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:07/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  A recall was performed on June 19 2024 For battery issues by Bob Swope Ford mobile unit and 21 days later I experienced a total failure of the battery which was part of the recall. They charged me 497.17 which 230.00 was the cost of the battery itself. I attached the breakdown of charges. This failure happened on a dark stretch of road at a stop light. When it happened my vehicle had no lights what so ever and I was almost rear ended by a vehicle that was focused on the light when it had turned green. They almost rear ended me doing 45 to 55 miles an hour the vehicle had to hard brake to keep from hitting me also my vehicle is dark gray in color. I stood in the road in waving my arms to get them to stop.

  Customer Answer

  Date: 07/15/2024

  
  
  Better Business Bureau:
  
  
  
  All has been satisfied between myself and Bob Swope Ford they have went above and beyond to handle the issues that caused all the problems.  
  
  
  
  Sincerely,
  
  
  
  ****** ***** 

  
  

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• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Before I tell the details of my experience, I'd like to preface that I previously purchased 4 brand new tires from this service center that promised free rotation for the life of the tires. I had planned on getting all of my future oil changes here with a free tire rotation at each change.
  
  I expect no retaliation toward me in lieu of this post.
  
  On 12/15/22, I drove my vehicle on an emergency visit to Bob Swope Service Center to repair overheating. Along the way to get there, I called and spoke to a woman over the phone as I told her I may be late due to pulling off to the side of the road to let the car cool down, as I was trying to get there when they opened.
  [The night prior, it was overheating and I had to pull off of the side of the road for it to cool down, also. I got to a local ******** in Hodgenville and asked if there was something I could get there because the car was overheating. The young man came out to check it and he let it depressurize by taking the cap off of where the overheating was occurring. It helped, but I still had to pull off the side of the road a couple times more before I made it home (once at LaRue Co. Golf Course and once at Pizza Zone, both in Buffalo).]
  Once I got to Bob Swope, first thing the next day, I was told since I didn’t have an appointment, they would get me in when they could. I reiterated (in case this lady wasn’t the original one I’d spoken to on the phone) that I was coming in on an emergency.
  They took the car back into the service center and I was in the waiting area with 4 other people (plus a man who worked w/my Dad at LG&E). About 2 hours later, a lady came with papers saying that the oil pressure light was on, the catalytic converter light error message was signaled and there was no overheating. I said that it is overheating and that’s what I am there for. She said they’d been letting it run and it was NOT overheating. She asked me to sign or decline. I declined the catalytic converter $1500+ bill she had on the paperwork, but agreed to the other (as I thought it might be connected to the overheating—it was priced at $140).
  I continued to wait another almost 2 hours and they said it was fixed and ready. I said ok and PAID and left, however I asked why it was over $140, as that’s what I was shown on the sheet. I didn’t receive an explanatory answer. I PAID WITH MY CREDIT CARD $379.
  I got on the by-pass to go home. It began overheating not even one mile from the service center. I turned around and came back and pulled back into the service center. Before I drove back, I called the Service Center to speak with the Manager and was told he wasn’t there but was put through to his cell phone. I let him know what had occurred and I believe his name was Steve Couch.
  I ended up having to leave my car at the service center and was driven back home by the Driver. I filed an auto insurance claim to have my vehicle towed (once the lady at Swope told me it could be weeks before they could get to my car, since I didn’t have an appointment; she was hostile & acted agitated toward me) to ******* ******* ****** in Hodgenville to repair the overheating. It was repaired with a thermostat and I have the written, documented paperwork for it.
  I have had no problems with overheating since its repair at Parkway Service Center.
  
  I requested a refund for charge from my credit card company and they had to mark something on their end, so they marked Fraud Dispute as the reason. A couple weeks later I received Certified Mail stating to come to Bob Swope Service immediately and pay that bill in person and in cash.
  
  So, I went to the local Sheriff, local County Attorneys and called a civil Attorney b/c I was told this would be a civil matter.
  And so, here I am.
  
  It's not that I'm not paying them, it's that they didn't do the repair I needed and then told me that it wasn't happening. An oil pressure repair was done ( and this NEVER appeared in all of my previous oil changes at other places until I took it there for the very first time for an oil change.)
  
  I don't know what is going on, but BBB needs this post. And I'll never be able to get the free tire rotations I ultimately paid for with purchasing all 4 tires (almost $2000.00) with them because I'm scared to death to take my vehicle back there.

  Customer Answer

  Date: 05/02/2023

  Thank you as I navigate the hardship of filing a complaint.

   

  The business has called me this morning & left a message for me to call back.

   

  I would prefer the gentleman put his response in writing to this/my email address for I feel my emotions will take over in a phone call & I do not want anything to hinder the outcome.

   

  Please forward my email address to them for correspondence. 

  

  Business Response

  Date: 05/02/2023

  After several attempts of contacting *** ******* with messages being left, this email was sent to [email protected]. We are awaiting a response so that we may resolve her concerns.

  Dear *** *******,
  I am very sorry to hear of the negative outcome concerning
  your service experience with Bob Swope Ford. This is certainly not the normal
  result for hundreds of our customers during almost 50 years of serving the
  community, and I would like to ask you to give us the opportunity to prove to
  you that we can be trusted and are truly concerned with the performance of your
  vehicle and your safety. We did replace a faulty oil pressure sensor which we
  discovered to be failing during our inspection. However, I do understand that
  we were not able to duplicate the overheating problem which is at times
  frustrating for both our customers and our technicians.
  We have tried to contact you by telephone several times to
  gain a better understanding of how this problem has occurred. We would like to
  determine whether we poorly communicated, made an error in diagnosis and
  repair, or have a broken process.
  That being said, I would like to ask how we can resolve this
  problem with you and possibly regain the trust that you have lost in Bob Swope
  Ford? Please advise.
  
  Sincerely,
  
  ***** **********
  Vice
  President and General Manager
  Bob
  Swope Ford Inc.

   

  Customer Answer

  Date: 05/04/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******