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:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am writing to you in regard to my 2021 **** Explorer. On 1/10/2025 I took my car into Art Hill **** for an oil change and tire rotation. I received a video that my oil was leaking from the pan and that the spring was broke on the right front. I never received any quotes, help or information on how to repair my car. At the time of the oil change my car had ****** miles on it. Art Hill had changed my oil ***** miles prior and it had no issues. I had to go out to a third party for the repairs at the cost of $2114.00. After contacting **** Customer Car they had told me that if **** had fixed the car that they have programs in place to help with the costs. I was offered absolutely no assistance. These repairs, that I paid for, are absolutely unacceptable at the mileage on my car. Art Hill **** should have gone the extra mile for me in getting ****************** to repair my vehicle. Im very well aware of what that can do there as they did it for my husband on his F150. Either the service tech was a sub par employee or decimal a woman

  

  Business Response

  Date: 03/10/2025

  This customer brought in their vehicle for a basic "Works Package" which includes an oil change, tire rotation and a multi-point inspection.  While performing these items, the technician noticed an oil leak and the customer was advised via a video from the advisor asking permission to "check out" where the leak is coming from.  The customer never gave us permission to check out the source of the leak as there is an additional fee for that check out time unless it is determined the leak is covered by warranty. If the cause of the oil leak is covered by warranty, the check out time expense is not billed to the customer.
  Since the customer has now had the repair completed somewhere other than an authorized **** Dealership, at this point the only option is to obtain a copy of their repair invoice and make a claim with **** warranty for a refund to the customer.
  Since we received this complaint, our Service Director has reached out to the customer who emailed a copy of their repair invoice to him so we can plead their case to **** and attempt to collect some or all of their expense in the form of a refund for the customer.

  This should resolve the situation though we are uncertain how much ****************** may be willing to refund at this point.

  
  

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 purchased a car on May 9th 2024 and signed for GAP insurance. I then cancelled this coverage less than a week later after talking to my own insurance company. I submitted the request to cancel this, and the dealership "forgot" to submit the cancellation paperwork. After following up again, I then received confirmation they proceeded with the cancellation. I have emails, and signed paperwork to confirm I have reached out and asked them to cancel.The ************************** refuses to talk to customers, and only works directly with the dealership. I am unable to get information from the **** GAP insurance provider directly. Something which is extremely worrying, this should be illegal to not directly work with a customer, when money has been taken from me. Huge shame to this industry for allowing this.It is now July 30th, and well over the 4-6 weeks they stated I would have the refund applied to my financing with ************ The refund has still not arrived, and I have no confirmation it was sent, or is on its way. I am unable to refinance the car with my ************ of choice until the refund is applied towards the loan with capital one.As a result, the longer this gets drawn out, I am subject to higher interest rates. This is beginning to GREATLY upset me, as I was able to give them the money with ONE SIGNATURE, but am getting beaten around by these two organizations instead of simply getting my refund which I AM OWED.I need this to be taken care of. The attorney *************** of Indiana has refused to accept the case. I am running out of OPTIONS AND PLEADING FOR ANYONE TO ASSIST ME IN GETTING MY MONEY BACK PLEASE HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  

  Business Response

  Date: 08/01/2024

  We have enclosed a copy of our check dated 7-11-24 to the customers bank along with a copy of the June 2024 statement from the gap company dated 7-8-24 showing his cancellation backdated to 5-10-24 and a full refund due to the customer for the gap purchase price.

  After thoroughly going through these statements to ensure proper registrations and cancellations for each customer we then write checks for each customer's cancellation &/or loan payoff.  The checks are promptly mailed after being signed which may take a few days. 

  While we cannot say when the check was received at the bank or how what their process is, please understand we do appreciate the customer's patience and sympathise with his situation.  We would like to assure him we will follow up with the lienholder regarding his cancellation to help resolve this issue on his behalf as soon as possible.

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 took my F150 to Art Hill to get a transmission fluid change back in January. A couple weeks back my family and I were headed to ***************** we were on the Highway by Grand Rapids, when the truck made a slamming sound, the traction control light came on, the engine reved high and the truck couldn't find a gear. I was able to get the truck off the highway and call a wrecker to haul it to ********. The diagnosis from ******** was that the transmission was over filled. They drained it to the proper level and reset it and road tested and everything is good. I called Art Hill to tell them what happened and After several calls, sending them my invoice from the repair, Art Hill is telling me that their tech says its impossible to over fill the transmission and said why would that happen ***** miles later. I told them it is hot out now and this is the first long trip I have taken the truck on since its been hotter out. Art Hill flat out called the other dealership liars that it can't be overfilled despite the diagnosis and repair the other dealership did to get the truck fixed.I had a total of $933 into the breakdown of the truck between towing, Rental of another truck, and the repair of my truck. This wasn't including the extra trips to return the rental and to go back and pick up my truck.

  

  Business Response

  Date: 05/28/2024

  This vehicle was in our shop on January 27, 2024 with a request to flush the transmission and refill the trans fluid which is exactly what we did.  At that time the vehicle over ****** miles.  When the customer recently called our shop with this complaint we did some checking and another 9000 miles had been put on the vehicle in the four months since it had been in our shop.  When asked to bring the vehicle back to our shop so we can review the vehicle ourselves, the customer informed us they had since sold the truck so we are unable to verify anything.  We also put in a call to the dealership he had it towed to and no one there returned our call.

  Many things can happen to cause this type of issue and our shop manager states if this had been the result of something we had done to the vehicle while it was in our shop, there would have been issues much sooner than four months and 9000 miles later.  In that interim anyone could have added more fluid and our technician says if the coolant is leaking it can overflow that system as well. 

  We would not be willing to participate in any type of refund under these circumstances.

  Customer Answer

  Date: 05/28/2024

   I am rejecting this response because:I have attached the invoice from ******** stating the diagnosis and what they did to the truck after they worked on it. I have had to repeatedly call Art Hill to progress looking into this issue. When I called the second or third time, they couldnt get the correct vehicle that this issue was about, Art Hill thought it was a **** explorer. The service advisor at ******** did call and left all the information with *** at Art Hill which apparently Art Hill does not take notes and pass along information to each other.

  As stated, this is the first long trip I have taken the truck on with the hotter ambient temperature and had the issue. I had been driving the truck on the highway for a couple hours. *********** said that under these circumstances of it being overfilled, the longer trip and hotter outside temperatures this would cause the the truck to have this issue and vent out the extra fluid.

  I have researched on forums and have also confirmed that other people have had their transmissions overfilled and didnt have a problem right away. 

  I have asked Art Hill to call the service manager at ******** several times but Art Hill claims that they never call them back. 
  

  I can attest that Art Hill has been the only ones to touch that truck. I had to get rid of the truck unfortunately because I couldnt trust the vehicle anymore and was worried that the transmission had been compromised due to them overfilling it. 

   

  
  

  

  Business Response

  Date: 05/29/2024

  To answer the customer concerns in order:

  The customer states we were unable to find his vehicle &/or name in our system and believed he owned an Explorer.  When I looked into this after receiving the BBB complaint email, I found a name close but with a different first name and an address in *********** not ******* as shown by the BBB filing.  The paperwork from Fox the customer uploaded also did not show a VIN for the vehicle or I would have been able to match it that way.  Exact names and addresses are most helpful in matching customer information.

  We have triple checked all our messages and have spoken with each service advisor and are confident we have received no returned phone call from anyone at Fox regarding this issue. We understand the customer chooses to believe the other dealership who is blaming this situation on our technician's work stating the longer trip caused this issue, however, we stand by our evaluation that if we had done what we are accused of, this would have come about much faster no matter how long or short of a drive the customer had taken.  We contend this problem would have presented itself long before the 4 months and ***** additional miles if it had happened due to an issue caused by work done in our shop. 

  The customer states that he sold this vehicle because he lost confidence in it's performance, but at it's current high mileage causing wear and tear additional issues will happen. ****************** has brought vehicles from other shops to our shop for proper diagnosis and repair due to our known good reputation and valued workmanship over decades.  We sympathise with the customer because we realize this is an unfortunate situation, however we are not willing to accept blame because an employee of another shop told the customer the issue was caused by work preformed in our shop, nor would we be willing to provide a refund under these circumstances.    

  Customer Answer

  Date: 05/30/2024

   I am rejecting this response because: I am rejecting this response because: Art Hill claims that the transmission is impossible to overfill but as stated by another **** dealership, the transmission vented, sat for a week and was still overfull. they drained the excess fluid. There was no one else other than Art Hill that touched the transmission since the service. *********** left the message was left with *** at Art Hill. I have told this to the Art Hill service and general manager. I also spoke to the general manager at Art Hill and he was supposed to call the service manager at ******** but apparently has not done so. I feel like Art Hill is playing games and does not really care to address a customer complaint.
  I find this whole situation very disappointing. I have bought a car from Art Hill and last summer under my recommendation, my son in law bought an Escape from them. I have also brought my vehicles there for service many times when they have needed it.
  This was over 2 hours on the road and a hotter ambient temp since the service was performed. So yes, when another dealership says what the problem was I believe them. Also when I was broke down on the side of the road, a guy stopped to help. He is a technician at an independent shop and said the same thing that the **** 10R80 transmission is a problem if it is overfilled. He got down under the truck and saw that it had vented fluid. I'm sure even you can agree that if it was overfilled, and with everything getting hotter the transmission would vent? 
  The truck ran great, I wanted to keep the truck for several more years. That Is why I trusted the professionals to take care of the truck. But I had to get rid of it, not because of the miles because it broke down and left me stranded because the transmission was overfilled and I didn't know what other damage was done to it buy overfilling it.
  

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Dec 11, 2023 truck had appointment for service. We paid $1039.95 cash for work that we didnt authorize nor was informed what truck needed beforehand. The work supposedly performed wasnt needed per our complaint and obvious outcome. Truck still has the same issues and more! Before Art Hill ************ performed any work on truck, we had heat everywhere inside the cab blowing except passenger vent which only blew cool air and all functions of the console was working including the heated seats. Once truck was released back to us, NOTHING is working! We DO NOT have any heat anywhere inside the cab, radio, navigation system, door locks, dashboard lights, cruise, etc will function. Nothing comes on any more! ************ states the problem is a **** Module. Apparently it was the **** Module that was needed on 12/11/23 when the water pump and thermostat was replaced instead. There was a couple of trucks similar to ours being serviced and it is of my opinion that the trucks were mistaken for different parts and repairs causing repairs that was not needed! The ************ states the new repair will cost $1089! The suggest theyll waive the labor for installing the console modular but we must pay for the part. We suggested they credit us the cost of the water pump and thermostat that we didnt authorize nor needed and apply it to the cost of the part that was needed all along. ************ Manager *** stated NO! We have not been able to use our truck since returning from our son kidney transplant which we had to be wrapped in blankets to travel due to the weather! We our elders, age 88 and ************************************************************ good faith business and transparency and top notch integrity! We feel scammed and was taken advantage of by Art Hill **** ************ *******!

  

  Business Response

  Date: 02/21/2024

  The customer brought in their ********** on December 11, 2023 with the concern of "no heat". The tech inspected the **** system and found reservoir empty. Tech topped off fluid and performed pressure test to system where he fund coolant leaking from water pump.  The tech recommended replacing the water pump to prevent future leaking and the thermostat as a preventative maintenance measure.  After proper authorization from the customer the tech performed the repairs and retested the system.  He found the system was working as designed after those repairs.

  The customer brought the vehicle back in two days later on December 13, 2023 stating the vehicle had no heat and both power windows, radio and **** controls are inoperative. The tech verified his concern and check our prior work, all passed.  He then performed a diagnostic test and found codes for no communication from modules to **** due to failing network test.  The tech attempted **** (Front Control Interface Module) reset, the unit worked momentarily, then failed again.  The customer elected not to approve any repairs or go any further with diagnosis at this time.  The customer was not charged anything for this visit.

  The customer returned with the vehicle again on December 27, 2023.  The tech re-performed the reset procedure but issues still persist.  Tech scanned and fund codes again for no communication with **** and the network tests failed.  Tech checked MS CAN (Medium Speed Controller Network) which passed.  Tech then removed the **** and checked for power and ground, all passed but the **** still not responding.  Tech recommended replacement of **** due to no communication and failing tests.  Total cost of that repair is $1080.00 plus tax.  Since the vehicle is well outside of warranty, we offered to assist in repairs and cover the labor charges as goodwill.  The customer declined any repairs and also any further diagnosis at this time.  Again, we did not charge the customer diagnostic or testing fees on this visit.

  We feel we have been more than fair in trying to assist the customer with their issues which are unrelated to the initial heat/coolant loss.  Due to the fact the vehicle is over eight years old and well beyond warranty time and mileage, there is no recourse for us to ask ****************** for assistance, and the customer has already refused our offer to not charge him labor the **** replacement.  

   

  Customer Answer

  Date: 02/23/2024

   I am rejecting this response because:
  
  Repairs ************ performed was not needed nor did it fix the issues complained about when truck wad brought in! Complaint WAS NOT no heat! It was complainedthat passenger side did not heat up at all! Truck was distributing heat everywhere else in the cab! Dealership caused additional issues and a $1039 profit and yet, were still unable to drive the truck in COLD weather cause what service department did to the truck made it worst! The money they charged to receive truck back in this manner should be credited to customer cause it was NOT an authorized repair and it did not resolve the problem. That was their diagnostic error! Warranty and the year of the truck (less than ****** miles) is irrelevant to their mistakes! I wholeheartedly disagree with the nuisance response given by dealership! Cheap cop-out as in the poor service! Took advantage of an elderly couple!

  

  Business Response

  Date: 02/26/2024

  Please understand the customer called in stating they had an emergency and needed to leave out of town the next day so we tried to fit them into our booked up schedule due to their situation.  One of our most knowledgeable and trusted technicians was assigned to this job in between other repairs so as to help this customer get on the road to their emergency situation.  We were trying to help this customer, not take advantage or hurt them in any way.  Our technicians observation was as previously stated, he found the water pump was leaking and also recommended to replace the thermostat. The advisor acquired approval from the customer or we would not have completed the repairs and the customer would have been charged only check out time as a labor fee.  It is not our practice to perform repairs without securing the customers approval.   

  These three visits, December 11th, December 13th and December 27th are the only times this vehicle has been in our shop.  The customer was charged nothing for the last two visits to evaluate the issues and our repair.  We are unfamiliar with any maintenance on this vehicle or how long this person has owned the vehicle, only the fact this customer had an emergency and wanted us to fit them in.  

  We stand by our repair and the customer has denied our prior offer of recommended services and no charge for labor on those recommended repairs in order to resolve the current issues they are having with this vehicle.  We understand the customer is not happy, however it is the performance of their vehicle not our dealership at fault.  We would not offer anything further in this situation.  

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  04/08/2023 I get my brakes changed at Art Hill **** in ************, **. I paid 1011.46.07/20/2023 I have to get my brakes changed again at ***************** in *********, **. I paid 752.88.That's less than ***** miles for 12 months. Therefore, my brakes should still be under warranty. I spoke with Art Hill's manager who stated that they will not warranty my brakes because non-replaced part failed, even though their mechanic/technician worked on and calibrated that non-replaced part. If the part was that bad in the first place, they should have replaced it during that time. Their error cost me in excess of seven-hundred dollars. I want my money refunded since Art Hill was the last one to touch my braking system. I want them to stand behind their workmanship and honor their warranty.

  

  Business Response

  Date: 12/13/2023

  The customer brought in his 2011 vehicle with ******* miles to our shop on April 8, 2023 with concerns of hearing grinding noises and pulsation when brakes were applied. ************** found the brakes and rotors needed to be replaced which the customer approved. The technician wrote notes which printed on the customer's repair order that stated the calipers were difficult to maneuver (slide pins difficult).  Meaning though the calipers may need to be replaced in the future, they were still performing at that time, just difficult to move in order to replace the parts that were replaced on this work order.

  According to his complaint, at some point after the date of our repair April 8, 2023, he took the vehicle somewhere else and was told the caliper(s) had failed and he apparently wants us to pay for that additional repair issue. We did not replace calipers and should not be held responsible for that part failure which may have also caused failure of additional parts at that time.

  The customer returned with his vehicle on November 22, 2023 now showing ******* miles. We found and reported to the customer via notes on the repair order that our recommendations include both inner and outer tie rods, and a transmission mount totaling $1885.00 but the customer approved only an oil change.

  We understand the customer may be disappointed that his vehicle is in need of expensive repairs mainly due to age and mileage, however we repaired his vehicle properly and did nothing to cause additional parts to fail after our repairs were completed.

  We would only state would that we should be not held accountable for this issue and that we thank you for both your time and consideration given to this matter in advance.

  Customer Answer

  Date: 12/15/2023

   I am rejecting this response because:
  
  This explanation is fully and wholly rejected. 
  
  If the slide pins on my calipers were difficult to work with, then they should have been replaced at the time and I would have paid for it. Had it of been offered to me at the time I would have paid for it with the rest of the braking system.
  
  Art Hill **** was the last company to touch my braking system and "bad calipers," should have fixed them, and chose not to (although they stated in their answers that the slide pins were difficult to work with). Causing damage to my vehicle, which makes them solely responsible for misdiagnosing parts. 
  
  Since I have had my vehicle I have replaced my suspension system, my braking system, bought new tires, air condenser, air filters, etc. In essence, I take exceptional care of my car. Their slander means nothing since they were unwilling to do the right thing. 

  The issue comes down to the way Art Hill **** runs their business. I took my vehicle in for a simple oil change and they gave me an estimate for over $4,500.00. Not the $1,885.00 that's been erroneously stated.   

  Because they failed to replace a needed part I had to take my vehicle to a nearby **** dealership, *****************, and paid over $700.00 when I had originally paid Art Hill **** well over $1,000.00. Art Hill **** should refund me for the labor that *********** had to do. 
  

  

  Business Response

  Date: 12/18/2023

  Our Service Director has made several attempts to contact the customer since we received his complaint with no success.  If the customer will come in with his his receipt from the other dealership and discuss this issue with our Service Director, that will help us determine how to proceed. 

  We do guarantee our shop work, however we need more information to determine why the other shop made that recommendation for this vehicle.

  Again we understand the customer is upset and we would appreciate the opportunity to discuss this issue and try to make things right.

  Customer Answer

  Date: 12/21/2023

   I am rejecting this response because:
  
  They called me once while I was working during my ************************************************ since. 
  
  I don't want to come in to Arthill **** again. When I went in with my receipts from ***************** and Arthill **** the manager talked in a circular pattern, never wanting to admit that they made a mistake and that they did not want to resolve it. They provided no resolution and no way out besides contacting the Better Business Bureau. 
  
  I would like them to honor their work, and to send me back my money for parts and labor, which I paid ***********. Which amounts to $600.00, because ***************** refunded me $90.00.

  

  Business Response

  Date: 12/26/2023

  The manager this customer spoke with is not the final authority, unless he is willing to bring in the vehicle, the receipts from the other shop and speak with our Parts and Service Director regarding this issue, we would not extend any refund based on what has been said at another shop.

  While we admit not every issue is always resolved to a customer's satisfaction, we do strive to keep our customers happy and make every effort to repair vehicles properly.  We have experts in this field with decades of experience and knowledge in our employ and without the opportunity to see for ourselves how it was determined elsewhere what the issue was, or what we may have missed on this customer's vehicle, we would not be willing to offer any further action or refund in this situation

  We urge the customer to stop in or make an appointment to speak with our Parts and Service Director.

  Customer Answer

  Date: 12/30/2023

   I am rejecting this response because:
  
  Who is the final authority at Arthill **** that has the ability to resolve this issue? That's who I should have spoken to on 11/22/2023 when I brought in my 2011 Lincoln MKZ with the paperwork from Arthill **** and *****************.
  
  Arthill **** has spent more time arguing this point through the BBB than they spent with me trying to go over the paperwork. 
  
  *********** has an A+ rating with the BBB, and that's because they stand by their work. Arthill **** has an F rating with the BBB because they're not standing by their work. I'm asking Arthill **** to stand by their work and refund me approximately $663.00.
  
  All of this would go away if Arthill **** would just refund me for the balance that's left after what *********** has done.  
  
  

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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've had my vehicle serviced beginning on 10/18/2023 due to the engine revving while the car is in park or my foot was on the break.They've repaired the lean control, module, idle air control, vapor system a hose, completed a system update and the purge valve.Each week for 3 consecutive weeks I'd bring the car in on Monday and they would keep it until Thursday, each time releasing the vehicle stating that it was repaired.I mentioned that something seems to be draining the battery so when I picked it up on 11/09/2023 they tested the battery, provided me with a receipt indicating the battery was good.On Monday 11/13/2023 the battery died. They sent a service technician to my home that then stated the cell was dead and I now needed to pay them $200 to replace the battery.With all of the work that has been completed one they should have known if there was a cell issue with the battery and brought this to my attention but it was not. Secondly, I was just provided a print out four days later that is reading dead cell.Something done in the course of repairing my vehicle drained the battery and with an extended warranty I am flabergasted that I am responsible for paying for an issue that the service team caused. Prior to the repair I had no issues with my vehicle starting even in the coldest weather.I demand that they replace my battery for no cost to me.

  

  Business Response

  Date: 11/15/2023

  This vehicle was in our shop October 18th for several days with issues regarding the engine light being on and the engine revving while in park.  After checking the vehicle ************** determined the failed parts to be fuel injectors and intake pipe.  Those parts were replaced, and the work was covered and paid for by their extended service warranty after the deductible.  The vehicle was here for several days so we could test drive it to ensure the repair was properly completed and there were no further issues. We gave the customer our new loaner vehicle to drive free of charge during the time the vehicle was in our shop, so they were never out of a vehicle.

  The vehicle was back again on November 9th with the customer stating the engine was still revving when stopped and in park.  There was no problem found at that time as we were unable to duplicate the issue.

  The customer called on November 14th stating the vehicle would not start.  ************** went to their house to check the vehicle and determined the battery was dead.  We did not charge the customer for the trip to their house or for jump starting the vehicle.  We informed the customer the battery needed to be replaced, they said they would check around and compare our price. Later that day the customer came in to purchase the battery.

  Conclusion: While every part can fail , batteries are not an item covered by warranty, it is considered a maintenance item, similar to tires, etc. Since this vehicle is a 2019 purchased in 2019 and currently has ****** miles, the timing for a new battery is not surprising.

  Thank you for your consideration in this matter.

   

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On July, 6, 2023 I took my **** F-150 into Art Hill **** for a works oil change, they had sent me a coupon approximately one week earlier. They refused the coupon for ***** stating prices had gone up and charged me *****. when I walked out to my vehicle I noted a dent in the center drivers side door, additionally there was a quarter size scratch, I immediately requested to see the service manager. he was less than helpful telling me that it must have been there prior, and that they have cameras all over the property, I suggested they review the cameras. the manager said that people claim damage all the time. I informed him that I would file a police report, he said fine do that. additionally, there was oil all over my vehicle, both fenders, front hood, steering wheel, and dripped oil all over the motor. I completed a police report with ********** PD and returned the next day to talk to the manager, I showed him the oil all over the vehicle, on the steering wheel and on the engine. His response was its hard to get good workers, horrible response. He did send me to their body shop guy and called him in advance (Phils Collision in ****, *******). ***** sent them the quote, the owner didnt agree with the quote and the only option was to come in and they would have their paintless dent remover fix the dent and then touch up the paint. the paint touch up looks horrible, additionally I had to top off fluids in my vehicle weeks later, I know question if they did anything positive during the service, I add oil and my washer fluid was completely empty. this is not what I expect taking my vehicle to an auto dealership.

  

  Business Response

  Date: 09/05/2023

  I apologize for being late to answer this complaint.  When the customer first brought this situation to our attention we scanned our camera system in detail but found no evidence this damage happened on our property, though we attempted to satisfy the customer by offering to pay "Dent Busters" to professionally pull out the dent and the customer accepted that offer.  We paid Dent Busters for that repair prior to him even filing this complaint with your office.

  Since our security cameras contained nothing that would lead us to believe the damage occurred during the short time the vehicle was in our possession, we would not agree to offer any further compensation.

  Thank you for your patience and understanding in this matter.

   

  Customer Answer

  Date: 09/07/2023

   I am rejecting this response because:
  Without a doubt this occurred at this facility, the negligence of their employees caused this.  The service manager informed me that the video was in 1 min increments.  If they truly have cameras they would most likely have seen that when I turned the vehicle over for service the damage was not there.  They assured me that the repair they were doing would be good as new.  They sent me to their body shop originally for the repair.  I was informed the owner didnt like the cost of the repair that required painting the door.  I was told take it or leave it.  I completed a police report and will file a claim with my insurance to subrogate.  I am appalled by their response.  Additionally the workmanship for a simple oil change was horrible.
  
  

  

  Business Response

  Date: 09/15/2023

  Our shops are equipped with upgraded lifts which include padded posts specifically to prevent this type of issue.  Again we state there is no evidence the damage happened while this vehicle was in our possession.

  In good faith attempting to resolve this issue we offered the paintless dent repair option which the customer accepted and we paid for that repair.  Unfortunately the customer is still not happy and we see no further resolution to this situation.

  Customer Answer

  Date: 09/15/2023

   I am rejecting this response because:  I do believe if they conducted an investigation into my concern and put in an HONEST effort in determining the facts they would have discovered this happened at their facility.  They will not find evidence if they dont attempt to investigate.  The shop manager informed me there were cameras all over the facility, they should have been able to determine that when I arrived at the shop the damage was not present.  When it left the sho it was damage.  I agreed to the repair because the manager said it would look as it did before.  Definitely not even close!  In fact when I showed the shop manager the oil all over my vehicle and the poor workmanship, the response its hard to get good help.  I also did a customer review on their public site, they ask me to reach out and they ignore my emails.  All for show.  I believe an honest and reputable business should stand by their workmanship.  Again acting like their is no proof without looking into it was the easy way out.  All I expect is my vehicle to be the same when I leave as it was when I arrived.  But again, maybe I am asking too much from Art Hill *****  
  Again if there was any doubt about this occurring at Art Hill ***** I would not have bought fourth the complaint.  They failed to mention they sent me to a body shop, only they didnt like the quote their body shop gave them.
  
  

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Took vehicle in for inspection, servince stated I had an injector problem. I declined the work at tht time. Return truck for the repair . After calling on vehicle if it was done they said yes no phone call . Went to pay for work Oder extra work was done changing bill from **** dollars to **** for service's already done on my truck from another shop. Service manager didnt want to give me a copy of my original receipt to show the proper things stated on invoice of inspection. Had to talk with General Manager and wait serval weeks for a return call .

  

  Business Response

  Date: 08/21/2023

  Since this customer had not yet paid his bill or picked up his **** ******* truck with over ******* miles as of the time we received this complaint, I asked the Service Director to call the customer and ask him to come in so we could discuss the issue with him face to face and show him the original estimate and paperwork.

  The customer did come in last Friday 8-18-23 and paid his bill after we reduced it to less than $2000 in an attempt to make him happy.  I am told the customer is still not happy and has threatened further action.

  Thank you for your consideration in this matter.

   

• Initial Complaint

  Date:07/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Date of transaction: 7/14/2023 Amount Paid: $821.49 I took my car to the Art Hill Dealership in ************ yesterday to do the breaks. They said they will do the diagnostic for the car which will cost $169 + taxes. They also said it will be deducted from the repairs I do. They came up with a long list of items that needed to be fixed which will cost around $2600. So, I asked them to just do the tune up which they said it will cost $697 since I don't have that much money handy.When I went to pay for the repairs they charged me for the diagnostic. When I complained, they only took like 45 dollars or so. They lied to me.Thanks

  

  Business Response

  Date: 07/26/2023

  The wife brought the vehicle into our shop complaining about the brakes. She approved the diagnosis fee of one hour labor to check the brakes. We gave a quote for brake repairs and also recommended a tune up and other maintenance for their vehicle.  The customer declined the brake work and proceeded with the tune up and other maintenance items, then wanted to apply the diagnosis fee toward the tune up work.

  The manager explained that fee was charged specifically for diagnosis of the brakes on the vehicle which they did not approve repairs on, so that charge is in addition to the repairs they did approve.  The manager also explained that if the customer returns within 30 days for brake repairs the diagnosis fee for one hour check out time on the brakes would be deducted from the brake repair total.   We will be happy to accommodate the customer with our 30 day promise if the they choose to return within that time frame for our shop to replace &/or repair the brake issues on their vehicle.

  We recently attempted to contact this customer because we had ordered parts for a recall on their vehicle and they have refused to come return to our shop for the recall also.

   

  Customer Answer

  Date: 08/07/2023

   I am rejecting this response because:
  
  

  When we took the car to them, we knew we needed breaks. We told them that the car needed breask. We didn't need them to diagnose it for the breaks. They told us that they would check everything else in the car with their diagonstic fee that will be refundable if we do the repair at their shop. They found out it needed tune up. We asked them to do the tune up. We could not afford to do the breaks and the tune up at once. It was going to cost around $2400. So, the diagonstic fee should have been removed since we did the tune up at their shop.

  Yes, we did not repair the recall at their shop. We dropped the car off for repair on Thursday (with an appointment). We were told that they wouild have the car ready for us the following day first thing in the morning if we want them to do the repair for the recall. We went to pick up the car on Friday at noon and we were told that they still have not received that part. We needed the car so we picked it up.  And yes, we are not going back there due to the bad service we received. And we don't recommend anyone to go there either.

  

  Business Response

  Date: 08/14/2023

  We apologize but our response remains the same. The customer was informed the diagnostic fee for brake repairs involved checking the braking system to see what work needed to be done and that fee for checking it out would be deducted from the expense of that repair if and when they decided to repair the brakes.

  This customer has stated they have decided not to repair the brakes or make any other repairs at our shop, therefore there is no longer anything we can do to satisfy the customer and would not be willing to provide a refund for time that we paid ************** to evaluate their brake issue.  

  Customer Answer

  Date: 08/15/2023

   I am rejecting this response because:
  
  

  If their diagnostic was to check the breaks and to see what needs to be done for the breaks as they claim, how did they figure out that my car needed tune up? As we were told, the diagonistic is for whatever the car needs. 

  Like I said it, when I take the car to the mechanic and tell him it needs breaks, he would take the wheels and replace the part of the breaks than needs to be fixed. this is not diagnostic. this is repair.

  So, I demand that they refund the extra money they charged us for the diagnostic since the portion they found during their diagnostic was repaired at their shop.

  Thank you.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased a brand new vehicle from art hill **** ************ **. I have been completely lied to numerous times, have paid thousands of dollars out of pocket in repairs and still am sent away with an unsafe vehicle. I just paid $1,503.00 last Friday and my vehicle is still not fixed. Upon contacting my advisor there and explaining these issues I was told do not contact her again and was told talk to the service manager. Upon contacting the service manager, he took a 3 min drive around the parking lot w me and basically kept telling me there is nothing they can do, telling me I'd have to pay yet again for more possible repairs. I believe I was sold a faulty lemon vehicle and no one will help me. I have 3 children a full time job and I need a safe working vehicle. No one at this business will help me.

  

  Business Response

  Date: 07/13/2023

  The customer purchased this Escape in January 2018 which now has over 123,809.   On 7-3-23 we replaced front and rear brakes and rotors, the front inner tie rod, an alignment and also repaired a check engine issue for a total of $1503.22 after discounts and taxes since this vehicle has been out of warranty for some time.  The customer picked up the vehicle on ******. They called the advisor again earlier this week stating there is a loud clunk noise when making a sharp left turn also informing the advisor that they are tired of spending money fixing the car and will be contacting an attorney. The customer was advised they would need to speak with the manager since they were now threatening legal action. Yesterday, July 12th our manager rode with her through the parking lot and the customer was unable to duplicate the noise or issue she described, after several attempts and being unable to verify the issue, I explained we would be unable to make any repairs. 

  The customer stopped the car and began telling me her financial problems, that her husband passed away and she is loosing her house... I tried to explain that we cannot make any repairs since there is no verified issue at this time.  She again threatened legal action mentioning lemon laws and made it clear that she did not agree with what I was telling her then asking me to get out of her vehicle.  Later that same day the mother of the customer came to our shop upset, stating that we put her daughter and grandchildren in a safety issue by refusing to repair her vehicle. I then explained the situation to the mother.

  In February we had been able to secure help from ****************** for this customer when **** graciously covered a $3500 transmission repair.  Our advisor assisted this customer when she was involved in an accident in a rental car while her car was in the shop for those repairs.  We have documentation of 58 text messages and 14 phone calls during this time.

  Last week we informed the customer that the main safety concern we can verify with her vehicle is the tires are bald and completely worn out.  She stated she did not have the money to replace the tires.

  While we understand the customers stress and financial situation, it is neither the fault of this dealership or ****************** that her vehicle is in need of maintenance (tires) or other issues that she is unable to afford.