ComplaintsforJames Hodge Ford Lincoln Mercury Inc.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took 2011 Ford Edge to service department mid January with brake issues: not always stopping the vehicle, sometimes having lots of braking power sometimes none-brake pedal would go to the floor with little braking power, engine: losing power and turning off while idling in traffic and an "air noise" coming from under the hood. ***** said it could be the hose associated with both the engine and brakes. The third issue was the dash lights would go out periodically while driving then after a few seconds or minutes return to normal. ***** scheduled the first available service appointment as February 15, 2022 , 8am. I dropped off the vehicle February 14, 2022 at 4pm. On February 17,2022 having not heard from anyone I called. ******* said she couldn't say anything about my car as she was only employed a few days and had been instructed never to give out info. She took my phone # and said I'd be contacted. I wasn't. I called back February 18, 2022 and spoke with a different lady. I explained the issues-no call backs, no diagnosis, no update, I had to have a vehicle for work on Sunday, that I was 72, and lived alone. No info, called Saturday 19th, no answer. I borrowed a car for Sunday 20th. Monday 2/21/2022 I called again, by Afternoon, I was told it hadn't yet been worked on, but Tuesday February 22, it would be the first one in the bay. That day I spoke with ***** then ***** who I asked to make certain the Service Mgr. ************* retuned my phone call regarding these issues. He did not. Today is Thursday, February 24, 2022 10:50am. No one has called, texted or emailed me regarding my car and the servicing of the engine and brakes from February 15, 2022. Again, I need my car. I must have a vehicle to get me to work and to get to a pharmacy for overdue medications. I live alone and must have transportation. Thank you.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/02) */ ********************************************************************************************************************** The service advisor responsible for handling the repair order for Ms. ************ has been in contact daily. Unfortunately, there has been a part delay. The Service Advisor has been instructed to continue daily contact with customer. Consumer Response /* (3000, 7, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The original issues as stated in my complaint have not been addressed by this dealership. My car was droped off February 14, 2022 between 3- 4pm. It was not looked at until February 25 after I had made numerous phone calls. left messages on several different days, had spoken with *****, ***** in the service department, ***** and **** in sales plus ******* and 1 other in customer service. I know this because on February 17/18 ***** told mentioned hadn't been looked at. For another full week I made calls again and again, left messages at xt 1010 & 1014 as told to do.. It wasn't until I filed this complaint and told the General Manager, ********* at 11:20 I'd involved the BBB and filed a complaint; and, specifically told him my car had been on his lot for approximately 11 days without being serviced, that ***** said he had no explanations, nor did he have any idea when it would be looked at OR repaired. I asked the GM on February 25th the same questions. He responded he had 162 reasons: people sick, phone system issues to name two-- even though I'd spoken to at minimum 7 employees in 3 departments none of whom bothered to escalate my concerns or contact department management on my behalf. I also explained to GM ********* I'd been promised the car to be returned to my drive upon completion. I also told him I needed a 'loaner' to geto/from work, that I was unable to get to Dr appointments in both Tulsa and Muskogee as well as my work place in Eufaula. I stated in this complaint that I wanted adjustments on parts/labor which I was told on 25th by ***** would be $1100 (approx), 1 part was ordered from Dallas, expected Monday February 28th. March 1st, ***** called 11:40 to report "everything came in but 1 part--it should be in 3/2/2022, ******, technician "pushed it back until tomorrow". That would have been Wednesday March 3rd. ******* left voicemail Thursday, March 4th, 3:02 " your vehicle is ready.". I expect each item requested in this complaint to be addressed: my vehicle was kept 17 days for a maintenance repair which took 2 days. No work or repair or diagnostic evaluation was done for the first 12 days. And, no communication was made to address this delay; not even when I made many attempts. I insist on a substantial reduction in $1100+ bill, additional compensation for transportation costs and the vehicle to be brought to my home in 24hrs or further compensation for my getting to the lot to pick it up myself. Thank you. Business Response /* (4000, 9, 2022/03/11) */ We strive to make all our customers satisfied and happy. We obviously missed the mark with this customer. Instead of reminding everyone about the unusual circumstances, reasons for delays, and disruptions right now, I would rather apologize sincerely. We have had some very tough challenges that affected her as well as others. I know that this customer is elderly and needs her vehicle. We understand that a customer's car is part of their security and stability. We understand that it is a priority to get things fixed as fast and efficiently as possible. In her case there was a longer delay than normal because of delayed jobs that came in before hers. With todays challenges it is hard for customers to understand the challenges involved, and we get that. While it took much longer than she or us wanted, we did get the desired service taken care of and fixed properly. We delivered her vehicle back to her front door for her convenience. We also deducted just over 20% from her total bill as part of a sincere apology. We will continue to work through this challenging time to create a better and timelier outcome for our valued customers. While this customer has accepted our discount but not our apology, we hope that she will give us an opportunity in the future to overserve her and her automotive needs. She is important to us, and I would like another opportunity to make it up to her and show her an improved process.

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