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Complaint Details
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Initial Complaint
04/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a car from Heritage Ford in Corydon On Saturday April 8,2023. Sunday April 9,2023 morning the check engine light came on and the car was smoking really bad. Have not been able to drive the car since. The General Manager tells me today that they will do nothing to fix it you bought it as is and maybe next time I should by a car with a Warranty. He was very rude. I simply asked that they in good faith fix the problem as this happened the day after purchase. I now have a loan for 13,000.00 dollars and i can not drive my car. All i ma asking is for them to fix the car on them.
Business response
06/27/2023
Customer purchased a used, high-mileage, 2012 model year vehicle, in an AS-IS transaction.
While we would love to sell every customer a new, risk free vehicle, such a thing does not fit every customer's budget situation. For customers such as this who have a high risk threshold, we try to provide all the information we can for them to make an informed, pressure free, purchase decision. In this case, we have gone out of our way to emphasize the risk of the AS-IS nature of this purchase, as we always do.
Prior to purchase we shared with the customer the risk associated with this vehicle:
-We gave him the vehicle's Carfax history which the customer reviewed and signed (attached).
-The customer reviewed and signed the FTC buyers guide stating that the vehicle was "AS-IS - No dealer warranty. The dealer does not provide a warranty for any repairs after sale" (attached).
-The customer reviewed and signed an AS-IS risk notice (attached), specifically outlining that the vehicle did not generally meet our standards in part due to potential mechanical problems and as a result has no warranty.
-Despite these risks, the customer declined to purchase an extended service plan to mitigate cost risk for potential failures (not attached due to other sensitive data on document but available for local inspection).
-The customer completed the deal by signing a WE-OWE document indicating that the vehicle was AS-IS (attached). Neither party owed the other anything else.
We decline to assume the cost of repair for this customer's vehicle.
Initial Complaint
09/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a Chrysler Pacifica 3 weeks ago. Left the lot and the check engine light popped up. Immediately turned around and they checked it. Said it was from the car detail. They cleared the code then a few days later it came back on. Called them and went in. Engine code was reading a misfire. They said parts will take 4-5 days. After 12 days of no contact I called them and they set us up an appointment. Went in to get it fixed and the car sat there all day untouched. Brought it home and went back the next day for the repair. They said they didn’t have the part and wanted to keep it over night to fix it. Went back in the next day with what we thought was a fixed vehicle ready to go. Drove it off the lot and the check engine light came back on. Went back and they said to come in the next day. We went back that morning and they said there’s nothing they can do and set us up with another car dealership with an appointment a month out. Not pleased with the customer service or vehicle.Business response
10/15/2021
Dear Sirs,
Ms. ******* ******** purchased the used Chrysler Pacifica van on September 9th. With the check engine light coming on coincident with their purchase, we committed to fixing it at no cost to the customer.
One of our senior master certified technicians used industry standard diagnostic and repair processes but was unsuccessful. Further trouble shooting requires manufacturer specific (Chrysler) tools which we do not have.
We made an appointment with the local Chrysler service department to use their computers to diagnose and repair. The earliest they had available was October 22nd.
Best Regards,
**** *****
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Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.