of this.
I can not get Oxmoor service manager Billy to even return my phone calls. Taylor, the sales manager stated he can’t help me, we should have contacted them before 4 months.
I would like Oxmoor Ford to reimburse me for the $615.00 brake job I just paid for, due to the safety condition my “certified Vehicle” was sold to me in. I would also like Oxmoor Ford to have my vehicle to go through the “172-point inspection again at my local dealer to assure me this has been completed properly.
OXMOOR FORD RESPONSE 2-20-20
Oxmoor Auto Group
February 20, 2020
RE: BBB # 14164756
To Whom it may concern;
This letter acknowledges receipt of a consumer complaint dated February 18, 2020. As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to my attention.
I pulled the 172 point inspection that was performed for the Ford certification. The rear brake pads were replaced, since they were below specification, while the front brakes passed certification. At the time of certification, the vehicle had 32,574 miles. Through Carfax and Ford reporting I found that the vehicle has been serviced three times since it was purchased from Oxmoor Ford. During each service visit an inspection was performed. On 11/6/2019 at 36,964 miles the brakes were at 5mm thickness, and on 1/27/2020 at 42,322 both front and rear brakes were at 5mm thickness. At the last service, at 44,899 miles the front pads were below 3mm and the dealer recommended a front brake service.
Ms. Worley drove over 12,000 miles in 4 months and her vehicle was serviced three times since purchase. The vehicle was inspected and sold to the customer as a certified vehicle, however, wear and tear items are not covered under warranty.
While I regret that Ms. Worley is dissatisfied, nothing is due or owed to her regarding this complaint.
Should you have any questions, please do not hesitate to contact me at 502-377-2741.
Very Truly Yours,
Jay Middleton, Service Director
CONSUMER RESPONSE: 2-21-20
First off, I would like to state I was a service manager for an independent automotive repair center for 14 years and have a vast knowledge of vehicle condition and repair. If this was “regular wear and tear”, I would have no problem paying for maintenance and service, and I would not be filing this complaint.
Yes, we drove our truck, and yes, I always service my vehicle regularly. Oil changes do not require the wheels to be pulled off and the brakes to be thoroughly inspected. During an oil change service, you can easily check the thickness of the pads and rotors, but they must be pulled apart to notice an issue of this nature. Oxmoor ford has only spoke about the thickness of the brake pads and the thickness of the rotors. My issue is with the condition of the rotors and what that condition caused. 12, 000 miles WILL NOT cause the issue I am about to describe, and the 12,000 mile portion of a certified warranty should cover an issue like this, that was not repaired during a certification process. The rotors were so rusted and deteriorated on the inside they were coming apart and pieces of the rotor were getting lodged in between the backing plates and brake pads. This has nothing to do with the thickness of the pad or rotor. I have photos my local dealer gave me to show to Oxmoor, so they could see how bad these rotors were falling apart. Rotors in this condition should have been replaced in order to certify this vehicle. My local dealer advised I should definitely go back to Oxmoor with this issue, and these should not have been on a certified vehicle.
I have a copy of my 172 point inspection and the only box checked for anything replaced are wiper blades. If they replaced the rear pads they did not mark it in the repaired or replaced box on my 172 point inspection. This makes me have even less confidence in the certification of my truck. It confirms for me even more they just checked boxes on the inspection, rather that truly certifying my truck.
I would like to show the BBB and the consumers that read this, the pictures of my rotors and show the 172 inspection sheet I was given when I purchased the truck. I always pay the extra $1000.00 to purchase a certified vehicle so I don’t have to worry about an issue like this happening in the first few months and miles I have my new vehicle. I also always buy a platinum warranty for normal issues that will arise, because I know this is a vehicle and things will happen and I will need repairs. But I should not have to deal with rusted and deteriorated rotors coming apart a few months after I purchase a certified truck.
Does the * in the statement from Ford below stand for “if we failed to properly perform the 172-point inspection we will not be held responsible for any issues”.
FORD Certified vehicles: Every car, truck, SUV or crossover must pass a 172-point inspection before it can qualify as a Ford Certified Pre-Owned (CPO) vehicle. When you purchase a CPO vehicle, you get the confidence of this comprehensive inspection plus manufacturer-backed limited warranty coverage. It comes with a •12-month/12,000-mile Comprehensive Limited Warranty Coverage* • 7-year/100,000-mile Powertrain Limited Warranty Coverage*.
I would like Oxmoor Ford to reimburse me for the $615.00 brake job I just paid for, due to the safety condition my “certified Vehicle” was sold to me in. I would also like Oxmoor Ford to have my vehicle to go through the “172-point inspection again at my local dealer to assure me this has been completed properly, and boxes are not just checked off without the proper inspection.
BBB UNRESOLVED COMPLAINT 3-2-20
This message is in regard to your complaint submitted on 2/18/2020 against Oxmoor Ford Lincoln. Your complaint was assigned ID 14164756.
The BBB regrets that attempts at reaching an amicable resolution have not been successful. Since the BBB has exhausted our resources, we will be closing the case as unresolved. While this does not take care of your issue, the BBB appreciates the time you took to inform us of your experience with this company and will be include it in their file.
Should the company reach out after the closure of this complaint and, resolve the issue, please notify the BBB so that the file may properly be documented - firstname.lastname@example.org.
Your unresolved complaint will be reported in the company’s business review for other consumers to be aware of. It will remain on the business’s BBB Business Review for 36 months our standard reporting period.
Again, thank you for using the BBB’s free complaint services and we apologize that we were unable to assist in this matter.
Better Business Bureau, Inc.