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A BBB Accredited Business since
BBB has determined that Kinsel Ford Lincoln Mercury, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Kinsel Ford Lincoln Mercury, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 6 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||6|
|Total Closed Complaints||6|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Texas Department of Motor Vehicles
Type of Entity
Business ManagementCraig Kinsel, Vice Pres Joe Bob Kinsel, Jr., Pres Pat Cerniglia, Executive Assistant Ginger Fontaine James McNutt, General Sales Manager Gary Thorton, Service Director
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Parts & Supplies - New
Alternate Business NamesK A P E Enterprises Kinsel Ford, Inc. Kinsel Mitsubishi
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Additional Phone Numbers
- (409) 899-5455(Phone)
- (409) 923-5632(Phone)
- (409) 924-6243(Phone)
- (800) 384-6570(Phone)
- (800) 454-6735(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
|6/25/2014||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: Was charged 290.00 for repair estimated that was not done,or done incorrectly Brought 2000 Ford F350 in for repair estimate on 09/16/2013. Was charged 290.00 to have this estimate done. There were numerous items listed on Kinsels estimate. After taking this vehicle to another mechanic on 9/17/13. He informed me 80% of this estimate was not correct. This vehicle did not need 80% of the repairs that ****** said it did. Since this means the estimate I paid for was incorrect or not done at all, I want a full refund of the 290.00 that I was charged. Per the rude and unfriendly Service manager **** Thornton they refused any refund.
Desired Settlement: Refund of 290.00
Business Response: Initial Business Response /* (1000, 5, 2013/10/01) */ On 9/16/13, Mr. **** ******* brought his truck in to ****** Service Department and spoke with Service Advisor *** *******. Mr. ******* requested that we check several items on his vehicle. First item was check for a ticking noise when idling and while driving and advise. Second item was to check out front end completely and advise. Third item was to check a noise at drivers side rear wheel and advise. And the fourth item was to check out the A/C for not cooling. We also performed a recall on the vehicle at this time. Customer was informed of check out fees at the time of write up. Customer agreed on check out. We then had the vehicle dispatched to a technician for visual inspection. On the first item, the technician found turbo inlet pipe leaking, the price to repair was quoted at $609.19. On the second item, the technician found wheel bearings loose and drag link missing dust boot. The technician recommended replacing left front wheel bearings and seals, replacing drag link and performing an alignment. The quote for the second item was $737.31. On the third item, the technician found pins missing out of right rear caliper allowing caliper to hit the wheel and causing the noise in the rear wheel. The technician recommended replacing right rear caliper, brake pads and rotor and guide pins for caliper. The quote for the third item was $832.84. On the fourth item, the technician found no refrigerant in the A/C system so he then charged the A/C system and found the low pressure switch not working. Technician recommended replacing low pressure switch and wiring pigtail for switch. The quote for the fourth item was $358.72. This price included refrigerant, switch and pigtail. Technician also suggested replacing all shocks; this was quoted at $326.50. The technician also recommended all tires be replaced, but no quote was given for tire replacement. All of these repairs were quoted from a visual inspection. Technician did not disassemble and inspect any component, because we did not have customer's consent to do so. The customer even came by to check on the vehicle and some items were pointed out to him while he was present. Customer declined all repairs. Customer was charged $126.00 to diagnose the ticking noise at idle and while driving, there was no charge for checking out the front end, there was a charge of $52.50 for checking out the noise in the rear wheel, and there was a $105.00 charge for checking out the A/C system. Customer contacted me on 9/20/13 at 9am stating that we were quoting items that his vehicle did not need and further stating that "we were trying to get to him". I explained to Mr. ******* that we only performed a visual inspection; if we had been authorized to perform any repairs, anything that we had quoted that he did not need would not have been replaced. On visual inspections, we only quote the items we feel would need to be replaced, without actually disassembling and giving him a hard estimate. He then stated that we quoted unnecessary repairs and that he brought his truck to a reputable mechanic who told him that he did not need all of these repairs. I explained that the estimate we gave him was based on a worse case scenario and that if we did not need to replace parts that were not needed that he would not have been charged for that had he authorized us to perform the repairs. He then stated that he wanted a refund for his checkout fees, and I explained that I did not feel ****** Ford had performed anything wrong, and I would not be issuing a refund. Mr. ******* has the prerogative to have his vehicle repaired wherever he sees fit. ****** Motors still states that these items that we have suggested that need repairs still need to be repaired, either by us or by a shop of his choice. Therefore, there will be no refund for what we have inspected. ****** Ford made no repairs to this vehicle that would warrant a refund. However, some of these repairs possibly could have been patched to last a period of time, but ****** Ford is going to have a certified technician inspect and quote genuine Motorcraft parts to put the vehicle back to factory specifications. Therefore, any quote that we give is going to be based on our professional opinion.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: Failed to properly diagnose the mechanical problem. Did the work without authorization. On May 23, 2013, at 8 p.m. I left my 2011 Ford escape with ****** Ford in Beaumont Texas to check to see why the AC was not working. I left them the warranty papers as well. On 05.24.2013 I called the service department and found out the service rep was ******. I left a message for him to call me back at 10 a.m. that morning, but I did not get any response. I called back 2 additional times, but did not get any response. Around 2 p.m. service Rep. ****** called me and said that they had fixed my ac problem. ****** then told me that I caused the problem my self by putting too much freon in my vehicle. I told ****** that I have never put freon in my vehicle. ****** stated that his repair tech said it had high pressure. ****** said that he told my warranty company that I put the freon in and that this information voided my warranty and I owed three hundred and fifty-eight dollars. I went up to ****** Ford at the Beaumont location and asked for ******. ****** came out and asked for payment. I told ****** that his diagnoses was wrong, I never put any freon in my car. The high pressure the AC system had was caused by obstruction in freon line because of mechanical failure. I told ****** that I bought my vehicle from ****** Ford and thought they would take care of their customers and knew how to fix vehicles. ****** said he had never heard of freon lines having obstruction in them causing high pressure. ****** also admitted he was not a mechanic. ****** said the Mechanic put a pressure guage on ac system and it showed high pressure. The mechanic then diagnosed it as too much freon in it. Then the mechanic drained all the freon out and then put new freon back in. I then told ****** that they should have called me first before they did service on my vehicle. I would have never allowed them to do that. This repair will only work for about a few weeks and then the high pressure will build again and the ac will stop working. ****** said that was the way they do ac repair by fixing it to make sure no additional repairs are needed. I told him that his paper said that I would have to authorize any repair and that i did not authorize anything. He ignored me and told me my car was outside and to check out the ac to feel the cool air now. I went out and he had it on high and the ac was blowing cold air. I told ****** that I wanted to talk to MGR because I was not going to pay 358 dollars. ****** got mad and slammed the door when he went to talk to MGR. ****** came back and started helping other customers. Once he cleared customers out of lobby, he called me to register and said the MGR said he would reduce the bill to 300. ****** said that was the only way to get my car. I paid the 300 dollars and started driving home to Kountze. When I got close to the house, I cut the AC on low and it stopped working. I then called ****** and left him a message that I was coming back. I then drove back to ****** and ****** was outside with another man waiting on me. They said there mechanic should have noticed that the AC was not fixed on the low settings and told me to bring it back on next Tuesday and they would look at it. ****** said that I would still have to pay to have it fixed next Tuesday because this would be considered a new repair.
Desired Settlement: A 300 dollar refund of the payment that I made for a repair without my authorization.
Business Response: Business' Initial Response /* (1000, 7, 2013/06/11) */ Our service manager, **** Thornton, advised that upon his investigation, he did confirm that the work was performed without the customer's approval and this is not the way ****** Motors operates. We contacted customer on June 6, 2013, to apologize and have issued a complete refund for any and all inconveniences this caused. Please let me know that you received this response. ***
BBB's Final Determination: Consumer accepted resolution offered by the business.
|1/17/2013||Problems with Product/Service|
|12/24/2012||Problems with Product/Service|
|9/26/2011||Problems with Product/Service|