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:10/25/2024

  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.

  Rear brakes and resurface rotors/drums. Charged $550 or told would not pass inspection. Two weeks later I received a coupon for the same service for $250. Was told that was for future *************** expires 12-31-24. Brakes on rear axle are usually good for 60k miles. Service manager has a problem with me and is ripping off repeat customers. Because I questioned the amount and services. Had breaks there supposedly changed in the past and billed for them. Took to an independent mechanic to be told they did replace the breaks at all. I returned to have them replaced. I tried speaking with business owner this and last time only to be ignored!

  Business Response

  Date: 11/05/2024

       Mr. ********* brought his vehicle to our facility for a waiting PA State Safety Inspection and PA Emission tests.  He was informed that his vehicle passed the Emission test but failed the Safety Inspection for Rear Rotors and worn Rear brakes.  We are not in the practice of breaking nor bending the rules and regulations of PA Safety Inspections and informed him that it would need to be corrected in order to apply the Pass sticker to the vehicle.  Our Advisor quoted the repairs and Mr. ********* authorized the replacement of the Rear Brakes and Rear Rotors.  The quote was at our regular pricing for the Replacement of the Rear Brakes, which included the Brake Pads and labor to either resurface or replace the Rear Rotors but does not include the actual price of the Rear Rotors.  The authorized repairs were made and Mr. ********* paid and left with new Stickers applied to his vehicle.  The parts from the repairs were retained in excess of five days and Mr. ********* did not return for them.  We are not aware of any Brake coupons showing our business name and no coupons were presented at the time of Service.
       I had no direct contact with Mr. ********** at the time of his Service, and he was attended to by one of our Service Advisors.  His visit was inconsequential until, despite a message on his invoice offering to assist with any concerns by contacting management, he left a poor survey with the manufacturers survey system.  At that time, I reviewed Mr. ********** history and the repairs, with intent to contact him and found that he had told the Service Advisor that he is going to Deck the Service Manager.  Not wanting to create a conflict, I did not respond to Mr. ********* about his concerns and felt personally threatened and confused about why he would say such a thing.
       Our past experience is that Mr. ********* is often belligerent when he comes to our facility. However, we treat him with kindness and respect and provide services, as we do for all of our customers. 

  Customer Answer

  Date: 11/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22472767
  
  I am rejecting this response because:
  
  Please see attached.
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/12/2024

  As previously stated, Mr. ********* did not present the advertisement at the time of Service and the advertisement was an error on our Advertisement Companys part.  We take full responsibility for the error and will be sending a check to Mr. ********* for $45.00 + Tax ($47.70), which is the difference of what Mr. ********* was charged for that particular service, at normal pricing, and the advertised brake special.  However, both the advertised special and normal pricing do not include replacement of the rotors and the price of the rotors and we did not charge labor to replace in lieu of the labor to machine.
  I feel that this dilemma could have been easily avoided by Mr. ********** simply bringing the advertisement to the attention of Service Management. 

  Customer Answer

  Date: 11/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22472767
  
  I am rejecting this response because:
  The attached invoice shows the rotors were not replaced but resurfaced, which is a huge difference in pricing!. This dealership needs to be more responsive to repeat customers! I am asking for a $300 refund as I showed with the coupon! For my troubles I should ask for a total refund of all service charges but will accept a $300 refund with in 7 business days!
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/19/2024

  It would seem that Mr. ********* is confused with his rejection of our Good Faith ******* We are under no obligation to honor an advertisement that did not exist at the time of Mr. ********** visit to our facility.  Mr. ********* was informed that he was in need of brakes and rotors and he authorized the Service and Rotors.  As it shows on his Invoice, that he is presenting, Mr. ********* paid for a ************* with pads on repair line D and two Rotors on repair line E, all at normal and reasonable pricing, with no labor charge for the installation of the Rotors.  Mr. ********** attempt to use the BBB to extort funds from our company with inaccurate information and false statements is shameful. If the BBB would like to contact us, for more information, we can be reached at the number listed at the bottom of the final page of Mr.********** Invoice where he clearly ignored it.

  Customer Answer

  Date: 11/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22472767
  
  I am rejecting this response because:
  
  They continue to claim that they replaced the rotors. As they noted in their last response! The invoice clearly states they were resurfaced not replaced, which is a huge price difference! In taking my other vehicle to a local independent mechanic he told me that his business has increased because of other customers complaining about the ********************** dealership! No one is trying to extort anything just expecting quality and fairness from a business which obviously doesnt exist at redhill ford!
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 11/22/2024

  Invoice clearly states that the resurfaced the rotors not replace them yet they charge me a total of $550 for their brake repair and there was a coupon that I added previously showing that they were 250. Sans **** of ******** thats not offer fair pricing the coupon was presented as they claimed that there was no such coupon with their business name on it, which was established in one of our previous photos. I am requesting the difference back from the 550 to the $250 that the coupon represented which would be a $300 total. Sansford did not tell you that I have been taking my vehicles there for 14 years for service and yet several times theres been some shady deals through the service manager where he tried to pass off jobs being completed yet when was taken to an independent mechanic in the area found out the brakes were not repaired or replaced on a previous vehicle in years past so this is again showing what kind of dealership they are! Unfortunately, they are only and the biggest repair and service stations around here so thats why a lot of people use them but talking to some of the smaller guys are finding out that more people are finding and not being happy with the service being provided because of a man who has a bad attitude!

• Initial Complaint

  Date:07/22/2024

  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.

  Date of accident 12/12/23 On or about 12/13/2023 I took my car to shop for repairs my insurance paid out ******** for my damages. My car was there for quite sometimes. Was promised a deliver date by *********************** a week or no longer then two at the most that did not happen. When picking up my car on 2/16 2024 picked up my car on that Friday in the evening. My car was very dirty my trunk had my stuff all over the place, my license plate was broken and was not put back on my front as they got it that way. So now I have to pay to have to holes drilled back in again and purchase a new frame plate and pay to have the door panel fixed. I payed to have my car cleaned inwhich the shop did not pay me for. Upon bringing my car to the shop my door panel was not cracked. The shop had to take my front door panel off to do my repairs **** and *** stated. I called **** *******, *** and ***** on numerous occasions about these matters and was giving the run around. I talked to ***** Sands the owner on the phone stated possibly I damaged my door during the accident that cant be so because the accident was in December and if that was the case they would of put in a claim for the damages for my door panel if was damaged caused by accident. picture they sent shows when I brang in my car my door panel was fine. I sent him the damage door panel when I got my car back. I sent him a bill for my repairs and I like to compensated for everything now.

  Business Response

  Date: 08/01/2024

  On December 13th, 2023, ************************* Dropped her 2012 scion xb off to sands collision center for repairs. After receiving authorization for us to begin repair to said vehicle we take photos of all damage. During the process of taking the photos we noted the driver's side front door interior panel was damaged. After repairs where completed ************************* picked up her vehicle on February 16th 2024. (there was no mention from her that the damaged door panel was something of concern). On May 23rd, 2024, i started receiving emails from ************************* demanding we write her a check for a new driver side door panel. (3 months from when she picked up here vehicle) At this time Sands **************** is taking no financial responsibility for the damaged door panel on the ************************* Vehicle. 

• Initial Complaint

  Date:09/12/2022

  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.

  Brought car in to Sands **** in Red Hill PA for minor sound coming from steering wheel. Was told it was the sway bar and was charged $600. Car fully inspected and was told everything was running smooth. The same day, the noise at the wheel made a louder noise. Took it to be looked at and was told it was the bushels but driving is still safe and no repair needed. I decided to pay $500 for the bushel to be replaced anyway because I didn't think it was safe. The steering continued to make noise and had thumping at the wheel. Was told it was improper placement of the bushel and had it replaced. The car engine and traction light is now on caused by the same issue. Am now being told that its a different issue. I'm very disatisfied with service and am being taken advantage of. I'm very concerned for my safety after having my car serviced at this business. Would like my car fixed. Car is always serviced and never had this ongoing issue which gets worst after being serviced at Sands ****.

  Business Response

  Date: 10/25/2022

  Response to Complaint # ********

   

  Please be advised that ****************** came to our facility on 7/18/22, with her 2011 ****** ******, with 109422 miles, for a concern with a noise from under the vehicle.  We found Loose Sway Bar End links and since the sway bar end links were needed for PA State Inspection, she authorized them to be replaced.  She returned with 109654 miles and the noise had persisted.  We traced the noise to the strut plates and quoted the repair.  During repair one of the struts cracked but we replaced it and the strut plates and were able to do so, within quote.  Again the noise persisted but had transferred to the other side of the vehicle.  At no charge to the customer, we replaced the other strut.  The vehicle was driven and the noise, in question, to the best of our knowledge, did not return.  She did return with new concerns with her vehicle and declined any repairs for those and was not charged for diagnostics for a "Check Engine Light" and a new noise from the vehicles steering rack.  We did explain that as vehicles age, they accumulate noises and problems and that we cannot make any warranties on future concerns with the vehicle but only the repairs that were made have a 12/12 warranty and would need to be brought to our attention.
  

   

  Any further questions, please contact me directly.

   

  Regards,

   

           Kevin P*********

            Service Manager

            ***********

  ****************@sandsautogroup.com