ComplaintsforHerb Chambers Ford of Westborough, Inc.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 15, 2022 I pay this place $229 for them wash my car inside, I pick up my car on the day afternoon and try to use my car on October 16, 2022. My car dont want work anymore, have engine light on and dont want drive. On Sunday I contact the dealer and need to waiting until Monday to get a solution. On first they said its not their fault, they didnt anything wrong, after that they know the guy who is wash my car, wash my engine, something I dont ask for and the guy mess up, they fired the guy, they told me that, and then keep my car for about 3 months, my car go and can back and not fix every time go and came back from Ford. In December I took the car, and I traveled out the country, since that I keep spending the money on my car, I just came back in March 13 and when I try to use my car I have the same issues, after diagnosis from another **** in Auburn, my car shows all codes from engine again, and I still pay for this car, its financed, and I cant drive the car. They dont want take the responsibility anymore, they keep said they fix everything is supposed be fix but is not true, my car before they wash doesnt have any of this codes, I did all my services at Ford every time and my car was in pretty condition. I dont know what to do anymore, I need my car for work. And I just want justice, they pay for what they broken.

  Business response

  05/29/2023

  ************** brought her vehicle in for a complete detail on 10/15/22 RO# ****** ($229 paid by **************).  Detail was done by an outside detail company that we contract to clean vehicles.  Wash, vacuum, clean engines, wax.  A complete service detail company.

  ************** contacted us on 10/17/22 stating that her vehicle would not start RO# ****** ($1,069.31 Paid by Herb Chambers Ford). I requested that she bring the vehicle back so we could diagnose her concern at no charge to her. ************** insisted that we caused the problem. I dispatched the vehicle to a 30-year Senior Master tech to determine what had happened. The tech determined that the powertrain control module had failed. We were not able to determine the cause of the failure and I decided to install a new PCM at no charge to ************** on the slim chance that somehow the wash bay got the PCM wet during the complete detail. The vehicle was road tested for 14 miles after the repair and we also test started the vehicle multiple times. It was our opinion that the vehicle was fixed. 
  
  ************** returned to our store on 12/02/22 RO# ****** ($318.00 Paid by Herb Chambers Ford of Westborough) with another list of concerns and stated that she had never had any of these problems before the vehicle was detailed. We once again diagnosed ****************** 2016 Explorer at no charge to her and determined that the vehicle is functioning as designed. We were not able to duplicate any of her concerns. The technician did however note that a rear wheel bearing was starting to fail. I explained all of this to ************* and left unhappy stating that we caused her wheel bearing to fail. That is not possible. 
  
  ************** returned to our store for a 3rd time on 12/17/22 stating that her transmission was now acting up and accused us of damaging her transmission. For a third time we once again diagnosed ****************** vehicle at no charge. Our shop foreman was able to determine that a sensor in the transmission was starting to fail RO#****** ($3,248.62 Paid by Herb Chambers Ford of Westborough). On the one in a one million chance that the failed PCM that was replaced on a prior visit caused this problem I advised our shop foreman to replace the sensor at no charge to **************. I also agreed to replace the failing wheel bearing as a goodwill gesture, but I also advised ************* that there would be no more goodwill from our store. ************** agreed and left with her vehicle. Total of repairs paid by Herb Chambers Ford of Westborough $4,635.93.
  
  We provided ************* with a vehicle to drive at no charge each time her vehicle was in for service. ************** advised me on numerous occasions that she didn't want to pay for any repairs.

  It is my professional opinion that we never caused any of these problems with ****************** almost 8 year old Explorer. Please see the attached repair orders and let me know if you have any questions. 
  
  Thank You, 

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

  General Manager

  Herb Chambers Ford of Westborough 

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