Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my car almost 30 days ago when the expectation of an only taking three days plus whatever Repair now it has officially been 23 days over the last few weeks, the communication has been so poor calling every day everyone telling me theres nothing in the computer. Or they dont see anything for me They had no update for me and honestly made me feel like they forgot about my car then when I finally called today, theyre telling me theyre gonna need another few days at this point. Im not even sure when its gonna be done. This has caused me so much stress and anxiety. The unexpected length of time has really affected me mentally Today was finally my breaking point and I finally had to cry about it.

  Business Response

  Date: 06/23/2025

  The customer understands the vehicle will be completed very soon.  The miscommunication was based on the customers assumption that her father had authorized the repairs.  The authorization was not received until the 10th of June.  We are actively working on getting the vehicle completed as I type.

  J ******
  Masheter Ford

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/18/24 I paid a repair for a leak. I obtained my car back after the dealership was supposed to fix my leak and I saw the same leak happening in a matter of 4 days after 12/18/24. I took the car back into the shop and they said there were no issues with the parts they installed but there is a leak with the ac compressor and another with motor mount. they said since their work wasn't on those parts I would have to paid about $1,500 more for them to now fix these parts??? I paid over $5k for a leak and the same leak is still occurring and now 2 additional leaks happening? I need a refund because I would of never fixed my car if knowing it had all these issues, I would saved my money for a trade in and buying a new car.

  Business Response

  Date: 01/14/2025

  We are actively reaching out to client to resolve the issue.  We appreciate the client has a difficult situation with an older unit with higher miles.  The work performed and the service provided was excellent.  However, a secondary concern revealed itself after correcting the core issue, and in such an instance we appreciate the client's frustration.  The service manager emailed him this morning to resolve the issue, and I believe that as long as all parties agree then we will be repairing the secondary issue for the client at minimal and possibly no charge.  Will follow up again when issue is fully resolved.

  J ******

  Masheter Ford

  Customer Answer

  Date: 01/22/2025

  I attached the details of the orginal invoice and parts and labor. This was a mistake diagnosis on source of the leak which was also stated in the email chains attached from before. I would like my labor charges reimbursement from that at $2,384.00 as well as the actual source of issue fixed appropriately free of charge. 

  Business Response

  Date: 01/30/2025

  I have responded to the counter offer again offering to repair/replace the mounts in question.  *** does not agree that work was unnecessary in any way.  The car is heavily stained by coolant.  We are not interested in refunding monies and again will at zero cost address the mount problem!

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

  GM

  Masheter Ford

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was involved in an accident on July 3, 2023. I took it to Masheter for repairs, since that is where I purchased the car. It is still not completely repaired. I have been told multiple lies about when the work was supposed to be completed. I have made over 50 phone calls to Masheter regarding this. Most recently, I was accused by the dealership of not responding to calls from them regarding finishing the repairs. This was absolutely untrue. Also, in the course of repairs, they broke a bolt installing a new engine. My insurance company refused to pay for a rental after that, saying it was Masheter's negligence. Because of that, I was out of pocket for an additional month of a rental car. I still have body damage to the car that has not been repaired, and have to take it in for a 3rd time since it was supposedly finished, due to now a check engine light. They are also telling me that to fix the body damage that they should have already fixed, will take 3 days, and no loaner cars are available. They also promised multiple times to send documentation to the insurance company about when they broke the bolt, so I could possibly recoup a little of that out of pocket rental cost. They have not done this either. They have told multiple lies about this in the last 8 months.

  Business Response

  Date: 03/19/2024

  I will have this issue addressed immediately.  I want to sincerely apologize for the events as they have unfolded.

  ****** ****** 

  Customer Answer

  Date: 03/28/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  ###-###-####

  *******, ***** 21416304

  Dick Masheter Ford, Inc.

  Mar 28, 2024 12:06 PM

  
  

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My truck has been at Dick Masheter Ford for over two months now. The first month was a challenge getting the warranty and the dealer on the same page to get the repairs covered. Once that was done i was told it would take three weeks to complete the repairs. I wait the three weeks with no updates, so I call three weeks later and I’m told they haven’t started the repairs and can’t tell when they would. I escalate to the service manager and he says the repairs would begin last Monday, and he would call to let me know that repairs have been started. I don’t hear from him Monday, so I call to check Tuesday and I’m told additional repairs are needed, and yet they hadn’t reached out to me or the warranty company and let my truck sit for 2 additional days. I check with the warranty and discover the additional repairs aren’t covered so I call them the next day to make sure they’re aware, and I’m told they still hadn’t contacted the warranty. I’m sure this happened multiple times with them just leaving my vehicle sitting because they don’t know what to do with it and they won’t reach out to me. I have had to place over 15 calls to this dealer to get the repairs started, and they have called me a total of 3 times.

  Business Response

  Date: 01/31/2024

  Customer has picked up vehicle with all authorized repairs having been performed.  As I understand it, the customer declined all associated work that was not covered by his warranty or service contract.  I apologize for the delay in work being completed as we constantly encounter challenges involving parts and workload.  I hope the customer is currently satisfied with the work that was authorized for repair.

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

  GM 

  Dick Masheter Ford

  Business Response

  Date: 01/31/2024

  Customer has picked up vehicle with all authorized repairs having been performed.  As I understand it, the customer declined all associated work that was not covered by his warranty or service contract.  I apologize for the delay in work being completed as we constantly encounter challenges involving parts and workload.  I hope the customer is currently satisfied with the work that was authorized for repair.

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

  GM 

  Dick Masheter Ford

  Customer Answer

  Date: 02/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21168077
  
  
  
  I am rejecting this response because: 
  I’m not happy with the quality of service I received. I was given 4 different finish dates for me to pick up my vehicle and each time the work hadn’t been completed and both the service advisor **** and the service manager **** wouldn’t give me an acceptable answer as to why my vehicle wasn’t repaired. My vehicle sat at the dealership from November 7th until January 26th. I understand there were difficulties with the warranty getting repairs covered, but the work was approved in early December, and it still took another 6 weeks to receive my vehicle. After the first 4 weeks of no progress being made on my vehicle I was told it would need new exhaust manifolds which costs an extra $2500. When I asked why this wasn’t diagnosed in the first place I wasn’t given a satisfactory answer and was told the warrantied work wouldn’t be completed without this work as well. So I was forced to accept this expense and told **** to complete the work. When I went to pick up my truck, I was told it would be completed by end of business hours on the 25, or early on the 26th. I arrived at the dealer at 11:30 to pick up my truck and was forced to wait for over 2 hours because despite the physical work being finished, **** had not been maintaining the bill for the work and took over 2 hours to finalize the bill between me and the warranty. When I finally was able to pay and receive my truck, there were dirty hand prints on the driver side door and all of the tires were low on air pressure from sitting so long. 
  
  Regards,
  
  
  
  ****** *******

  Customer Answer

  Date: 02/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21168077
  
  
  
  I am rejecting this response because: 
  I’m not happy with the quality of service I received. I was given 4 different finish dates for me to pick up my vehicle and each time the work hadn’t been completed and both the service advisor **** and the service manager **** wouldn’t give me an acceptable answer as to why my vehicle wasn’t repaired. My vehicle sat at the dealership from November 7th until January 26th. I understand there were difficulties with the warranty getting repairs covered, but the work was approved in early December, and it still took another 6 weeks to receive my vehicle. After the first 4 weeks of no progress being made on my vehicle I was told it would need new exhaust manifolds which costs an extra $2500. When I asked why this wasn’t diagnosed in the first place I wasn’t given a satisfactory answer and was told the warrantied work wouldn’t be completed without this work as well. So I was forced to accept this expense and told **** to complete the work. When I went to pick up my truck, I was told it would be completed by end of business hours on the 25, or early on the 26th. I arrived at the dealer at 11:30 to pick up my truck and was forced to wait for over 2 hours because despite the physical work being finished, **** had not been maintaining the bill for the work and took over 2 hours to finalize the bill between me and the warranty. When I finally was able to pay and receive my truck, there were dirty hand prints on the driver side door and all of the tires were low on air pressure from sitting so long. 
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:12/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Against Dick Masheter Ford, Inc. for Breach of Contract and Poor Customer Service
  
  I am writing to formally lodge a complaint against Dick Masheter Ford, Inc. regarding a breach of contract and subsequent poor customer service, including potential discriminatory behavior.
  
  Details of the Transaction:
  
  Date of Purchase: September 30, 2023
  Product Purchased: 2023 Ford Maverick
  Total Cost: $31,583.06
  Finance Charges: $235 (to be prepaid by the dealer as per agreement)
  Nature of the Complaint:
  
  Breach of Contract: The agreement signed at the point of sale included a clause where Dick Masheter Ford, Inc. agreed to prepay the finance charges associated with the loan, amounting to $235. This was a key component of our agreement and influenced my decision to proceed with the purchase.
  
  Unfulfilled Agreement: Despite the agreement, Huntington Bank has charged me the finance charges of $235. When approached, Huntington Bank refused to remove these charges, indicating that the dealer did not fulfill their commitment as per our contract.
  
  Failed Resolution Attempts: On December 14, 2023, I contacted Dick Masheter Ford, Inc. to resolve this matter. Unfortunately, the response from *** ******* was not only unhelpful but also marked by extreme rudeness and hostility. There was an undercurrent in the conversation that I perceived as potentially racist, further exacerbating my distress in this matter.
  
  Requested Resolution:
  Immediate Reimbursement: I seek an immediate reimbursement of the $235, which was supposed to be prepaid by Dick Masheter Ford, Inc.
  
  
  Conclusion:
  This experience has been distressing and disappointing. The failure to honor a written agreement and the subsequent customer service experience are unacceptable. I trust that the Better Business Bureau will assist in resolving this matter efficiently.
  
  Thank you for your attention to this matter. I look forward to a prompt and fair resolution.
  
  Sincerely,

  Business Response

  Date: 01/02/2024

  I have reviewed the transaction and on the we owe form there is absolutely no mention of any refund due to the customer for a prepaid finance charge.  The form explicitly states that nothing is owed and is signed by our representative and the customer.  I unfortunately can not refund any monies as we fulfilled our agreement in every way.  I apologize if the customer felt mistreated by our finance team, and I assume he spoke with *** ***** as I do not have an employee named *** *******.  
  sincerely,

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

  Customer Answer

  Date: 01/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21048124
  
  
  
  I am rejecting this response because: the business is refusing to honor the contract. I signed a loan agreement for $31,583.06, which included a prepaid finance charge credit of $250 to be paid by the dealer. The loan amount that is agreed to is not what is reflected at the Huntington Bank. The loan amount turned our to be $31,818.06. The dealer needs to correct this issue, I agree to a loan of $31,583.06 NOT $31,818.06.
  
  
  
  Regards,
  
  
  
  ***** ********

  Business Response

  Date: 01/11/2024

  Please see the line entitled "Principal amount of this loan" on the document provided and signed by the customer. 

  Customer Answer

  Date: 01/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21048124
  
  
  
  I am rejecting this response because: I agreed to a loan of $31,583.06 that include a prepaid finance charges provided by the dealership. the dealership needs to fulfil its promise on the loan amount and prepaid finance charges. 

  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for diagnostic told bad water pump to fix would be $760 after two weeks was called and told job is additional $870 something. Went to dealership talked to manager and was told would do work for $760 only to call to check on car November 14, 2023 car was not touched. told to come get car. After going to sign agreement the called 11/15/23 dealer towed car home dead and still not fixed.

  Business Response

  Date: 12/07/2023

  I apologize for any misunderstanding and or miscommunication but we have no record of any authorization of the repairs.  To avoid confusion we require a hand written authorization or a digital signature in the form of a text or email authorizing the repairs and approving the estimate.  Neither was provided to Masheter Ford, the service advisor involved suggested that the customer was in a holding pattern waiting to assemble funds for repair.  I never like any customer to feel unsatisfied but we never worked on the car as we were not told to, and I have researched and no diagnostic fee appears to have been collected.  I will refund that money if customer can show me when and how that was paid to Masheter Ford.

  warmly,

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

  Customer Answer

  Date: 12/29/2023

  BBB transcribed from handwritten letter received via US Mail:

  Reject Business Response:

  The Whitehall Police escorted me (******* ******) into the dealership November 14th 2023 (Date maybe a day off) in order to assist myself in getting the matter at hand (getting my 2009Fford Taurus fixed). At that time I signed a paper to get my car fixed but got a call the next day Nov. 15 2023 stating the manager spoke to the "higher ups" and decided to NOT do business with me. Because he (the manager) "heard" me say I was not going to pay for the repairs. Which made no sense since they have my home address & car keys. Truth is the office manager agreed to a price - the actual mechanic did not want to do the repairs for the price didn't match the work perio6 hr break down). So it was a "in house" problem not mine (the customers) fault. 

  I have a copy (that I'll send) showing proof of the agreed diagnostic (PAID IN FULL) and work to honor the quote first given early September @ $760.00. Only to have driven car up to dealership and they towed my car to my home (dead battery) after have my car for 2 months.

  Business Response

  Date: 01/03/2024

  The customer never approved the work, suggested that they needed time to aggregate funds and thus we removed the vehicle from the dealership after it was clear that we had not been told to perform the repairs…..we did not collect money from customer, and it would have been reasonable for us to have requested money for storage as the car was left on our property for 2 months.  I do not have any more to add as this is a situation that frustrates customers and businesses alike.  
  ****** ******

  Dick Masheter Ford

  Customer Answer

  Date: 01/16/2024

  Reject Business Response

  I NEVER took my vehicle any where to have any one hold it until I "got" they money to fix my car. I took my vehicle BACK to start my car to be repaired.

  Frustration is only the tip for me. I check on my car and the dealership claimed to be behind stacked with other cars.

  I have two video recordings where you can hear the entire conversation I had with Quick Lanes ****** and manager.

  I approved repairs for $760. I am a law abiding citizen, homeowner since I was 23 yrs old, bought a brand new H3 @ 25 yrs old.

  The lies have to stop and simply pay me $2,000 for my repairs, diagnostic fee and wasted time. O I'll see you all in court.

  Ms. ******* L ******

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my RV to the dealership approximately 3 months ago for a Diagnostic and the Diagnostic was never performed. The actual cause of my engine problem was never identified.
  
  I have been attempting to retrieve the RV for 1 week and I was told that thekey had been lost for some time and the Dealership is delaying the process of replacing the key.
  
  I simply want a new key to have the vehicle towed away.

  Business Response

  Date: 10/27/2023

  I am currently working with Cole to resolve this issue.  I apologize for the inconvenience experienced by the customer.

  * *****

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5 years ago I purchased a new Ford Escape from Masheter Ford. One of the incentives was a promise of lifetime oil and filter changes for just $5.00. For the last 5 years (10 oil changes) Masheter honored the agreement.
  
  But today after my semiannual oil change they added a surcharge of $3.07 which they billed as “shop supplies”. I received NOTHING but the oil and oil filter. There was no prior estimate or forewarning that they would no longer honor the agreement for the lifetime $5.00 oil changes.
  
  I talked to a person who identified himself as “****” who said in effect that that was the new price. Admittedly it is a good deal but not what was agreed on when I spent many thousands for the car which I could have bought elsewhere (and will in the future).
  
  I was told that “****” was the highest ranking person at the dealership.

  Business Response

  Date: 10/30/2023

  I am so sorry that there was a misunderstanding followed by a less than ideal handling of the situation.  I will gladly honor the $5 oil change for a loyal customer.  En lieu of refunding the $3, I would propose that his next oil change is on me.

  J ******

  Customer Answer

  Date: 10/31/2023

  [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 accept the business's response to resolve this complaint.

  I do hope that their records will indicate their response when I go for my next oil change which will be in about 6 months.

  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was totaled on 3/23/2023. Because of that my insurance has to pay it off or at least most of it and my warranty insurances had to be cancelled through American financial. American financial noticed my dealership on 5/23/2023 that my Gap insurance had been paid and my warranty overpayment needed to be sent to whomever I was financing my vehicle through, which was Kemba credit union. I spoke with ***** at Dick Masheter ford on 7/14/2023 I believe and asked why the payment hasn’t been sent yet and he apologized said it would take a week. On 8/15/2023 I saw I still had a balance with Kemba and called again and spoke with *****. He apologized again and said the check was never cashed and he didn’t know where it was at. They were going to stop payment and overnight the check. My vehicle is still not paid off and Kemba still haven’t received the check and it’s 8/22/2023. I want my car that I no longer have that is effecting my credit report every month paid

  Business Response

  Date: 08/23/2023

  The service contract cancelation check was sent originally on 6/12/23 and we discovered on 8/15 upon being contacted by the client that the check was never cashed.  We reissued a check and sent it to Kemba again on 8/15.  If the check is not cashed by Friday, we will reissue and hand deliver it.  I am sorry as there have been more issues in the last 2 years than my first 20 years with the Mail!
  

  
  

  Customer Answer

  Date: 08/24/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20508969
  
  
  
  I am rejecting this response because: They’re using the mailing system as a reason why this hasn’t been paid! That would be fine if it hadn’t been months! Then on 8/15/2023 ***** said it would be Overnighted. I don’t know if they know what that means but, it means Kemba should have received it on 8/16/2023. On top of that the response was if Kemba doesn’t receive it in week from the day they claim they sent it, they would personally take it to them. It’s now 8/24/2023! They still don’t have it. Maybe if it was their credit report that was being affected, they would care a lot more!
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 08/30/2023

  Kimball has cashed the check.  Please advise customer of this development, any documentation requested can be made readily available

  J ******

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 30, 2023
  RECEIVED AUG 0 1 2023,
  Better Business Bureau of Central Ohio 1169 Dublin Road
  Columbus, Ohio 43215-1005
  Ohio Attorney General
  Rhodes State Office Tower
  30 E. Broad Street-14th Floor
  Columbus, Ohio 43215
  Reference:
  Dick Masheter Ford Service Department
  1090 N. Hamilton Road
  Columbus, Ohio 43227
  On March 20, 2023, I called Quick Lane at Dick Masheter Ford, spoke to **** and told him what was going on with our 2014 Ford Flex and that was, the heater was taking a very long time before actually getting heat inside the car. **** instructed me to come to Quick Lane and at that time would be determined 'if' the car would need to go in for service. The next day I was at Quick Lane @8:00 a.m. Not knowing if this would be a simple fix, assuming the diagnostic would be done at Quick Lane, I said I'd wait. That wasn't the case, **** told me my car would have to taken to their Service Department and I was given a ride home.
  The next day **** called, told me the water pump needed to be replaced. He quoted the following price quotes: 12 hours labor @$149.00/hr., parts $575.00, diagnostic $149.00 for a total of $2,512.00 + tax.
  I called **** back in a couple of days to check on the progress of the work on my car. I was told that since I didn't schedule service on the car, those already scheduled (for service) would have their work done before me. We currently do not have a 2nd car and I mentioned that to ****. I then had to make arrangements through ********** Rental to rent a car.
  On Monday 3/27, (seven days later), I called Dick Masheter (again) to check the status of the car - was told since it takes 'twelve hours of labor for the repair', the technicians will need to see when someone can work in those amount of hours and get our car done, meaning they still didn't schedule.
  When I called the dealership again around 3/30 (nine days later) and spoke to ****. I was told our car would be ready Monday, 4/3 (fourteen days later) or Tuesday 4/4 (fifteen days later). I called on 4/4 and asked for the Service Manager this time. He said, I don't know why you were given those dates that because the parts just came in Saturday (4/1). Another example of miscommunication from **** which reflected our car had yet to even be scheduled for the needed 12 hours labor indicated on their invoice.
  Excuse after excuse, delays – days went by to weeks! Our car was in the shop for a total of 'twenty-one* calendar days and it's unacceptable.
  Reference:
  Dick Masheter Ford Service Department 1090 N. Hamilton Road
  Columbus, Ohio 43227
  Page 2.
  When I called again on Thursday 4/6 (17 days later) and spoke to the Service Manager (name) to check on the progress, I was told if all goes well with the installation, the car would be ready Friday 4/7 (18 days later).
  Called Friday and **** told me, well, someone hit a pole and they were without power for several hours so it might not be ready by end of day. Called back late afternoon and **** said remember I told you we were without power for several hours. At that point I told her, please advise the proper person, I will be up to pick up my car Monday morning 4/10 (21 days later)!
  At noon, we were about to leave home to get our car when **** (from Quick Lane) called to say our car was ready to be picked up.
  When I got there, I was given a bill for $900+ more then the quoted price of $2500! When I questioned **** about it he said the additional cost was for the replacing the axle seal. I did 'not' say anything about replacing an axle seal when I brought the car in. The quote I was given was $2500!! He said he was going to the next building to talk with the Service Manager and would be right back. When he came back he said the $900+ charge was removed. Contrary to what their paperwork indicated, I never authorized any additional repairs, verbal or written. Again, the only reason I brought the car in was to find out why it was taking the heater so long to heat.
  Had the Service Department been up front and honest from the beginning and told me it would take that amount of time, I would have taken my car elsewhere. OUR CAR SAT AT THEIR LOT FROM 3/21-4/1 (18 DAYS) AND HADN'T BEEN TOUCHED. During all this time, we're paying for a rental car. Total charges for the rental car during the time our car was in for repair was $1,050.72.
  In summary, did the Service Department feel they could tell me anything just to pacify me and I wouldn't question the length of time it took to even get on their schedule and then make the repairs? On top of that, they performed an 'unauthorized' repair and listed it as 'per the customer's request' (see attached).
  For all the inconvenience, (suspect) age discrimination, lack of customer service and concern, miscommunications on Dick Masheter's part and the run-around I received, my husband and I are requesting Dick Masheter reimburse us for the total amount of the rental car while our car was in their possession ($1,050.00), copy attached, as well as the total amount of the bill to be prorated at 25% ($625), refunded to us.
  I'm a 74 year old woman who feels she was definitely taken advantage of. Was this some sort of a scam? What if I hadn't questioned the additional 'unauthorized' charges (nearly $1,000) and paid it? It's
  wrong.
  Reference:
  Dick Masheter Ford Service Department 1090 N. Hamilton Road
  Columbus, Ohio 43227
  Page 3.
  We strongly feel justified requesting a total reimbursement of $1,675.00 from Dick Masheter Ford. We waited this amount of time (to bring this matter to your attention) purposely to make sure our car's heating/cooling system continued to run properly and wouldn't require a return visit to their Service Department.
  We are not comfortable recommending Dick Masheter Service Department to any of our friends, relatives or business associates.

  Business Response

  Date: 08/08/2023

  I am very sorry that the experience was less than ideal.  As I understand it, the monies collected were in line with the estimate agreed to, the customer received a $900 benefit at no charge as our organization mistakenly changed the part without an obvious customer approval.  I hope the vehicle is running well now ND it should provide peace of mind that there will be no impending Axle seal repair required.  Again, I apologize that the work was not able to be completed more quickly and in the future I am offering for the client to deal directly with myself.  I do not feel compelled to reimburse the cost of rental as policies covering rental are offered at time of sale, through insurance companies or a variety of sources and it is not our responsibility to provide a benefit for free when a customer has voluntarily elected not to pay for said protection.

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

  GM Dick Masheter Ford

  Customer Answer

  Date: 08/16/2023

  No reason was given as to why our car took 21 days to complete this work, just an I'm sorry the work was not able to be completed more quickly. We continue to contend that a rental car would not have been necessary anywhere near this length of time had Dick Masheter not been at fault for having our car so long. We still feel we should be compensated for that inconvenience.