Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an appointment with our local dealer for a toe link (sp?) warranty repair on my 2015 ********** Explorer. The day prior to the appointment, my car over heated and I noted the engine coolant was low with a leak on my garage floor. I called the *********** for advice. They recommended I keep my current appointment and they put it on the request along with my warranty work. I filled the coolant back up and the car had minimal leak before my appointment the next day. On 8/5 I was charged $553. The coolant leak was believed to be from a thermosensor which was replaced. I was not charged for the warranty work. I gave my permission to do a rear break pad exchange at the recommendation of the mechanic which was included in the ****** few days later, I noted coolant leak. I took it back to the dealer and was told it was the water pump. On 8/22 I was charged $2,405 for the repair, which seems very high to me but they said it was an 11 hour job due to the location of my water pump. The next day, my car overheated and some smoke started coming out from the sides of the hood. I felt a subtle stuttering as I immediately pulled my car into a ******* parking lot. When I looked inside my hood, I noticed a loose hose clamp and disconnection near the engine. My coolant reservoir was empty and my engine head was covered with coolant. I called the dealer and they sent out a mechanic to my car to replace a hose clamp and refill the coolant. About 2 days later, I started seeing an oil/coolant leakage on my garage floor without yet overheating alarms. The coolant reservoir had significantly reduced from when I got it home from the dealer a couple days prior. My limited research on cars has led me to think that this is a blown head gasket or some other type of major engine damage due to the large volume coolant leak when the hose clamp came off. I do not feel that I should be responsible for these damages.

  Business Response

  Date: 09/07/2022

  In response to a complaint filed by ********************* on August 26 2022.  We have received word from the customer that there was still a leak present around the time the customer contacted the ********************, and he indicated that he didn't think he should be responsible for those additional repairs.  We were able to diagnose that leak to faulty parts from the previous repair and replaced those faulty parts under the manufacturer's warranty at no cost to the customer.  We have also now reached out to the customer to verify that no other concerns are present.  We are still waiting on that response.  I will update again once we have confirmation.

   

  Thank you,
  

   

  --

  ***************************

  Service Manager

  Ames Ford Lincoln

  ************

  Customer Answer

  Date: 09/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************