ComplaintsforEwald's Venus Ford, LLC

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of this year my car was experiencing a coolant leak. I took the vehicle to a local **** dealership and asked for a diagnostic. My vehicle was operable when I dropped it off. On 03/15/2023 a service tech by the name of ***********************'m assuming his identifying number is **** supposedly diagnosed it. He said my vehicle had a cylinder head issue but couldn't describe what the exact issue was and where the leak was coming from. He just quoted me $6,576.34 to repair. He said he wouldn't know what the exact issue was until the part was removed from my car. I declined the service as he didnt seem to be very knowledgeable. That same day I went to **** to pick up my vehicle but my car was no longer operable. The car was disabled and it had a stop safety message on the dashboard. The technician's lack of properly handling my vehicle caused my vehicle to be disabled. He misdiagnosed and then disabled it. I had to pay a tow truck a fee of $105.50 to tow it. I called **** to get more info as to why my car was in limp mode and why no one could give me any information. l asked to speak with the manager and spoke with *********************** who is the service manager. He said the tech was no longer working there and couldn't give me any details because the technician did not leave any notes. I spent several months trying to figure out on my own what the issue was. I decided to take my vehicle somewhere else (a non-**** associated repair shop) and was finally correctly diagnosed and the leak was also repaired. My vehicle did not have the issue **** was saying it had. I called the Dealership back and demanded a refund for the misdiagnosis. The service manager said he would refund me the diagnostic fee I originally paid. I also asked about a refund for the towing expense and was told I couldn't get a refund for it. Im demanding my towing expense to be refunded as the **** disabled my car for several months to the point it was no longer operable.

  Business response

  01/03/2024

  The Service Manager, ***********************, reached out to the customer and agreed to reimburse her for the towing as asked for goodwill purposes.  He is also making arrangement to have an open safety recall performed offsite.  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to ***** for a scheduled appointment on 9/25/23 to be checked for a possible transmission problem. When I dropped it off with them I requested that an oil change be completed while they had it there. The service department got back to me at one point during the 4 weeks they had my vehicle to check it for the possible transmission problem and told me that when doing the oil change they realized I needed a new oil pan. I was told the spot where the plug to my oil pan goes was stripped. I was quoted $900 to repair this. I asked them to submit it to the warranty to potentially cover the costs--they told me they did, but it was denied because the spot where the plug goes was stripped. I told them to not do the repairs (I could not afford the $900). On 10/21 I picked up my vehicle from them. Upon its return to me it was leaking oil terribly (it had not been leaking before I brought it to *****). I had a different mechanic look at it--he found that ***** put a temporary plug into my oil pan. No one had told me this. The mechanic still thought maybe ***** had to do that because the spot where the plug goes in was stripped as they'd told me and maybe they couldn't get the old plug back in. But to be sure he simply tried to put in a new plug--he was shocked when it screwed right in. Nothing was stripped and there were no problems whatsoever. He advised that I never take my vehicle back to ***** and that they had deliberately sabotaged my vehicle in an effort to get the (unnecessary) $900 repair to replace an oil pan that was just fine. My vehicle has not leaked one drop of oil since. I have pictures of my original oil plug in my vehicle before ***** replaced it with the temporary one and saved the temporary one they put in my vehicle without my knowledge. I also have proof of the new one that's been installed since ***** serviced it. This was clearly a deliberate effort to sabotage my vehicle to try to take advantage of me.

  Business response

  11/17/2023

  Attached, please find a copy of the repair order from the service visit the customer is describing.  As you can read, the fact that at some point the *** drain plug was stripped being reinstalled in the oil pan, resulting in it being replaced with an oversized aftermarket item.  Furthermore, adhesive was used to keep it in place in an effort of preventing a leak.  In doing so this prevents the smaller *** plug from sealing properly.  Being an authorized ****************** dealer performing services which must adhere to manufacturers guidelines the correct repair would be an oil pan replacement as suggested.  Furthermore, an attempt was made on behalf of the consumer to have this replacement service provided by their extended service contract, though as she described it was denied due to the fact it is not viewed as a mechanical defect.  As the clients repair order also states an attempt was made to seal the oil pan in its previously damaged state by purchasing an aftermarket drain plug to reseal the opening.  It is unfortunate that this circumstance occurred, though as mentioned ******* Venus **** had not previously performed an oil change service on this vehicle.  Nor have they done so looking as far back as 2021.  

   

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from the business is simply not true. If it was stripped a new plug would not have been able to be screwed right in without any issue. They were simply trying to upsell me. Since a new plug was installed there has not been any leaking whatsoever. 
  
  Regards,
  
  *******************************

  Business response

  11/22/2023

  We have provided you the information pertaining to your vehicle so that you can accurately make a decision regarding your vehicle's condition. As was shared verbally at the time of the vehicle service, and in writing, the *** drain plug will no longer form a proper seal to the oil pan.   Because of this, the *** drain plug had been replaced with an aftermarket oversized plug not designed for the vehicle by ****************** by whomever previously had been performing its oil change service.  We are pleased to read that the vehicle is not currently leaking oil, but this does change the facts.  I cannot speak to what was done to the vehicle since ******* Venus **** inspected it last, but no effort has been made to deceive you in any way.   

  Customer response

  11/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The new oil plug could not easily s**** in (and stop all leaking) if things were stripped as described by the dealership. Period. There has been no valid explanation for that whatsoever. That is where the deception is happening here. The mechanic who installed the new plug previously worked for a ************ dealership. They also were pretty certain ***** did nothing wrong until they took a chance and simply put in a new plug. It was then that they advised I never have my vehicle serviced there again and specifically stated your vehicle was sabotaged. This mechanic is not the person who has done oil changes on the vehicle. 

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

  Business response

  11/30/2023

  I apologize, though it appears that we are at an impasse. I have provided the requested documentation, and shared the insight provided by the ****************** Certified Senior Master Technician who viewed the vehicle.  There was no attempt to deceive anyone, and the fact that the vehicle is not leaking now with an oversized aftermarket drain plug in it does not change the details.  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Well we picked up our 2018 Grand Caravan Vehicle was picked up from the dealership on or around 20april23 1. Spongy brakes and it shows on the paperwork that there was no test drive as the mileage is the same in as it is out. Usually it's a 7 mile test drive but h*** just let me and my family drive a fully loaded mini van on a trip that is hundreds of miles long test drive it and see if we live.2.There is no labor rate on the paperwork and it states that it is 0 dollars. We both know by law there needs to be a labor rate on the paperwork.3. Shows payment as cash when a credit card was used.4. Struts where replaced with mopar parts that are marked up $50.00 ea, They did not replace the strut mount or the bearing as requested multiple times. i also asked about the sway bar links but why replace those when the customer replaces them or even try to upsell them on anything. I know you're not in this to make money I know you need to make money on parts and was told that you would be getting them from your Dodge dealer on HWY *****. We asked a number of times for *************** and found out that they used NAPA brake hoses and added a total of $43.37 more than what I can buy them for. As a former writer and assistant manager and a service manager **** not thinking I was going to look them up.6. The lack of caring about my family and our safety is sickening and disgusting.7. Our repeated requests of using only mopar parts that started in the body shop and continued at **************** were ignored.8. The bodyshop failed to list the passenger side strut and link along with the wheel bearing on the passenger side with the insurance company for repair. We had to pay for the strut to be replaced and when confronted the body shop manager stated she had nothing else to do and was done. this was audio recorded.9. they over charged us over $300.00 and still have made no strides to repay us and stated that until the review comes down they will do nothing.We have filed a complaint with the state for multiple infractions including but not limited to. No return of parts as stipulated by the state unless there is a core then we would be given the option to pay that core.Improper mileage IN and OUT as it is the exact same meaning there was no test drive to our vehicle after a major repair.Your hourly rate is not listed on your repair order which is also a violation per ********* Guidelines.There are no warranty dates to let ** know when our warranty on our aftermarket parts that we did not want.License plate number is not on the repair order per ********* guidelines.You are a multi million dollar LLC and to have so many mistakes on peoples repair orders especially from such a seasoned professional is a disgrace.We again have been lied to and stolen from ** financially with a smile.There are multiple violations per ATCP 132 wis. adm. ***** Administered by the bureau of consumer protection of *********. How a 30 year profesional ( he told me that over and over ) does not even have the basics to make sure you are covered is beyond me. We believe you have colluded as a company to misrepresent and take advantage of your customers by the switch and bait method.They have commited fraud and theft and refuse to do anything about it.We have spent over 20 hours of our own time between the insurance company and ******************* whether in person or on the phone.We want a full refund and the proper repairs to be done at there dodge store on hwy 100 paid for by them. they endangered our families lives by giving our vehicle back to ** in a dangerous condition and are holding our money hostage thru there lies and manipulation We want a refund

  Business response

  05/23/2023

  This response is being made in order to stay within the ten-day time limit from the date the case was opened by Mr. *************************** Our Director of Operations has made multiple attempts to reach the ********'s in an attempt to find an amical resolution.  To date, the multiple phone call messages have gone unanswered, along with an email invitation to meet.  Therefore, hopefully this response will serve dual purpose.  For 59 years the ***** **************** has had a satisfaction guarantee in place stating that if a customer is not satisfied with work performed, we'll offer to redo the repairs at no charge, or refund the monies spent.  Using the documents Mr. ******** supplied we can see that they paid $2,385.27 on invoice ******, and $1,778.87 toward the State Farm claim found on invoice 41685.  Totaling $4,164.14 between both invoices.  

  Customer response

  05/29/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of refunding all money's spent  is satisfactory to me. 
  
  Regards,
  
  ******* ************
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car has been with the business stated since 10/3/2022. My car was initially there for a diagnostic test due to the car jolting when the acceleration was pressed. This is a common issue with the car make and model that I have, thus I was aware it was most likely the transmission control module. When given a call on the issue, the service adviser ********************* stated that the issue was with the clutch and needed to be replaced. The replacement was ok'd by me and then he called back stating that the clutch was fixed but now the transmission control module seems to need a replacement. Given a history with this particular make and model I knew that the transmission module could be replaced under warranty at the dealership that the vehicle was bought at. Thus, I decided to wait for the part which is a **** month waiting period. This was communicated to *********************, and he stated that I would just need to pay the $500 for the clutch and I can pick up my car. After discussing the situation to the dealership that I bought the car from, I was informed I cannot keep the car at the dealership I bought it from, so I was waiting to pick up my car from the above business until I figure out a next step. I received a call about three weeks ago stating that ***** was going through past invoices and noticed I had not picked up my car. He also stated that the car was never fixed and that I could come by to pick it up. After leaving a voicemail with ***** questioning whether or not the clutch was fixed, I never received a call back. I went to the dealership this past Saturday to attempt to pick up my car again and was told by a service technician that I am not able to due to it not being in the "done pile" even though I stated ***** said I could come by to pick it up. It seems like I am just given the run around every time any communication from this business happens.

  Business response

  04/06/2023

  The Service Manager, ***************************, reached out to the client in an attempt to clear up any misunderstandings.  As a result, I'm told a resolution has been made.

   

  Customer response

  04/06/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  Regards,
  
  ****** S

  
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I own a **** Focus, 2012. In ****** vs. **** Motor Co. (**** delivered consumers an unsafe and flawed product in this 6-speed transmission and dealers were complicit in leading consumers along with repairs that ultimately do not work). Due to ANOTHER failure in the powertrain, on 12/05/19, ******* Venus **** installed a clutch "kit" incl. clutch asy/gaskets/seals. Due to the settlement of the lawsuit and an extended warranty, ******* provided N/C on parts, but charged us $967.25 which was listed as a "deductible". This was at ***** miles. ** ***** miles, on 12/20/22 the vehicle presented with powertrain issues again (this would the 4th replacement and thankfully, no one was injured in any of these "loss of power" events). Three years and only ***** miles, the vehicle required service again and after a month of "waiting" for the part, was repaired at a cost of $2870.50. On February 8th, a mere 19 days later, the vehicle again presented with the same powertrain issue. On return to the dealership, after identifying the shuttering and acceleration issue and "coding" the vehicle, we were told NOW the vehicle required another TCM replacement which would be another $1000+ to solve the same powertrain problem. As the vehicle was not correctly repaired to begin with, and according to ****** vs. ****, this vehicle is a lemon and any repair is inevitably going to FAIL again, repairing this vehicle is NOT POSSIBLE.

  Customer response

  02/16/2023

  Thank you for working on behalf of the consumer.

  
  

  I believe I read that any contact with the business should be reported.

  
  

  February 15th, 2023 at about 1 p.m.

  In an attempt to find out if this business what offer this business might offer for our vehicle  (which is still at this business), my husband stopped in to check. An employee of this business declared that they were not going to make an offer on our vehicle and  that they would not buy our vehicle BECAUSE they received a complaint from the Better Business Bureau. Also they suggested that we to "take it back" to where we bought it - that they might buy it.

  
  

  My husband went to check in with the ****************** and the person he works with was not present. Another employee in the ****************** indicated that the person was off and would be back tomorrow and so, my husband left.

  
  

  We have serviced our vehicle for over a decade at this business. *************** and the ****************** at this business has been responsive and attentive -they have helped us as much as they can - and we appreciate their work.

  
  

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

  Business response

  02/16/2023

  As an independently owned franchised dealer I cannot speak to any lawsuits involving ********** Company.  Issues of that nature would have to be directed to ********** Company.  As a franchised dealer we are bound to warranty coverage guideline as determined by ********** Company.  As the vehicle report attached produced by the manufacturer indicates the powertrain components on this vehicle was covered for 5 years or ****** miles whichever comes first starting April 30th, 2012.  An extension of warranty was provided by ********** Company on the transmission control module (TCM) as indicated by the outstanding service action 14M02.  This extension provided coverage to 10 years, or ******* miles.  Again, beginning from the vehicle's original warranty start date.  On December 13th, 2022, the vehicle was presented for service due to a check engine light being illuminated, and a shuttering sensation being felt.  As repair order ****** shows the vehicle was inspected by a **** Certified Senior Master Technician.  Diagnostic trouble code (***) P0809 was present as a result of improper transmission clutch PID readings were outside of normal specifications.  The clutches were replaced, and the vehicle reinspected with no further issues found.  

  Early February the vehicle returned with a sensation of the transmission slipping.  Again, being inspected by a **** Certified Senior Master Technician *** U1013 & P0219 were present due to an internal TCM fault and a engine overspeed condition.  On the customer's behalf dealership personnel contacted ********** Company customer assistance in regard to possibly warranty coverage for the needed TCM replacement and extended use rental.  Both requests were denied.  As the *** codes indicated the vehicle is experiencing two unrelated failures that have resulted in similar symptoms. 

   

  Customer response

  02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  "For your peace of mind..." reads the extended warranty response. That warranty could be ******* miles and it would provide no peace of mind. The 6-speed transmission is flawed and **** and dealers know it.

  February 15th, 2023 at about 1 p.m.
  In an attempt to find out what this business might offer for our vehicle  (which is still at this business), my husband stopped in. An employee of this business declared that they were not going to make an offer on our vehicle and  that they would not buy our vehicle BECAUSE they received a complaint from the Better Business Bureau. Also they suggested that we to "take it back" to where we bought it - that they might buy it.
  
  
  My husband went to check in with the ****************** and the person he works with was not present. Another employee in the ****************** indicated that the person was off and would be back tomorrow and so, my husband left.
  
  
  We have serviced our vehicle for over a decade at this business. *************** and the ****************** at this business has been responsive and attentive -they have helped us as much as they can - and we appreciate their work.

  No mention was made to identify the fact that the *** module needs replacement in this vehicle ... after 7 reprogramming/replacements! At this point, we are dealing with an irreparable vehicle that is a saftey hazard. We are asking for a reasonable and ethical offer reflective of a business with an A+ rating.

   
  
  ***********************

  Customer response

  02/24/2023

  On February 15th, my husband went into the dealership to return the loaner. 

  The service department said not to worry about doing that because they said they did not know there was any problem. My husband returned home to call ************** (and number given to him by the dealership) in order to expedite the *** part (what will be the 8th reprogram/repair). ************** called the dealership and called my husband back to tell him that the dealership said they wanted the loaner back and that they would not service the vehicle for repair. 

  
  

  He returned to the dealership to return the loaner. The service person at the counter did not know that the dealership had refused to service the vehicle or that they wanted the loaner returned. The service person then talked to the service manager. The dealership service manager said that they would work on the car - but, only if we settled the complaint. My husband agreed at this point and the service manager told him to take the loaner and they would accept the part from ************** and they would work on the vehicle.

  
  

  Though we want ************** to repurchase this lemon vehicle, my husband believes that this dealer has done what it can to get the ************** to be responsive to our situation.

  
  

  The vehicle is of no use to us if it does not run and we feel, at this time, we have to repair this unsafe lemon vehicle. We do not like the fact that this vehicle has a  "lemon of a 6-speed transmission" that may choose to stop in the middle of the freeway and inevitably will need future repairs, but we can not afford a new vehicle at this time

  Business response

  02/24/2023

  At the time of this writing the Transmission Control Module (TCM) remains on a back-order status thru ********** Company.  Pertaining to a purchase value of the vehicle the Sales Manager & General Manager will evaluate the vehicle and reach out directly to the customer.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2011 **** Fiesta se one June 7, 2022 and on December 22, 2022 the car wouldn't start so I had it towed back to ***** Venus **** and they charged me $887.+ and drove it home. Then on January 5,2023 I went out to go home and it wouldn't start again so I January 6, 2023 had it towed again to ***** Venus **** to have them fix it again, but this time ***** from the service department told me the wire harness was frayed and the part was no longer made as the car was 12 years old. I asked them if they couldn't get it fixed what would they do? ***** from service suggested I talk to ***** in sales that maybe they would get me a different used car. ***** talked to some unknown guy there and ***** said they wouldn't do that because the cost was too much to pay for it. Then ***** sent me back to ***** from service and he told me they were going to try and splice the wire harness if it wasn't too corroded. Help please I don't know what else I can do, I don't want to pay for a car that doesn't work. I need a car that is why I went to purchase a used car I can't purchase another car as I am still paying on this one for the next six and a half years.

  Business response

  01/20/2023

  I understand that ******************** at ******* Venus **** performed a national search looking for this specific OEM wiring harness.  I further understand that they did indeed locate one at a dealer and was able to make arranges to purchase and have it shipped to them.  As I'm told the needed vehicle repairs will continue once the component arrives, and that the customer has been in contact with the Asst. ******* Manager.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am trying to cancel my Mach-E ********* Been calling and texting the number I have been working ************. They usually respond to questions, but since I requested a cancellation, zero response. I called **** corporate which then told me to call the dealership. I contacted the dealership via chat and got this response: "I certainly understand! No worries! For the most immediate assistance, you can contact us directly to confirm cancellations on your 2023 Mach-E pre-order! Here is the phone number for our sales department: **************. A representative will be able to answer all of your questions to your satisfaction in a timely manner. Do you have any other questions?"I called that number and was told to call back after 9a. I just called and was told to call a manager. I called a manager to no response. I just want my Mach-E cancelled and my refund back to my card.

  Business response

  11/01/2022

  
  Good afternoon,

  I am *********************, General Manager at Ewalds Venus Ford.

  Your notice of cancellation came in to the dealership on Sunday 10/30/22, we are closed on Sunday.

  It went to my Used vehicle managers inbox, who was off yesterday.

  In reading your correspondence in our system, you were indeed texting with our manager. His last message to you was "Please contact our front desk directly with your credit card # so we can process your refund immediately". 

  That was in your conversation with *******************, our sales manager. 

  I have copied and included all correspondence.

  You clearly stated in your conversation with *** that you would "Wait" a couple weeks and if it hadn't arrived you would get back in touch. 

  We are happy to refund your deposit. We need your full credit card number in order to process. We do not keep them on file. 

  Please feel free to contact me directly with the information.

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

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

  Customer response

  11/01/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been trying to get recall work done for months but service **** keeps telling me no parts available after almost 9 months of no parts available I called **** and **** said parts have been available, so **** called the dealership to find out about parts and came back saying that the dealership has the parts for 1 recall in stock now. So I call service department to schedule recall and they tell me no parts available. I tell them **** just got off the phone with you and was told you have parts there now for recall. They put me on hold and then scheduled the work with no explanation of why they said they had no parts. 6/20/22 I go pick up truck and was told I get no invoice for work performed, then told me they will order 2nd part that day and will be there in 3 days. 2 weeks later and no part so I go there to find out why and they tell me they haven't even ordered it yet. I ask why and am told don't worry I'm on your list of things to order. Now 35 days later 7/25/22 still no part because they won't order it because they are retaliating against me for calling **** and forcing them to do recall work. I called **** back and they said I should have gotten a invoice for 1st recall work and that they never heard of a dealer taking so long to order a part that is in stock. Ever since I called **** I've gotten horrible service and can't even get the recall fixed out of retaliation simply because I wanted my vehicle safe for me and my family. 35 days and still no part that was only supposed to take 3 days to arrive???

  Business response

  07/26/2022

  Ewalds Venus **** has indeed experienced difficulties receiving needed parts in order to perform many repairs, including recalls as described previously.  That being said the required components needed to complete the recall on this customers vehicle have been received, and an attempt was made to reach the customer for scheduling purposes last week. 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car in for a oil leak. They claim they are required by the company to do a inspection I guess they saw I need brakes and rotors . Prior I was told I needed struts all around so I asked **** do i need struts cuz why would I do all that work and car still drive bad cuz it need struts . They said no only the back. On the paper they say brakes was so dangerous so I got it done seeing as I didnt need front struts I also asked for a wheel alignment. When I got my vehicle back it was still drifting so I called them and told them . I took my car back up there 2 times just for them to tell me oh wait now you need front strut. I was quoted 800 at a reputable shop the *** recommended 4 all. Car is driving so bad its like I paid for no work. I called cooperate and they spoke with the dealer the dealer acts like its nothing they did . When in fact I have the paper work that they gave me showing me I didnt need struts and the paper work literally a couple weeks later saying they were wrong like no you werent . They double charge me on a quote as well and wont tell me why they want so much. They say on the paper work its dangerous to drive with my struts like that. But when cooperate called they said well its not dangerous more so uncomfortable ride. Point is my car wasnt driving like that prior and now they dont want to rectify the situation. It says I have 90days to get money back to have the work redone . When I asked for either or I was shot down. Spoke with **** the manager and he was rude interrupting me and raising his voice. I did get frustrated with the service advisor because he knows I have a brain disease and I have a disability with minimal money . I feel like they have taken advantage of my feeble mind and dont care that my car is driving so bad . I am going to try to take to civil court if its nothing BBB can do. As a army Vet I try to do things the right way but a person can only handle so much esp with the pandemic and inflation going on.

  Business response

  06/30/2022

  Tell us why here...This is all compiled from speaking with ***** the only advisor that oversaw this vehicle, and my interaction with the customer.
  
  This all originated via ********* as a scheduled appointment made through them 3/23/22.  The vehicle arrived 3/28/22, via a night drop envelope, the advisor, ***** reached out to ************** to verify the service she was requesting.  Within the night drop envelope was a diagnosis from Valvoline to replaced the valve cover gasket and oil separator. There was a computer issue, where her appointment she scheduled via *********'s website didn't transfer to our system and ************** was upset that we couldn't see her reservation.  All was ironed out and she flat out only wanted us to replace both the valve cover gasket and oil separator, she did not want us to perform our own diagnosis to verify Valvoline's findings.
  
  As with all vehicles that pass through our shop, we performed a complimentary multipoint inspection and on inspection found the front brakes in poor condition and the rear shock absorbers visibly leaking fluid.  ************** was contacted while her vehicle was in the shop for her stated repairs letting her know about the brakes and rear shocks, she declined any further repairs at that time and scheduled to have them completed at a later date upon arrival to pick the vehicle up. 
  
  ************* returned to have the front brakes, pads and rotors, performed on 4/4/22.**** opened a repair order and dispatched it to the shop, before the technician was able to perform the recommended brake job, ************** emailed **** stating that while the vehicle was in shop with us, that she would like for us to perform an alignment.  There was no issue given as to why she requested an alignment, just that she wanted it performed.  This time into the shop a different technician performed the work as the previous tech was unavailable, a **** Senior Master Certified tech performed the brake job and alignment and also performed another multipoint inspection, notating on it that there was now a check engine light present and that the rear shocks were still showing signs of being blown out due to the external fluid leak on them.  Again, ************* declined the rear shocks and declined any further diagnosis to the check engine light.
  
  ************* night dropped her vehicle with no contact again on 4/17/22.  On 4/18/22 **** received the night drop envelope for ************** vehicle and an email stating that 'her vehicle was not driving right, it's drifting a bit and that it now has a vibration at or above 70mph.'  The technician put *************' vehicle back on the alignment rack and all specs were still in the green, no alignment issues noted at this time. ************** was advised at this point we should perform diagnosis, which she did not want to do.  It was discussed that based on her concern and knowledge of previous concerns related to hers, that a tire balance might be a starting point, but without diagnosis it would just be a guess.  ************** said she would think about it and monitor the situation and get back to us on if she wanted to proceed with the tire balance. The vehicle was picked back up without any further work performed.
  
  On 5/2/22 ************** reached out to **** via email asking if she could get the tires balance and when, **** was unable to respond until the 5/5/22 when ************* emailed him a second time, he told ************** that we could do the tire balance, but no guarantee without diagnosis that it would resolve her concern. 
  
  ************* dropped her vehicle off 5/15/22, on Monday 5/16/22 her vehicle went back into the shop, this time to actually be diagnosed (the fee was covered by the shop, not charged to the customer) to get a complete breakdown of what the issues were causing ************** concerns. She also had a complaint that her vehicle 'sounded loud.'  It was at this point we, again, found the rear shocks blown and leaking and the front struts wore out due to age and mileage on vehicle. The loud noise was due to the muffler leaking.  ************** was given a complete quote, broken down to the front struts and rear shocks and for the muffler.  ************** declined repairs at this point and was not charged for any diagnosis. 
  
  Overall,************** never accepted to pay diagnosis on any visit, nor did we known anything about the wondering/drifting while driving prior to seeing her vehicle for the initial visit of the oil leaks, or the secondary visit for the recommended brakes.  ************** was only charged for requested work (valve cover leak, oil separator leak, front brakes and requested alignment), she was never charged and diagnosis fees or any other fees for rechecking any work she asked us to.  Further, a discount was added to competitively menu priced items as a show of good faith to attempt to help her with the cost of additional work.  
  
  I personally spoke to ************** 5/15/22 in regards to everything that had went on, but specifically the fact that she didn't understand why her car was driving the way it was after the work that was performed.  She kept saying that she wasn't going to pay another fee to have her vehicle checked out, I tried explaining that she hasn't been charged any fee, as when we have suggested to go that route she declines.  ************** got pretty unpleasant and I will say at that point I did cut her off because at this point the conversation had turned hostile and we were being accused of malicious activity that wasn't the truth after all that had transpired.  At that point she requested to talk to someone higher than me on-site, I attempted to explain that my General Manager was off that day and I didn't want to blind transfer her to a voicemail without her knowing why I did; to which she continued to cut me off and send derogatory remarks at me.  I transferred her to ************************* voicemail and have not spoken to ************** since that point.
  
  At this time I am willing to do all recommended work (front struts, rear shocks and muffler) at 20% off the original quote of $1820+tax, bringing her total to $1455+tax; further more if she does not want to do the muffler it would bring her total down to $1049+tax for the suspension work.  Any time struts are replaced it requires and alignment to be performed, if she does the work with us, on top of the 20% off the work, I will also perform the required alignment for free, a $129.95 savings.

  *********************** - Service Manager

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Exactly 1 month ago today we purchased a 2016 Buick Encore from Ewald's Venus Ford in Cudahy,WI. The car we purchased was at their dealership in Oconomoc, Wi. When we received the car we were given only 1 key. Since then we have called to get the 2nd key numerous times and have been given a number of excuses as to why we were not getting the 2nd key.

  Business response

  11/16/2021

  After reviewing the situation, We have contacted the customer and are moving forward on obtaining a second key. This key was not provided to us at time of vehicle purchase, but as a sign of good faith and in the spirit of complete customer satisfaction, the request for a new key will be finalized by close of business today.

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

   

  Customer response

  11/16/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** ***********
  

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