ComplaintsforKoeppel Ford
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Complaint Details
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Initial Complaint
01/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I sought assistance from **** to address a jerking issue in my car. After a diagnostic payment, they charged me nearly $2,935.38 for a fix, assuring it would resolve the problem. However, the issue persisted post-repair.Ford diagnosed a new problem, demanding an additional $5,000 for a torque converter and control valve issue. Despite my two-year warranty and their initial assurance, they refused to rectify or refund my previous investment.This situation resulted in loss of time and income. Seeking intervention to ensure fair resolution.Business response
01/27/2024
Good morning. ************** contacted me after we completed the diagnostic on his vehicle for the new concern he came in for. After consulting with our ****************** Manager, ***************************, I responded to his email that the current problem with his vehicle has nothing to do with prior repairs we made.
I would ask that we set up a meeting with ************** and ************** (************** can bring his mechanic to the meeting) so we can further clarify any questions ************** has about the current work needed on his vehicle.
Please advise a day/time that works and I'll set up the meeting. Thank *****************************; ********************************************
Customer response
02/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Please review the provided work orders and invoices, focusing on dates and customer service requests. I consistently reported a car jerking during acceleration. In the latest instance, where a $5,000 quote was given for fixing the issue, it is the same problem as in work order 1 and invoice 1. Despite your attempted fixes, the problem remains unchanged. I really hope you will show some kind of honest look at this instead of just responding just to respond.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
03/13/2024
Your latest concern is a different issue. We can have a master technician give you a step by step explanation if you come in for a meeting. Please let me know when you can come in. Thank you, ************ ********************************************
Initial Complaint
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 2017 **** Escape Titanium suv along with the extended warranty option. The vehicle has been experiencing transmission issues from the start. When I place the vehicle in drive the vehicle hits a snag and the entire vehicle jerks. Additionally, the vehicle is leaking fluid. The vehicle has approximately ****** miles. I attempted to take the vehicle to service center for repair. I was advised the service center was unable to repair the vehicle for several months. The service centers refuse to repair the car and honor the warranty option. I do not feel safe driving the vehicle with my family in it. I am left driving a lemon. I will not be purchasing or conducting business with **** in the future. I will be contacting my local congressman and politician regarding this.Business response
04/15/2022
*********************** contacted customer 4.15.2022.Initial Complaint
09/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I currently lease a 2018 Ford Escape. On August 15th I got into an minor accident and had to bring my car to a local mechanic to get fixed. It has been over a month and I have no received my car back yet from the mechanic, due to a part they claim is in backorder. My mechanic ordered this part from Koeppel Ford. It has already been over a month that Koeppel Ford claims that this part is still in backorder and that they cannot deliver it. I contacted the corporate Ford to try and intervene and they told me that this part should have already been delivered, despite being in back order because my mechanic ordered 4 weeks ago. They told me to get a Copis case # to track the part and see where it is. I called Koeppel Ford to obtain this number and the person told me he cannot give me this number and that’s “not how this works”. Every time I speak to Ford I am getting different answers regarding this part, and I feel as thought something dishonest is happening here.Business response
09/23/2021
**** ******* (************ **** *****************************) spoke with *** ***** 9.23.2021. I was able able to obtain the Copis Case# *** ***** was requesting and sent her a follow up email:
Hi *** *****,
It was a pleasure to speak with you today.
I was able to obtain the Copis Case#****************** (Part was ordered 8/30 – Copis Case opened 9/20)
This part is on backorder from FORD with no set delivery date. I will follow up on this again early next week and advise if any updated delivery information has been published and will give you an update.
Regards,
**** *.Customer response
09/27/2021
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 and the matter has been resolved.
Sincerely,
***** *****
Initial Complaint
06/02/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This dealership has had our vehicle for about two months and they were awaiting a part which came in some time ago. They have not contacted us nor have they installed the part. We have also ordered two other vehicles from this dealership which we have not been given any notice as to their delivery or any updates or communication from their offices.Business response
06/03/2021
John K******, Owner Loyalty Manager for Koeppel Ford, spoke with *** ********** on Thursday, June 3rd, 2021. Mr. K****** will be the main point of contact moving forward and will be updating *** ********** on service/sales updates. Mr. K****** can be reached at ***************************** ###-###-####
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Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.