Dealer used my reservation and ordered a Bronco without my permission, on hold with Ford customer care now! ?

[Broncie]

Called Ford again just to check on the status of swapping my new timestamp (from 2/17/21). The person on the phone had never heard of the situation happening before. I was put on hold 3 times after waiting 40 minutes in line for the Bronco Specialist phone queue so that the rep could contact other people who may know what was going on. She finally said it will take 3 to 5 days to get resolved, which I assume is now just their standard response. Really hope I can order by next Friday! lol

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[ZackDanger]

Called Ford again just to check on the status of swapping my new timestamp (from 2/17/21). The person on the phone had never heard of the situation happening before. I was put on hold 3 times after waiting 40 minutes in line for the Bronco Specialist phone queue so that the rep could contact other people who may know what was going on. She finally said it will take 3 to 5 days to get resolved, which I assume is now just their standard response. Really hope I can order by next Friday! lol

I’m shocked they claimed they had never heard of it.

Which number did you call?

(maybe you got the really new person... so like, everything falls into the category of things they’ve never heard of)

 

[Broncie]

I’m shocked they claimed they had never heard of it.

Which number did you call?

(maybe you got the really new person... so like, everything falls into the category of things they’ve never heard of)

I called the " (800) 334-4375 " number that now leads directly to the Bronco specialist line by pressing "2". And that does make sense, didn't think of that! They might've hired/trained new people to take on the higher demand of phone calls since the order date is coming close to an end.

 

[ZackDanger]

I called the " (800) 334-4375 " number that now leads directly to the Bronco specialist line by pressing "2". And that does make sense, didn't think of that! They might've hired/trained new people to take on the higher demand of phone calls since the order date is coming close to an end.

Caller: “Hi, Im interested in some information on the 2021 F-150.”

Brand new employee taking their first call ever: “F-150?! Never heard of it!”

 

[Broncie]

Caller: “Hi, Im interested in some information on the 2021 F-150.”

Brand new employee taking their first call ever: “F-150?! Never heard of it!”

lmao, I honestly would believe that would happen at this point!

 

[cardinalsfan]

Ok - I need some help. It looks like my reservation was converted to an order without the dealer ever talking to me. Looking at my emails, I see 2 emails from them - one general one the day I placed my reservation and picked them as my dealer and then an email in October with some canned response of how the pricing he sent me isn't valid anymore (there was no pricing on the Bronco at that time, I responded and told him such and he never wrote back).

Well now I'm moving to Denver and need to change dealers. I log into my Ford account and see my reservation says In Store Order. That's odd. I call up Ford and ask them to help me change dealers. They tell me they can't do anything and to try to cancel my reservation online and they'll match up a new one with my original timestamp (day 1 reservation holder). I don't have the option to cancel online - they tell me to call the dealer.

So I call the dealer last night - after calling and texting and emailing enough times to finally get someone to answer, they decide to play the idiot game. "We have no idea what happened!" "Why don't you just keep your order with us and we can ship it to you?" "I need to talk to my new car sales manager because I know nothing about Bronco orders or how to help!" (I told him bluntly why would I keep my order with a dealer who is lying and stole my order from me? And that I would think about it if they'd match Granger's deal and he balked at why anyone would sell for under MSRP and said something about resale value. On a brand new Bronco. WTF.)

Now they're not responding to me at all. No calls, texts, or emails get responded to or answered. I'm afraid they're going to sit on the order until March 19th and I can't do anything about it.

Anyone have any advice?

TLDR: Dealer converted my reservation to an order without my consent. I have no confirmation, build sheet, nothing. Ford swears up and down only the dealer can help. Dealer is refusing to talk to me. I'm moving and need to switch dealers. What do I do?

 

[VelocityBronco]

@cardinalsfan

1. Call Ford Customer Service, 800-334-4375. Ask them for the Bronco team, about transferring an order or reservation. Tell them your reservation was moved to an order without consent/knowledge and you had no agreement with them.
2. They will have you make a new reservation at your new dealer of choice, and pay the $100 deposit to them.
3. Tell them the new reservation number, and old reservation number. They will copy the timestamp from the original to the new reservation. It took 2-3 days for the timestamp to move on mine.
4. I had to email my old dealer to cancel my "stolen" reservation/order, but Ford may be doing this for you? Should ask.
5. Talk with new dealer and place your order.
6. Sit back, enjoy a drink, and stalk B6G for hours every day while you wait for delivery.

 

[cardinalsfan]

@cardinalsfan

1. Call Ford Customer Service, 800-334-4375. Ask them for the Bronco team, about transferring an order or reservation. Tell them your reservation was moved to an order without consent/knowledge and you had no agreement with them.
2. They will have you make a new reservation at your new dealer of choice, and pay the $100 deposit to them.
3. Tell them the new reservation number, and old reservation number. They will copy the timestamp from the original to the new reservation. It took 2-3 days for the timestamp to move on mine.
4. I had to email my old dealer to cancel my "stolen" reservation/order, but Ford may be doing this for you? Should ask.
5. Talk with new dealer and place your order.
6. Sit back, enjoy a drink, and stalk B6G for hours every day while you wait for delivery.

I did step 1 yesterday and Ford told me they couldn't do anything. They told me I HAD to work with the dealer because I didn't have the cancel option available on my Ford.com account. The rest of what they told me matches steps 2-5 from your list. They basically said I need to do step 4 first and on my own - and the dealer is refusing to help me. I'm about to show up there after work today and sit until they do what I want.

 

[VelocityBronco]

I did step 1 yesterday and Ford told me they couldn't do anything. They told me I HAD to work with the dealer because I didn't have the cancel option available on my Ford.com account. The rest of what they told me matches steps 2-5 from your list. They basically said I need to do step 4 first and on my own - and the dealer is refusing to help me. I'm about to show up there after work today and sit until they do what I want.

Strange, I cancelled with my old dealer ONLY after I knew the new reservation/order was submitted and done. My old dealer was useless and wouldn't/couldn't change my "order" back to reservation, but they were quick about cancelling it once I asked.
I would call Ford again and maybe get someone else? Keep calling until they take care of it. Make sure they know you are calling about Bronco, as they will direct you to a different team.

 

[Inrustwetrust_]

@cardinalsfan

1. Call Ford Customer Service, 800-334-4375. Ask them for the Bronco team, about transferring an order or reservation. Tell them your reservation was moved to an order without consent/knowledge and you had no agreement with them.
2. They will have you make a new reservation at your new dealer of choice, and pay the $100 deposit to them.
3. Tell them the new reservation number, and old reservation number. They will copy the timestamp from the original to the new reservation. It took 2-3 days for the timestamp to move on mine.
4. I had to email my old dealer to cancel my "stolen" reservation/order, but Ford may be doing this for you? Should ask.
5. Talk with new dealer and place your order.
6. Sit back, enjoy a drink, and stalk B6G for hours every day while you wait for delivery.

Beat me to it as I was typing... We might want to have the process pinned maybe?

 

[cardinalsfan]

Strange, I cancelled with my old dealer ONLY after I knew the new reservation/order was submitted and done. My old dealer was useless and wouldn't/couldn't change my "order" back to reservation, but they were quick about cancelling it once I asked.
I would call Ford again and maybe get someone else? Keep calling until they take care of it. Make sure they know you are calling about Bronco, as they will direct you to a different team.

I plan to call Ford again today to confirm everything and ask about options since the dealer is refusing to do anything. When you call that number, one of the prompts is for the Bronco reservations so I'm pretty sure I went to the right group.

Thanks for the help, I'll keep everyone updated.

 

[BruckinFonco]

I had a local dealer convert my reservation to an order without my permission on Feb 10. I just noticed late last week (Mar 4). I never even spoke with this dealer about my Bronco, and still haven't. [I suspect they were hoping they'd take delivery of it without letting me know and then just sell it off the lot with a big markup.]

This past Monday, I called Ford to let them know what happened. I told them I never spoke with the dealer who converted my reservation, and that I wanted to transfer my reservation to Granger. I was told they would take care of it, and that I would receive a call back in 2-3 days.

I received a call from Ford this morning, less than 48 hours later. The woman had me make a new reservation (with a local dealer, there was no way to choose Granger, it was limited by radius).

***EDIT: You can actually find the dealer you want to reserve with — click on the zip code that appears by default, enter the zip code of the dealer you want to reserve with, then the dealer should show up in the list.***

I did this while she remained on the line with me. As soon as it was complete, I gave her my new reservation #. She said she would be transferring the timestamp over from the original reservation and would make sure the new reservation ended up with Granger.

I think there are a few pieces of useful info here:
1. You do not need to interact with the dealer at all to have this resolved,
2A. Work directly with Ford, they are in control of reservations and timestamps, and
2B. Your original reservation doesn't matter, it's the timestamp that matters, and Ford can transfer this timestamp from an old reservation to a new one.

This whole Bronco fiasco has really opened my eyes to just how differently dealers of the same brand can operate their business. All of my interactions to date with both Stevens and Granger have been nothing short of pleasant, efficient, and professional.

 

[ZackDanger]

I had a local dealer convert my reservation to an order without my permission on Feb 10. I just noticed late last week (Mar 4). I never even spoke with this dealer about my Bronco, and still haven't. [I suspect they were hoping they'd take delivery of it without letting me know and then just sell it off the lot with a big markup.]

This past Monday, I called Ford to let them know what happened. I told them I never spoke with the dealer who converted my reservation, and that I wanted to transfer my reservation to Granger. I was told they would take care of it, and that I would receive a call back in 2-3 days.

I received a call from Ford this morning, less than 48 hours later. The woman had me make a new reservation (with a local dealer, there was no way to choose Granger, it was limited by radius). I did this while she remained on the line with me. As soon as it was complete, I gave her my new reservation #. She said she would be transferring the timestamp over from the original reservation that had been converted to an order without my permission.

I think there are a few pieces of useful info here:
1. You do not need to interact with the dealer at all to have this resolved,
2A. Work directly with Ford, they are in control of reservations and timestamps, and
2B. Your original reservation doesn't matter, it's the timestamp that matters, and Ford can transfer this timestamp from an old reservation to a new one.

This whole Bronco fiasco has really opened my eyes to just how differently dealers of the same brand can operate their business. All of my interactions to date with both Stevens and Granger have been nothing short of pleasant, efficient, and professional.

Glad this all worked out for you!

Interesting that you weren't able to make it directly with Granger. I'm I MA and in my Ford.com account I was able to select Granger and make the reservation with them directly.

 

[cardinalsfan]

I had a local dealer convert my reservation to an order without my permission on Feb 10. I just noticed late last week (Mar 4). I never even spoke with this dealer about my Bronco, and still haven't. [I suspect they were hoping they'd take delivery of it without letting me know and then just sell it off the lot with a big markup.]

This past Monday, I called Ford to let them know what happened. I told them I never spoke with the dealer who converted my reservation, and that I wanted to transfer my reservation to Granger. I was told they would take care of it, and that I would receive a call back in 2-3 days.

I received a call from Ford this morning, less than 48 hours later. The woman had me make a new reservation (with a local dealer, there was no way to choose Granger, it was limited by radius). I did this while she remained on the line with me. As soon as it was complete, I gave her my new reservation #. She said she would be transferring the timestamp over from the original reservation that had been converted to an order without my permission.

I think there are a few pieces of useful info here:
1. You do not need to interact with the dealer at all to have this resolved,
2A. Work directly with Ford, they are in control of reservations and timestamps, and
2B. Your original reservation doesn't matter, it's the timestamp that matters, and Ford can transfer this timestamp from an old reservation to a new one.

This whole Bronco fiasco has really opened my eyes to just how differently dealers of the same brand can operate their business. All of my interactions to date with both Stevens and Granger have been nothing short of pleasant, efficient, and professional.

Thank you - I'm going to call Ford again today and be more aggressive about things.

 

[BruckinFonco]

Glad this all worked out for you!

Interesting that you weren't able to make it directly with Granger. I'm I MA and in my Ford.com account I was able to select Granger and make the reservation with them directly.

EDIT: I was wrong. It is possible, I’ve edited my original post.

It may be possible. I just didn't see a search function when I was reserving. Perhaps they changed it? She did mention on the phone that I might not be able to choose Granger as I was reserving, but not to worry about that. All she seemed to be concerned about was obtaining the new reservation number.

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