Asheville Ford Lincoln
reviews and complaints

This dealership is the worst I've ever been to! I won't go back and it seems like others feel the same way. My 2014 Ford Escape Titanium Edition (1.6CL) has had coolant leaks since I bought it in February. I was told to bring it to the dealership because of a recall. I called months ago and the lady who scheduled my appointment checked my VIN number and confirmed the recall for the same issue. She even mentioned that my car had been repaired for this before. The first available appointment was months away, and they rescheduled a couple of days before, so I had to wait even longer. But that's not why I'm writing this review. The woman who scheduled my appointment said they would run diagnostics to confirm the cause of the leak. If it's the same issue, they would fix it in about three days and cover the costs. If not, I wouldn't have to pay unless they informed me first. Not only are they rude and unprofessional - Tiffany, the receptionist, and Jason, the manager - but now they're saying it's not covered by the recall. They're even charging me over a hundred dollars for the diagnostics, which they said I wouldn't have to pay for. Since they wasted my time, I'm going there in person! They better give me my car without charging for the diagnostics, like they promised, or I'll cause a scene in front of all the customers! I'll also file a complaint with corporate and anywhere else I can in the morning! This place is a complete joke.

I gave the dealer $1,000.00 to hold the vehicle, but my credit got denied. They didn't accept the trade-in value of my car, so now I want my money back. Nobody told me that I might lose that $1,000.00. I put the money on my credit card and I'm asking them to credit it back. They won't return my calls even though I've contacted them about a dozen times over the past few weeks. This all happened about 3 months ago.

I took my Mustang to Asheville Ford Lincoln's service department because the check engine light was on and there was a strange sound coming from the passenger side. They told me I needed spark plugs, coil #2, an engine clean, and that my passenger arm bar was bad. I returned two days later because the light came back on. The manager said it was fine, they just didn't clear the light correctly. The sound was still there, and now they're telling me it was just missing clips on my brakes. Three days later, I went back again because the light came back on once more! This time, they said it could possibly be my head gasket going out, and it would cost $1500 or more to fix. In my paperwork, it says to drive it and see if the head gasket is going out... REALLY! They cleared my light again, and after two weeks of recovering from surgery and driving my car again, the light came back on. I decided to take it to another mechanic, and they found out that Asheville Ford didn't do what they said. Now my car is in great condition and working fantastic! They did the same work!

Dishonest & Unprofessional Misdiagnosis, damage to my vehicle, misrepresentation of critical services needed, failure to follow through on refund. I brought my vehicle to Asheville Ford on 1/10 due to loss of power. The service representative informed me that the technician determined my muffler was clogged, and without my consent, had drilled large holes in my muffler to relieve the pressure. I was instructed to take my vehicle to a muffler shop to have the muffler replaced as soon as possible, as my vehicle was now extremely loud. I was charged $150 for this "diagnosis and service". The service representative also informed me that I needed another $700 worth of critical services "as a result of having a clogged muffler". These services included a transmission fluid flush for $200, replacement of spark plugs for $300-$400, and a computer update for $150. The service rep told me "our technician pulled your spark plugs, and they are all burned up from this muffler issue, they need to be replaced". However, I have photo evidence which clearly proves that the spark plugs were never removed and checked. I left the dealership, and went to a muffler shop. The muffler shop cut out the muffler that was drilled into by Asheville Ford and replaced it with a new muffler, only to find that the muffler was not the issue, and my original muffler was perfectly functional prior to being drilled. Having my muffler replaced cost me $250. I received a survey from Asheville Ford on 1/24. Before filling out the survey I called the dealership to speak with them about my experience, as prompted in the survey, which states "if you are not completely satisfied with your service, please contact us". I spoke with the service manager, Grant F After a long conversation, and providing receipts from the muffler shop, he agreed to send me a check for $385 if I agreed not to fill out the survey. I agreed that refunding me for my costs due to this misdiagnosis would be a satisfactory resolution. He said, "I'll get this check sent out to you as soon as I can" and I provided my mailing address. On 2/3 I called to follow up on this payment from Asheville Ford, as Grant had not provided me details for when the check would arrive. At this time he told me that the check was approved by his GM and Finance Manager, and was in a stack of mail waiting to be mailed out. He told me that the check would be mailed out by the end of the week, and he would follow up with an email when it was sent out. I never received his email, and the check was never sent out. I called back several times over the following weeks to find out the status of my refund, only to be strung along with contradictory excuses for the entire month of February. Each time I spoke with Grant, he had a new excuse as to why the check was not mailed out yet. Toward the end of February I called and asked to speak with the GM to file a complaint about the way Grant was handling my refund. The GM refused to return my calls and messages, and simply passed *** off to Grant each time I attempted to communicate. On 2/27 I spoke with Grant and he informed me that he and the GM were holding my check until the survey times out so that I wouldn't have an opportunity to submit it. The survey takes 45 days to time out. He said "we're not going to send you a check until the survey times out". So I asked him to send me an email stating that the check would definitely be mailed out on 3/10 after the survey times out, so that I could have a statement from him in writing. He agreed verbally, but never sent me the email. When I called back to follow up, he said he wasn't going to give me a statement in writing. This caused me to lose all trust and good-faith in Asheville Ford, and I realized it was likely I would never receive my refund.

See, below, the correspondence of one year ago. I am sure you are not "intentional" in your inactions. I know now it is incompetence and/or a simple lack of caring (once a sale takes place, forget about the customer-attitude). The history I have with your "service" department illustrates a complete failure for anyone in that department to understand what SERVICE is. The owner of this dealership is either stupid, shortsighted, or as incompetent as his/her service department. From the one week after I purchased my Lincoln Suv, I have had nothing but surprising incompetence in your failure to service and also respond to customer concerns. Let me start with my purchase, which included (to be invoiced when installed) a protective rubber pad that goes over the top of the rear bumper, used to avoid scrapes when one takes an item in and out of the back storage area. My salesperson said "(he) *** take care of assuring Service orders the item (he checked when I purchased the car and found out none were in stock) and he or Service would call back as soon as the product arrives and then arrange for installation. The product was never ordered or if it was ordered, you asked for delivery somewhere in Alaska as it never arrived at your dealership. So, I went on and on and on and on, trying to effectuate this order and installation. These repeated efforts (my numerous phone calls to Service and then my salesperson) to no avail. Oh, I finally spoke with someone in "service" (my repeated calling, not a return call) and they said the product is in and *** be installed. I had my car picked up and when it was returned, the bumper protector was not installed. In its place I rec'd (which I also ordered when I purchasing the car) the storage compartment, form plastic mats. I gave up on the bumper protector. Now that area of my bumper has accumulated scratches, as the bumper guard would have protected. You should repair those scratches, repaint if you must, finally install that which I ordered and return the car, all without charge to me. When I complained about this situation, your dealership rep wrote the below email of one year ago. I (stupidly) called the number the email listed. I reached a voice mail. I left a message. Can you guess what happened next? CRICKETS! I also purchased a paint protection plan. It took at least three attempts (calls from me of which most were unanswered voice mails) for a pick up and when the car finally gets to your "service" dept., I get a call because they didn't have whomever was to do this, available. What ***. Later on, the car needs its one year detailing and I think ? an oil change. You don't have a person to pick up (which was a condition of my purchase) for at least 3 months. 3 MONTHS! Do you get it? Does the Dealership General Manager get this? Does the owner of your dealership get this? NOT. Now we come to present time. The car had a recall and a ##? point check service. It took three attempts to arrange and finally (maybe ONE WEEK AGO) you picked up the car and gave us a loaner. We called the next day, the day after and the day after and NOT ONE RESPONSE> We even called on the last attempt, letting your "disservice" department know that we would be in the area and if you call back and tell us the car is finished and someone can meet us outside your shop, we *** exchange the cars. Can you guess what did NOT happen? Crickets! So, now that it has been a week without any response to our calls and left voice mails, I have decided that you have abandoned the loaner car. I plan to sell your loaner car, to raise funds to purchase another car (from any dealership but yours) as you have obviously taken and probably totaled my car while in your possession, failing to contact me to inform me of this. Unless I get a call from your owner, and ONLY THE OWNER, I have nothing else to say. As I use to say in my working life as a trial attorney, SEE YOU IN COUR.