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Consumer Complaints

BBB Accredited Business since 11/01/2011

Freedom Ford and Honda

Phone: (606) 200-3190Fax: (606) 478-9484

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)
02/19/2015Problems with Product / Service | Read Complaint Details
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Complaint
I made a oil change appointment 1:30 2/2/15.. Did not leave until 3:45
I made oil change appointment 1:30pm 2/2/15. Did not get to leave until 3:15pm. At 2:45 I asked how much longer the man said he just back from lunch at 2:20.. Ok at 1:25 pm they said there was just 1 car ahead of me.. Now how does that happen.. When I got my car back they pull 3 cars out and tried to give me the wrong car back.. I told them I wasn't trying to be rude but that was unacceptable. That was my 1st service and will be my last with freedom ford.

Desired Settlement
They need to have better service and realize people work for a living like they do and hv family to take care of.. I understand things happen be I was told it wouldn't take long and that's why I made appointment

Business Response
Contact Name and Title: ****** ********, Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: *******************@gmail.com
This is the owner of Freedom Ford and Honda in Ivel, KY and I wanted to personally respond to this complaint because our customer was exactly right, the situation surrounding her visit was absolutely unacceptable. As we all know certain unforeseen circumstances can leave any business facing unwanted and unexpected situations and this particular day was exceptionally difficult because multiple members of our service staff were out with illness and family emergencies. These circumstances were in no way the fault of the customer and the combination of events and missing staff members ultimately resulted in a negative experience for our customer which is most disappointing. After receiving our alert from the Better Business Bureau I personally made multiple attempts to reach the customer to express my sincerest apologies and refund her money rendered for the services provided in an effort to remedy the negative experience she suffered that day. After reaching the customer I explained that although we were short staffed she was absolutely correct and that her satisfaction should have been more closely considered by the members of my staff who were involved with the incident. While I was most adamant about refunding her money the customer humbly refused to allow me to issue the credit card refund and was very pleasant to speak with. She stated she felt as if the events of that day were so unacceptable that management and the Better Business Bureau should be made aware of the details and we are fortunate that customers like her take the time to let us know how we can serve our customer better. We greatly appreciate her feedback and all necessary steps have been taken internally to prevent similar incidents from occurring in the future. Again we are very sorry for this occurrence and are very appreciative we received the feedback from the customer. All we can hope now is that she gives us another opportunity to regain her trust and business in the future.

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Auto Dealers - New & Used

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As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.