Dealer changed my 22 order without permission

[Topdog!]

I ordered an Eco XLT FX4 Lux with a full size spare back on January 10th from Stivers Ford in Iowa. With the order I put a 500 dollar deposit down. I knew at that point I would be waiting at least 9 months to a year before my order was built. In March when I checked Back with the dealer they suggested I should drop the lux package. I told them no I was willing to wait and wanted the truck built the way I ordered it. I checked back again in July with the dealer and asked for a status update. Nothing changed it was in the system but not scheduled. Toward the beginning of August I started checking with Ford chat Weekly. They told me at that time it was at a 2 but not slotted for production. I checked with them weekly through the month and received the same answer every time. This week I checked in again with Ford and was given a VIN and a build date of 10/10. I entered my VIN and order number on the order tracker and everything was there except the lux package. I pinged my dealer and he told me he dropped the lux package to get the order built. Needless to say I am pissed that they changed my order without my permission. That was intentional to get a truck on their lot. They know if I don’t take the truck they will sell it above Msrp to someone else. I now have a call with the dealership general manager early next week. My questions for the board what are the options and what should the dealership do at a minimum for me? Is it even worthwhile to file a complaint with ford directly?

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[MLowe05]

Your option is to buy it, reorder the one you want when order banks open. There's no changing it now.

Do not walk away from this one if they're selling it to you for MSRP. That would be giving them a huge windfall. If you don't want it, take it and sell it yourself.

 

[Bobinmi]

Take it...drive it while you order a 2023 with lux...then when it comes in (from a DIFFERENT dealer), sell the first for a 5-10k profit and move on!

 

[paneubert]

Take it...drive it while you order a 2023 with lux...then when it comes in (from a DIFFERENT dealer), sell the first for a 5-10k profit and move on!

To add to this, push for them to sell it to you at invoice since they screwed with the order. Or ask that they eat the cost of whatever dealer doc/processing fees they usually charge a customer. Won't get it if you don't ask for it. That way when it comes time to trade it in for a 2023, there is even more of a profit.

 

[Milton Jeff]

Your option is to buy it, reorder the one you want when order banks open. There's no changing it now.

Do not walk away from this one if they're selling it to you for MSRP. That would be giving them a huge windfall. If you don't want it, take it and sell it yourself.

Take it...drive it while you order a 2023 with lux...then when it comes in (from a DIFFERENT dealer), sell the first for a 5-10k profit and move on!

To add to this, push for them to sell it to you at invoice since they screwed with the order. Or ask that they eat the cost of whatever dealer doc/processing fees they usually charge a customer. Won't get it if you don't ask for it. That way when it comes time to trade it in for a 2023, there is even more of a profit.

All of the above, plus... After you take delivery hammer them for that reason on every review website you can find.

 

[paneubert]

All of the above, plus... After you take delivery hammer them for that reason on every review website you can find.

And then kick them in the shin!

 

[Eagle11]

Your option is to buy it, reorder the one you want when order banks open. There's no changing it now.

Do not walk away from this one if they're selling it to you for MSRP. That would be giving them a huge windfall. If you don't want it, take it and sell it yourself.

I agree with 90% of this; I would want the GM to explain why the LUX package was deleted after I didn't want it. I would also want to be able to order a 23 the way I wanted it and have NO additional markup placed on it.

I hope the OP has all communications from the dealer stating he did not want the LUX package deleted.

 

[Eagle11]

I ordered an Eco XLT FX4 Lux with a full size spare back on January 10th from Stivers Ford in Iowa. With the order I put a 500 dollar deposit down. I knew at that point I would be waiting at least 9 months to a year before my order was built. In March when I checked Back with the dealer they suggested I should drop the lux package. I told them no I was willing to wait and wanted the truck built the way I ordered it. I checked back again in July with the dealer and asked for a status update. Nothing changed it was in the system but not scheduled. Toward the beginning of August I started checking with Ford chat Weekly. They told me at that time it was at a 2 but not slotted for production. I checked with them weekly through the month and received the same answer every time. This week I checked in again with Ford and was given a VIN and a build date of 10/10. I entered my VIN and order number on the order tracker and everything was there except the lux package. I pinged my dealer and he told me he dropped the lux package to get the order built. Needless to say I am pissed that they changed my order without my permission. That was intentional to get a truck on their lot. They know if I don’t take the truck they will sell it above Msrp to someone else. I now have a call with the dealership general manager early next week. My questions for the board what are the options and what should the dealership do at a minimum for me? Is it even worthwhile to file a complaint with ford directly?

I hope you have all communications from the dealer stating he did not want the LUX package deleted. If not listen learned, NEVER verbally talk to dealers; always get it in writing!!!!

1. Hope you have all written communications (my statement above)
2. Meeting with the GM (only the GM)
3. Bring all communications (written paperwork)
4. Ask/demand to order a 23 the way YOU want it, with no added mark-up or add on's
5. sell the 22 at a huge profile to bankroll your 23.

Wen talking to the GM leave out emotions....

 

[DonaldD]

Your option is to buy it, reorder the one you want when order banks open. There's no changing it now.

Do not walk away from this one if they're selling it to you for MSRP. That would be giving them a huge windfall. If you don't want it, take it and sell it yourself.

Don’t let them off the hook. Take the truck, sell it, and order another one from someone else.

 

[jtpc2021]

Who knows if it is worth filing a complaint with Ford, but I would try. I doubt Ford would advocate dealers changing customer orders without permission, especially since they are wanting to transition to order-only system in the future. This practice isn’t part of their vision.

 

[paneubert]

In the current market, the chance of them doing that is nearly nonexistent. They'd be much happier to mark it down that the ordering customer refused to buy it so they sold it to someone else (with a huge ADM). They have no incentive to give, unless you find human beings with some humanity left in them working in dealer management.

You know what really makes chance of them doing that nearly nonexistent? Not even asking.

 

[paneubert]

And if you push too hard with the wrong dealer, they'll refuse to sell it to you because they'd rather sell it to someone else. All you can do is ask politely if there's anything they're willing to offer you because they messed with your order, then accept whatever that may be.

Your point?

My point is I constantly have to remind people that they won't have a chance at getting what they want if they don't even advocate for what they want to begin with. Folks give up or resign themselves to an unfavorable outcome before they even have the conversation. I am not just talking about this transaction with the Maverick. I am talking bigger picture in life. I say "You wont get it if you don't even ask for it" about 20-30 times per week in my workplace. I deal with a lot of people who wring their hands over a situation, yet they don't even ask for what they think they deserve as the outcome.

I am not saying @Topdog! should demand anything or be a major pain in the meeting. But a certain amount of "pushing" for what they think is a fair outcome is a perfectly fine thing to do. The situation is not going to devolve into anything more contentious than it already is. The meeting with the GM isn't going to be pleasant either way.....so might as well try to make lemonade out of lemons. That's my point

 

[dalola]

Doubtful a dealer pulling this BS is going to do the OP any favors. It's more likely he'll see a big ADM if he still wants it (unless he has a signed order for agreed price?) Prolly one percent chance the dealer confesses to the mistake, feels bad about it, and makes it right.

If you can get it for MSRP or close, yeah, probably worth doing just for resale if you don't want to keep it. You could always drive it until your '23 comes in, assuming you go down the same path (but with a reputable dealer..).

Sucks for sure, you're really at the mercy of a (probably) scum bad dealer. If this proves to be the case, yeah, make all the stink you can. Probably won't help, but you'll feel better.

Sorry man.

 

[MLowe05]

If I were him, I would pretend to be thankful for whatever they did to get it built, then I would buy it at MSRP and laugh my way to the bank.

It sucks to have to wait again, but if you're offered the chance to buy a Maverick - any Maverick - at MSRP or below, you'd be absolutely insane to pass that up.

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