ComplaintsforJohnson Sewell Ford Lincoln, LLC

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We dropped off our vehicle for a warranty repair for the second time in 12/2023, previously "fixed" by Johnson sewell which was initially refused. Bartered with them for 4 months (between dealer and **** corporate), with no avail. We got quoted almost 5k for a problem they swore up and down was not covered under warranty. Erased records of our previous repair there and coincidentally Noone that dealt with it a year ago still was employed at this dealer. We also have voice recordings of admissions of fault and lack of repair. In the 4 months it was there, we Never got a call back from the manager or owner, they also refused to send pictures of what they claimed was wrong with the vehicle. While it was there, it endured massive hail damage (due to their actions)that they also refuse to fix and claim its an act of god-but verified they'd fix other vehicles there. After April almost passed they started to threaten to tow the vehicle on top of still refusing warranty work. We ended up shoveling out 1300 dollars to get the truck back that is STILL broken, and towed it immediately to a local repair shop. They took a look at the truck, and were shocked to hear the criminals at ************* charged us what they did- for only removing a valve cover. That is a 15 minute process. Nothing that would coat the extent of 1300. The new shop also was able to break everything down and pinpoint the overall problems it currently has due to a lack of knowledge and lack of finishing the job correctly by ************* in the first place. This place is a disgrace, and it's insane that they're still in business with these shady unethical people and practices.

  Business response

  04/26/2024

  Vehicle was here waiting for 4 months for the customer to supply needed maintenance records.  **** customer service agent as well as staff from our dealership reached out numerous times requesting these documents so we could get the concern covered by the factory warranty.  Vehicle was here during a hailstorm.  Our insurance does not cover customer vehicles damaged on our lot due to things outside our control like a hailstorm or any other incident created by Mother Nature.  We have recorded phone calls with customer approving the $1,300 for teardown to inspect under the valve cover and the internals of the engine.  We have documentation from **** as well as all calls with the customer recorded.   Please let us know of anything needed further from us.  Vehicle was actually here under a different name and phone number.  *************************** was the customer's name and ************ was the number listed.  

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2020 we had an issue with our touchscreen not functioning on our 2018 **** F-250. We were quoted a price and we declined service at the time. They called us back and offered a lower price, which we also declined until last week. They told us that the screen would need to be replaced at a cost of $1200-$1300 (which was higher than the original lower price.). We thought be taking it to the dealership it would be covered by a recall since the truck was not that old, but we were told that it was out of warranty and we would be responsible for payment. They told us they would need to order the screen which would be at a cost of a little over $600 and 2 1/2 hours of labor.I intentionally left a spot on the existing screen to see if they indeed replaced the screen and the spot was still there, indicating they did not replace the screen. I called the service advisor and told him I wanted my old screen back, and the service advisor said he would need to speak with the technician and call me right back. I never received a call back. I felt by taking it to a reputable dealership I would get the service I was paying for, which, as a senior citizen on a fixed income, is not easy to come up with that money. I feel that this dealership is taking advantage of the fact that I am a senior citizen. I also researched this and found it was a common problem with **** trucks that simply require a quick reset, without replacing any parts. We will reach out to an attorney if this is not resolved.

  Business response

  02/11/2022

  Good morning,
  
  This repair, as stated on the *** needed the **** module to be replaced and reprogrammed.  This does not include replacing the touchscreen itself.
  However, for customer good will, we did issue a complete refund to the customer.
  
  Thank you,
  *****

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