ComplaintsforWoodhouse Lincoln-Mazda-Porsche

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my vehicle in on November 28th to be serviced due to a leak and the check engine light being on. The following Monday my vehicle was done and I went to pick it up. It cost around $1200 for the repairs they made. After picking up the car I found that my windshield washer fluid was not spraying, which it had been right before I took my car to have the service. I called back and they had me come back in so they could look at it. They claimed the defect had nothing to do with the service that was done and that my pump was now broken (which was $250 to fix). I find it pretty coincidental that it was working fine right before I took it in and now it’s not working. I am just looking for them to fix what they broke, free of charge.

  Business response

  01/08/2024

  ***** ********* ** *** sold to Woodhouse Chevrolet on May 1, 2023. Since the dispute happened in November 2023 please address the complaint to Woodhouse Chevrolet Co, ***** * ***** *** ****** ** ******

   

  Thank you,

  Jerry Schomers

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

  Business response

  01/09/2024

  *** ******:  After looking at your repairs it is still determined that the wipers not working is unrelated to the engine work that was done.  But for your satisfaction I suggest that you pay for the parts of $100 and Woodhouse Chevrolet will take care of the labor to install a new wiper pump and blade.  We will also provide you with free transportation while the repair is being completed.  Hopefully this compromise will meet with your satisfaction.  We will wait to hear your response before proceeding with ordering any parts.  Thank you for your communication.  

   

  **** ****

  Service Manager 

  Woodhouse Chevrolet

  Customer response

  01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5 weeks ago I took my 2013 **** truck to get serviced for electrical problems, he had been having issues I bought a new battery put that in myself next day was dead again so I figured it had a parasitic drawl. I don't have the tools to fix that or the know how, so I contacted woodhouse who works on **** products daily, the 1st time I brought it in to Woodhouse Lincoln ******** they advised me my negative battery terminal was loose and that was all my problem was, skeptical I went and picked the truck up and paid a ***$ "diagnostic bill" the next morning I woke up to go play golf. My truck was dead, I brought it and they decide it's the alternator ****$ I go pick my truck up and 4 hours later my truck is dead. I bring my truck back to Lincoln Woodhouse where it sat for 3 days without explanation I go to pick it up and it's sitting out in the parking lot. I paid close to ****$ for them to mis diagnose my truck and sell me parts i more than likely didn't even need.

  Business response

  10/07/2022

  Business Response /* (1000, 5, 2022/09/13) */ This has been handled

• Initial Complaint

  11/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Woodhouse Mazda has, ********************, put a car with a serious mechanical defect that puts drivers lives in danger, back on the street. Repeated efforts to get car replaced or fixed have been futile. Woodhouse has had my new **** Mazda ***** for 6 weeks with no contact for 3 weeks as to what is going on with the car. When pressed for answers, I was repeatedly lied to by Kenny ******** and threatened to have my car taken from me leaving me with no car. This car has been held by Woodhouse for 6 weeks with no contact until I called them and complained. I finally got a call back and was told lies that car is now suddenly working.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/04) */ Vehicle was brought in by Mr. ******* on 9/30/21 with a check engine light and poor running condition. We provided a rental vehicle at no charge and send Mr. ******* on with his day. Following warranty processes we repaired the vehicle with replacement fuel injector. Proactively, our processes is to perform quality control checks on multiple test drives, in which we drove the car 19 miles to confirm repairs. Mr. ******* picked up the vehicle on 10/11/21. On 10/16/21 Mr. ******* called in just before closing time irate that he has a fuel leak with complete disrespect for our staff and vulgar language to staff, including demanding we give him our own personal vehicle to drive for this inconvenience. Tow truck arrived hours later and we provided a rental car at no charge. Mr. ******* was extremely disrespectful once again to our Sales management staff. I, Kenny ********, called Mr. ******* 10/18/21 to talk through his issues, and apologized that he's having issues on his vehicle, and assured we would get the vehicle repaired under warranty. I also told him I promised we would drive the vehicle for a week on multiple trips, with his approval, to be sure we were confident he'd have no further issues. The failed O-ring was special ordered and replaced under warranty over the following week. I received, yet again, another disrespectful voice message from Mr. ******* belittling our staff and taking personal jabs at myself, and our team, on 11/2/22. Mr. ******* claims he's never received a call from us since he and I had spoke weeks past, and that we are all a list of extensive profanity and we lie to him and that we are criminals... Our Service team has claimed to have left several calls and voicemails to Mr. ******* with updates, and he never answers and we get voicemail. Mr. ******* tells me this is a lie and that we are more profanity for multiple minutes and takes more personal jabs at myself and our organization. I apologized for the inconvenience that he didn't get our messages and let him know that I don't take sides, but that I just wanted him to know that we did try him from what I'm told and that again, regardless of that, I'm sorry that we failed on his expectations. I did have to kindly let him know that he'd changed his story in midst of cussing me out about no contact for 3 weeks, that he did one time slip and say he saw our number on his caller id missed call list, but yet cussed me out more when I repeated his exact words and that I was now struggling to believe his complaint entirely. This is where Mr. ******* took several minutes of personal jabs yet again on our team and now directed at me. After a few minutes, I sternly let him know that we need to move on as we are getting nowhere here. I let him know that his car has been driven as promised for several days, I had it filled with fuel and detailed, and cabin filter replaced to be sure the car is clean and fresh with no odors for the fuel to go above and beyond and the we were paying for that portion as a good faith dealership, and Mazda was paying for the warranty repairs. As he kept cussing me out and talking over me, I finally let him know that his car is all finished up and ready, and we need our rental car back by days end. I was yet again cussed over and given direct profanity jabs and hung up on. I called Mr. ******* back again on 11/3/21 and simply laid out the facts, that we only have one goal and that is to fix his car and take care of him. I let him know we are sorry for the situation he's had, but we don't build the cars and we support Mazda as a dealer group, but he needs to speak to Mazda Cooperation with his dissatisfaction with the brand. He was much more calm and less disrespectful on this phone call. He asked if we would bring the car to him as he didn't want to see us or deal with this any further. Today, 11/4/21, I personally drove his car to him 13 miles to his residence in Downtown ***** and swapped him vehicles. In closure, I reminded him that we have no secrets or lies as speaks of, and gain nothing in doing so, and that we just repaired his car as needed under warranty and did all we could proactively and provided the best customer service we can in this situation (regardless if he feels we didn't call him). We had a decent conversation and shook hands. I gave him my card and asked he reach out to me directly moving forward if any issues. Unfortunately, having a mechanical failure under warranty, is not grounds for a new vehicle and ultimately is what he's after, for Free.

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