ComplaintsforWall's Ford, Inc.
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Complaint Details
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Initial Complaint
10/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am currently paying for a five (5) year extended warranty for my 2017 **** Explorer that I obtained thru CarMax. The Third party vendor is TWG as the insurance for repairs to this vehicle. I recently am experiencing a power train issue with my car and was referred to Walls **** by them. I called the service department and explained my problem. I was told "they are 6-8 months out on transmission work and they don't know what to tell me. I can leave it but they'll get to it when they get to it." That's no response to an issue that can be potentially dangerous and that I'm also paying for an extended warranty for.Business response
10/12/2022
We think that possibly there was a miscommunication yesterday, we apologize for that.
We would be able to diagnose the issue a day next week Tuesday - Friday. If the customer feels it is unsafe to drive, it can be left off, and we can try to get to it sooner.
There will be a diagnostic charge that the customer is responsible for. Once diagnosed we will contact the 3rd party warranty to check on coverage. We are not familiar with the warranty company, so cannot speak for them as far as if they cover diagnostic charges, or what is actually covered.
If the transmission needed to be disassembled, then yes, due to staffing and parts availability, we could be looking at an extended time of several months. But only if the transmission needed to be taken apart.
Please contact *********************** at ************ and he will be happy to try to assist.
Customer response
10/12/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
12/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a 2016 GMC Acadia paid 26,000+4000 for extended warranty Little over two weeks later had to put it in the shop for transmission problems it stayed in the shop for over a week and when I got it back we can a half later went back in the shop for transmission problems Every time I talk to them they just stated that it was covered under the warranty but they rent a car was not covered under the warranty except for seven days I was out $1100 for the rental and a few days workBusiness response
12/06/2021
The vehicle had internal transmission failure. The customer had purchased a warranty, which did cover the major repairs. Unfortunately, the entire rental **** was not covered by the warranty.
The sales manager authorized paying the customers $500 deductible as a goodwill measure.
At this time, they feel they have been more than fair in this repair process.
The customer has caused a scene several times in the store.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.