ComplaintsforAnderson Ford Lincoln

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in **. My parents were in *******. There was an ******** at Anderson Ford I wanted my parents to see and I intended to purchase. The price was $******. My parents got there May 5 and did a test drive. All the paperwork was complete May 6 and my parents left after lunchtime. The intent was to drive to my sister's in ** and then to ** where they live. I would meet them a few days later once my children were done with finals to take possession of the car. My parents got to my sister's on sat evening and right away noticed that the driver side windshield trim piece blew off. My dad said the only time anything seemed off was ****** **** so he thinks it blew off then. Monday May 8 I immediately contacted Carlos and sent a picture. He apologized and said he'd get with their body shop. I took possession from my parents on May 11 and was home May 12. When we got home the passenger piece was now half off. I immediately texted Carlos again with another picture. May 16 I got an estimate for repair, that i was told to get with the implication they would pay for it and sent it to Carlos. He said he'd get with his manager, Isiah, tomorrow to see what the options were. Friday May 19 Carlos said manager was looking at it. May 22 I texted Carlos for an update since communication is weak from them. The text I got back saying they weren't going to do anything, it's as is and claimed nothing was wrong during the inspection. I called and Carlos blamed manager saying he's only the middle man. I asked to speak to manager. Isiah said my dad must've hit a bird or went through a car wash. None of that happened. Instead of saying sorry as is, they strung me along for two weeks before saying too bad. I asked why I was told to get an estimate and was told they were guiding me because it needed to get it fixed "Right!". They accused my dad of doing something to the car just driving on the highway and I must've broken the other one.

  

  Business response

  06/23/2023

  We are sorry this has happened and for the delay in the response.  Can we get a copy of the estimate?

  Thank you

  Customer response

  06/23/2023

  Due to the fact Anderson strung me along for over two weeks before outright rejecting me and then not responding to the BBB for a month, I went online and found the parts myself. I sent Carlos from Anderson a copy of the original estimate from a Ford dealership on May 16th through text. The original estimate was for $******. Parts were $****** and labor was $******. That was too expensive for me to repair on my own so I looked online and found the four repair parts on ****** for $******. I paid my mechanic $** to install them so my total I have paid is $******. 

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hit a deer in December of 2020. Anderson Ford is a preferred body shop of *********** so I took it into them for repairs. I had to take my vehicle back to them 2 times after the initial repairs from the accident. They did horrible work and even with 3 opportunities to correct their mistakes, they didn't. So this past July I had dent repairs done by another body shop (because clearly I wasn't going to take it back to Anderson) and I asked that body shop to help answer my questions/doubts about the status of my vehicle. Comes to find out Anderson charged insurance for parts and labor, got their money, but cared less to actually accurately fix my car. I have pictures of deer hair still in parts, parts that were invoiced to be replaced still evidently broken. Now Kurt manager of Collision department and Jamie manager of body shop are saying its just a "cosmetic issue". I have been in a rental since end of July because of this matter and they are not willing to make things right. My vehicle is still at the other body shop tore apart, occurring daily fees for storage. *********** is offering to buy my car back from me but they need the car. The body shop isn't releasing my vehicle until paid in full and Anderson Ford needs to be held responsible for that bill; considering the reason for the bill is because of their lack of integrity and quality of work.

  

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/10/11) */ We have offered to take care of the concerns the customer has. Customer refuses to bring the vehicle back to us to complete any warranty type repairs. We also have been in contact with the insurance company who paid for the repairs. Both a Anderson representative and the Insurer have went and looked at the vehicle and agreed to pay for reasonable charges of anything that is accident related and also for us to take care of the issues that were found. Customer refuses to allow us to do the repair. Customer is now upset that the shop that took the car apart with out any authorization from the insurance or Anderson is holding her car and will not put it back together unless storage fees are paid. In fact the insurance company has agreed to purchase the vehicle from her if she just has the vehicle put together. We paid for a loaner vehicle for 3 weeks but was told for us to get the car to fix it they were going to charge us storage fees which we are not responsible for. If the customer gets the vehicle released by the other shop we are willing to fix any issue she has or the insurance is willing to purchase her vehicle. We have told the customer there is nothing more we can do to help her with a shop she chose that is holding the vehicle hostage. Consumer Response /* (3000, 7, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes the insurance has offered to purchase my vehicle knowing the profundity of Anderson Fords errors. And even with that offer it doesn't pay off my current loan and I'd still be without a vehicle. If they were simple repairs Anderson Ford could have properly done their job the first time. Insurance clearly would not offer to buy the vehicle. The other body shop had my consent to compare work done with the invoice from Anderson Ford. I legally can have any body shop examine my vehicle for post collision repairs outside of Anderson Ford. Anderson Ford doesn't want their dirty laundry out to the public. Hence, why they are hostile I did not take my concerns back to them for the 4th time! Again, Anderson Ford has had 3 times to fix their mess ups!! The body shop is not holding my vehicle hostage, such a dramatic term. Simple I don't feel it safe to even drive. Knowing how the buddy system works being a preferred body shop of ***********; all that is going to happen is Anderson Ford will likely receive a bill from insurance for their mess ups IF I decide to settle this case. And as of current date, I will not settle until *********** AND Anderson Ford are forced to pay for their bad customer service. Business Response /* (4000, 9, 2022/10/21) */ We are happy to do any warranty repair that both your insurance company and we inspected and said we would do. That work must be done by us. Both your insurance company and us have made this offer to you but you refused. At this time there is nothing more we can offer.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  i purchased a 2018 ***** with 36,000 miles on 8/25/22 from Anderson Ford South in Lincoln, NE. On my way home i noticed that the vehicle shook a bit but i was pulling a light cargo trailer, so i wanted to make sure that it wasn't causing the problem. When i got home i un-hooked the trailer and drove the vehicle. It still had the shake that it had when i brought it home. I called the dealership and spoke with Carlos, the salesman, he said that they would make it right if there was a problem. I took it to my local tire shop and had them re-balance and mount the tires back on, we drove it, still the same problem. I called Anderson again and then talked with Isaiah, the sales manager. He said to take it to an ASE Certified mechanic and have them check it since I purchased the extended warranty. Well, i tried a few other things first thinking that it was still a tire issue. The ********* moved the front tires to the back, still the same problem. I put the full size spare on each tire and drove it each time i did this, still the same problem. I took the vehicle into an alignment shop and made sure the vehicle was not out of line, it was fine. That shop suggested that the tires on the vehicle were not the best for that class of vehicle and suggested new tires. I did not do it then and called Anderson again and told them what i had done. Isaiah said, take it to a ASE Certified mechanic. I did one more check that i found online and it showed that the 2 front tires were out of round. I ordered a new set of tires that were of better quality than the tires that Anderson Ford had put on the vehicle, that fixed the problem. I called Isaiah again and he said there was nothing they could do to help with that. It was $*** for a good set of tires. I was asking for some type of re-imbursement for that expense, but was told there was really nothing they could do. I guess when you purchase a vehicle with a "new set of tires", it really doesn't mean anything.

  

  Business response

  10/12/2022

  Business Response /* (1000, 8, 2022/09/30) */ I'm sorry to hear that the new tires that were put on the vehicle before the purchase didn't meet your standards and had some vibration. I would like to meet your request for some re-imbursement on the tires and allow you to keep the ones you took off. I would like to offer $*** as well as you can keep the other tires and sell them, or keep them as a back-up set. Consumer Response /* (2000, 13, 2022/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept that offer for the $*** re-imbursement and appreciate your action in this matter. I will contact the business regarding this.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2013 Ford ****** in for service to Anderson Ford ************** on January 25, 2022. While in for service I was informed that my vehicle needed a new vacuum pump installed. That service and repair was completed on January 26 at a cost of $******. Within 24 hours after I picked up my vehicle, a service light came on, so I returned to Anderson. It took another day for the mechanics to diagnose the problem, which was reported to me as essential repair to my rear axle at a cost of $******. I picked up my vehicle on Friday, January 28, just in time for my move to ***********. The drive to ************* was uneventful, however on February 1 my service light came on and I lost all dash electronic information. When I took the vehicle to the service department at ************* in nearby *************** they were appalled at the condition that Anderson left the vehicle when they supposedly repaired the axle the week before. The service technician told me Anderson had not reinstalled the rear axle in a safe or correct manner, and the axle was being held on by one bolt by just a fraction of an inch. The technician said, "it looks like they started on the repair, took a break, and then never put it back together when they returned from break, and sent you on your way." I have photos of the broken parts and documentation from *************. Had I lost my rear axle it would have likely resulted in loss of life for myself and my fiancé. The repair that was completed at ************* cost me an additional $****** for the labor and parts that were broken as a result of Anderson Ford's negligence. I called Anderson Ford after the repairs were complete and they agreed to reimburse me for the $******, however Anderson Ford has refused to pay for the initial repair of $****** that was never completed prior to my move. I expect to be reimbursed for the $****** for the repair that I was charged for by Anderson Ford on January 28 but was not completed.

  

  Business response

  05/31/2022

  Business Response /* (1000, 12, 2022/05/19) */ We are very sorry about the issue that happened after we serviced your Ford ******. When we spoke about the axle issue and discussed the repair recommended by *************; we agreed to pay for the repair. At that time, we felt that paying for the repairs was the only thing we could do to make things right for you and the situation. The repairs we performed on January 28th, were not related to the axle repair performed on January 26th, and to our knowledge, not related to the repairs performed by *************. Therefore, we will not be offering any further reimbursement at this time.

*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. ↩