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Business Profile

New Car Dealers

Woodridge Ford Lincoln Ltd.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:28/10/2024

    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.
    I bought a 2017 **** **** Platinum new. The truck started to experience cold start rattle noise and triggered check engine light on In Feb 2021 when the truck had *** mileage. Sent the truck to Woodridge **** to diagnose. Found it was the Cam phaser failure on the *** EcoBoost engine. In the meantime, ********** realized the original Cam phasers on this model of engine having design flaws. ********** redesigned /manufactured new Cam phasers and issued *** ***** to repair the vehicles had problems.Had my truck repaired at Woodridge **** in April 2021 and the engine rattle problem disappeared TEMPORARILY.* years later, in September 2024, this Cold Start Rattle problems came back when the truck had 145k on it. Almost same time and mileage intervals with last time. Wondering why this problem came back after PROFESSIONAL repair, I did much in-depth study on this problem and pulled out of the Woodridge service record, found Woodridge **** installed OLD DESIGNED CAM PHASORS when they did the repair!!!! NOT THE NEW DESIGNED CAM PHASORS!!!! No wonder the same problems shows up in the similar mileage interval since the replacement parts were the same original parts on my truck!!Took the truck to Woodridge **** and talked with the service manager. After performing diagnose, it was confirmed it was the cam phasors problem. Although Woodridge **** admitted installed original revision parts on the truck when they did the repair * years ago, they were only willing to take care of **% of the repair cost. I became the victim to lose over $***** to get my truck repaired. As a professional **** service shop, Woodridge **** clearly knew the same problem would re-appear when they installed same parts with design flaws. As a professional service shop, Woodridge owns the duty of being transparent to customers. ********************** **** never discussed with me how they did the repair and what parts they installed on the truck before and after the repair in April 20***

    Business Response

    Date: 20/11/2024

    Hello,

    Thank you for your email.

    In reviewing the previous repairs regarding the cam phasors on this vehicle , here is what I have found.

    - Initial repair April 2021. Unit was repaired and warrantied by ****************** under a *** ( ***************** bulletin). The parts used at that time were the parts available and the parts required by ****************** to fix the issue under the ***. It is important to point out , that this *** is warranty/after warranty repair engineered by the Manufacturer and the Dealership is required to follow the direction of the manufacturer to have the repaired covered under the ***. Woodridge followed the instructions from **** as per the *** direction on what parts to install and how to install .

    - October 2024. Upon diagnosis and quote to fix the vehicle ( repair quote $******* ), the client was in touch with  FMC (******************) directly for help with the repair. *** extended the resolve to be as follows: *** to pay **% of the quote, Woodridge to pay **% of the quote, and the client to pay the remainder ($*******). The client was aware of this solution and aware of the allocation of payment  prior to work being completed. Work was then completed.

    Based on the afore mentioned, It is Woodridge **** Lincolns view that we will not be refunding this client. Please feel free to reach out to me directly @ ************.  ****** ****

     

    Customer Answer

    Date: 22/11/2024

     
    ********** ********

    I am rejecting this response because:

    In early October 2024, I used a third-party mechanic shop to diagnose and confirm the cam phaser failure before I brought the truck to Woodridge. At beginning, Woodridge tried to blame me for not getting oil change services from the dealership and told me the whole repair cost would be on me since it passed warranty. Woodridge started to cooperate only after I pointed out the parts used in last repair by Woodridge were the same parts with design flaws used on the truck originally, I talked with *** before talking to him and *** assigned a case number for it.  **** TSB does not justify the Woodridges unprofessional & unethical practice and does not stop you to use the right parts to do the repair properly. To be a professional repair shop to serve public, Woodridge **** has the obligation and should hold decent ethical standards to protect public/customers interest and ********************************* **** should be transparent, honest and clear to customers. During the first repair in April 2021, I was totally left in the dark. Woodridge never informed me on how to perform the repair, never told me the new revision parts were available but need to wait longer, never told me the parts they used to repair will cause same problem later.  

    Yes, I was aware the solution and the allocation of the payment. but as a customer, I was in the vulnerable position, I had no choice but have to proceed the repair although I did not agree with it.
    As the only victim from this unprofessional and unethical practice from Woodridge and ***, I am the most vulnerable party with loss. It is totally unfair for the victim to pay the majority of the bill. Although I am the only NO-WRONG party, I am not looking for the full refund, I am looking for a fair percentage as I indicated from beginning when this claim was filed.  

    Sincerely,

    ***** ****

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