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Business Profile

New Car Dealers

Saybrook Ford Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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Complaint type

  • Initial Complaint

    Date:06/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    These guys are THE WORST. Brought my 2015 **** in for a transmission fluid change. Left and came back come to find they under filled it by 4 quarts. Catastrophic damage had to have all the internals replaced ran me $5,500 after tax. They wouldn't even refund me for the service. Everything is on record there and now they won't allow me to go pickup the copies of the service records to go to the state with. Needless to say I am going to the state and small claims over this. They are absolutely horrendous save yourself the trouble. The head manager told me "you know where to find me I'm here till 7 tough guy" real professional. That was on a recorded call as well.

    Business Response

    Date: 07/31/2023

    I am writing in response to the complaint filed against Saybrook Ford by a customer regarding alleged transmission damage. We take customer concerns seriously and appreciate the opportunity to provide a detailed explanation of the situation. As per our records, the customer in question brought their vehicle to Saybrook Ford for a transmission service on 10/11/2022 when the odometer reading was 102,226 miles. On 12/19/2022, the customer returned with a complaint about a delay in gears. Mileage was 103430. After thorough examination, we confirmed that the issue was related to the transmission fluid level, which we corrected immediately. Subsequently, the customer did not report any further concerns or visit our service department until the end of June 2023. The customer claimed that Saybrook Ford damaged their transmission and that it had to be rebuilt due to internal failure. We want to make it abundantly clear that Saybrook Ford bears no liability for the transmission failure that occurred after our service on 10/11/2022. The service was requested by customer and we ensured that the transmission was in proper working order before returning the vehicle to the customer. The customer's vehicle has no known service history with Saybrook Ford, and we have no records of any subsequent visits or complaints until the end of June 2023. As such, it is reasonable to consider that the transmission failure may have been caused by factors unrelated to our service. Wear and tear, lack of regular maintenance, or possible vehicle misuse/abuse could be likely causes of the failure. We value our customers and strive to provide exceptional service at all times. However, we cannot be held responsible for damages that occurs long after our service has been completed and without any indication of prior issues. We have no reason to believe that the transmission failure is a result of our service, and it is crucial to acknowledge that vehicles, like any mechanical systems, may experience failures due to various factors over time. In conclusion, Saybrook Ford maintains that we have no liability associated with the transmission failure experienced by the customer. We stand by the quality of our services and emphasize that we have taken appropriate measures to address the concerns raised during visit on 12/19/2022.If there is any additional information required or if further assistance is needed to resolve this matter, please do not hesitate to contact us. We appreciate your understanding and consideration in this situation.

    Business Response

    Date: 08/01/2023

    I am writing in response to the complaint filed against Saybrook Ford by a customer regarding alleged transmission damage. We take customer concerns seriously and appreciate the opportunity to provide a detailed explanation of the situation. As per our records, the customer in question brought their vehicle to Saybrook Ford for a transmission service on 10/11/2022 when the odometer reading was 102,226 miles. On 12/19/2022, the customer returned with a complaint about a delay in gears. Mileage was 103430. After thorough examination, we confirmed that the issue was related to the transmission fluid level, which we corrected immediately. Subsequently, the customer did not report any further concerns or visit our service department until the end of June 2023. The customer claimed that Saybrook Ford damaged their transmission and that it had to be rebuilt due to internal failure. We want to make it abundantly clear that Saybrook Ford bears no liability for the transmission failure that occurred after our service on 10/11/2022. The service was requested by customer and we ensured that the transmission was in proper working order before returning the vehicle to the customer. The customer's vehicle has no known service history with Saybrook Ford, and we have no records of any subsequent visits or complaints until the end of June 2023. As such, it is reasonable to consider that the transmission failure may have been caused by factors unrelated to our service. Wear and tear, lack of regular maintenance, or possible vehicle misuse/abuse could be likely causes of the failure. We value our customers and strive to provide exceptional service at all times. However, we cannot be held responsible for damages that occurs long after our service has been completed and without any indication of prior issues. We have no reason to believe that the transmission failure is a result of our service, and it is crucial to acknowledge that vehicles, like any mechanical systems, may experience failures due to various factors over time. In conclusion, Saybrook Ford maintains that we have no liability associated with the transmission failure experienced by the customer. We stand by the quality of our services and emphasize that we have taken appropriate measures to address the concerns raised during visit on 12/19/2022.If there is any additional information required or if further assistance is needed to resolve this matter, please do not hesitate to contact us. We appreciate your understanding and consideration in this situation.

Saybrook Ford Inc. is NOT a BBB Accredited Business.

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