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:10/10/2022

  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.

  August 11, 2022 my 2018 **** EcoSport was towed to Wade Ford. I was told by ********************** Service Advisor that the vehicle probably had a known warranty issue and that the repair could take several weeks or longer. The dealer did not have a loaner car for me. I could not find a rental car until 8/13/22 (Enterprise Leasing). For the next 6 weeks I could not get any information on the status of the repair. I called and sent emails to the Service Manager **************. I did receive an answer,After speaking(9/12/22) with a rep ******* ********************)at **** Customer Service, I was told that ********************** should provide me a loaner vehicle or reimburse me for the expense. This ************* **** ******* called ********************* while I was on the phone and spoke to him about the issue. On Thursday, September 15, 2022, ********************* wrote an email to me telling me my car was ready. When I picked up the car that day, ********************* told me to send him my reimbursement expense receipts and he would take care of payment of my IN Warranty Rental Expense. On September 19, 2022, I emailed a seven page document with all of my Rental and Uber expenses. On October 7, 2022 I resent the cover letter to ********************* asking for the status of the reimbursement ($!226.05) As of today October 10, 2022 I have not received payment of the money owed to me. Wade Ford has been unresponsive to this issue. I have copies of all Uber and Enterprise receipts totaling $1226.05

  Business Response

  Date: 11/21/2022

   Good morning,

  ***************************************,

  Case #******** - ***********************

  Attached please find copy of check that was sent out to customer on 11/17/2022. 

  Letter  from BBB in regards to this matter was not received by Wade Ford via Certified mail until 11/16/22 via the postal service. 

  Copy of check # ***** in the amount of ******** is attached to this response.

   

  Thank you

  ********************** 

  General Manager/Wade Ford

  ******************** or *******************

  Customer Answer

  Date: 11/25/2022

   
  Complaint: 18191347
  
  I am rejecting this response because: I did receive a check in the amount of $1086.86, this is short $139.25. There was no correspondence in regards to why it was short, or why it took 60 days to reimburse me.  In the two months it took to receive partial payment, there was never any response to my calls or emails that were sent to the service writer and the service manager.  I am requesting to be reimbursed the full amount for my rental/uber expense.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/23/2022

  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.

  The folks at the front in the service department are very polite and kind and very apologetic but this dealership has failed its customers in every way possible. If I could give them negative stars I would. Not only did they miss an issue with my car when I took it in the first time that lead to me being stranded on the side of the road a week later, but they have now had my car for 5 additional weeks and still havent finished the work. On top of this they have been unable to provide me a loaner vehicle and have offered me no viable interim solution other than suggesting I rent a car with my own money at their dealership rate. I am now entering week 6 of being without my car and can honestly say this has been a complete disaster. *** left several voicemails for both the service manager and branch manager and have yet to hear back from either of them.

  Business Response

  Date: 08/29/2022

  The first time the customer had come in with a check engine light on with 2 codes, one for a ignition coil and the other for a crankcase pressure sensor.  The customer approved the repairs and we completed
  the repairs after which we test drove and confirmed the issues were resolved.  The customer picked up the vehicle in good working order.  When the vehicle returned a week later, it did have a check engine
  light on but it had different trouble codes not related to previous repairs.  The issue with the vehicle now falls under a TSB which requires replacing the engine short block. The parts for this TSB have been
  on backorder and slow to come in, therefore delaying the repairs.  With the ongoing inventory shortage we also have not had any available loaner vehicles to provide the customer.  Since receiving this notice
  on 8/23, we have since completed the repairs to the vehicle and the customer has picked up the vehicle on 8/26.

• Initial Complaint

  Date:08/09/2022

  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.

  I took my truck to Wade Ford on 5/18/22 and spoke to ****, the Service Advisor. I let him know I needed new rotors as my steering was vibrating when braking. After the technician, *****, looked at my vehicle, I was told I needed new rotors, pads, and brake fluid flush. I told the service advisor that is not possible due to just having the pads and brake flush done a few months prior at another **** Dealership. The service advisor stated it could be due to harsh driving. He stated the rotors and labor alone would be around $600. I told them to replace the rotors and pads and the pads would be under warranty. I sent them the receipt showing the pads were still under warranty. Once they saw that, they then said the brake pads were in great condition. When I picked up my truck, the total for the rotors was $866.29. That did not make sense and at the dealership, waiting for over an hour, the manager, *****, could not produce an itemized invoice showing what added up to the $866.29. After emailing for over a month, he sent a receipt that still did not equal the correct amount based on tax. He stated this was due to him giving me a $7.94 credit however that isn't shown anywhere on the invoice so does not seem believable. He also stated his technician ***** was unethical in telling me I needed new brake pads. If they had not been under warranty, I believe they would have tried to get away with charging me for new brake pads when the ones in place were almost new. The $866.29 is an inflated price compared to what they originally told me. The dealership tried to overcharge me with services/products not needed and when I called them out on it, they inflated the cost of the service I did need.

  Business Response

  Date: 08/11/2022

   Good afternoon,

   

   Please see attached. 

   

  Thank you,

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

   

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17694496
  
  I am rejecting this response because: ********************* stated that he attached "all" correspondence and explanation sent to me. That is incorrect. That was only specific emails. However, in the emails provided it does show where his service manager, *********************, admitted to unethical behavior on the business' side by the Service Technician, *****. Unfortunately, he only admitted to trying to scam me with new parts that were not needed. He did not admit to the fact that they made up the total amount. Had the total been based on true numbers, the tax would have equaled 6%. Like the BBB stated, the purpose is to rebuild trust and based on the actions and response, the unethical practices have not been solved. Once calling them out for trying to scam me, the price from what was originally told increased by a few hundred dollars. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/15/2022

  Our position to this matter is that we provided services at a certain price that he paid, we feel that he is not entitled to a refund.  Attached is all the correspondence and explanations with the customer at which we have detailed out in every way possible the charges for the repairs that were performed.  My service manager has been as transparent as possible with the customer.  There was no inflating of prices or overcharging done on any services performed.

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17694496
  
  I am rejecting this response because: The price of services charged do not appear to be consistent to industry norms in this area and the concern is further inflated by the acknowledgment from the service manager of employees unethical actions towards me. 
  
  Sincerely,
  
  ***************************