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:07/11/2024

  Type:Customer Service 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.

  We dropped off our Ford F250 Diesel on June 14th. We are just now picking it up on July 10th. We were under the impression that this would be a job that would maybe take a week at most. The ticket was initially 6 hours for a turbo pedestal reseal. The starter had failed on site and added approximately another hour to the work ticket. About a week and half into the job, we stopped by the shop to figure out what the delay might be. The Ford system had gotten hacked and deliveries for parts were on back order. We understand that this was not a fault of the shop’s. But, nothing was ever communicated to us. Only because of stopping by the shop were we able to learn this. We decided to go to ******** and get the starter ourselves. A couple of days later, we are told the truck is ready to be picked up. As my partner turns the key in the ignition, the truck won’t start. Turns out that even under our mechanic’s guidance when picking out the “correct” starter at ********, it still wasn’t the right starter. We immediately bring this to the mechanic’s attention. We go to ******** one more time to get a starter that will actually work. As the mechanic is installing this one, he cracks our oil pan. We’re then told that this should be corrected the following Monday. Our mechanic tells us “I just need the part to come in on Monday morning. Monday comes. The truck is not ready. The truck is not ready the next Monday either.The only way this situation was able to be resolved was when my partner came into the shop today and told employees he wasn’t leaving until the work was done. After picking it up today, there’s barely any coolant. It’s leaking puddles of oil. This truck was not doing this before we dropped it off! This was almost a $3000 job. This doesn’t include money we had to pay back to Interlock as we missed a calibration and about $500 in ubers. We are pleading for some kind of compensation for the failure and incompetence of Maryland Auto and Truck.

  Business Response

  Date: 07/16/2024

  Response:
  Once we understood the complaint, we acted quickly to resolve the issue. As of July 15, 2024, the customer expressed to us they were satisfied with how we handled the issues filed in their complaint.
  The job did take much longer than expected as our technician made a serious error when installing the starter. He created a hole in the oil pan. That repair, which we undertook at our expense, was the reason the work took so long to complete.
  There is a reference to problems with the starter. Our performance was acceptable given the problem with the parts and, what wasn’t mentioned in the complaint, is that there is a bad flex plate and missing bolts from a repair the customer made previously.
  There are continuing problems with the vehicle. We think the customer is aware of these problems. They are: 1) transmission casing is broken, 2) flywheel is damaged, 3) coolant leaks near cylinder head, leaking rear main seal.
  Remedy:
  We looked at the truck yesterday, the 15th, cleaned off the underside of the vehicle and began the diagnostic process for the oil leak. There are no coolant problems present. There is a rear main seal leak. There may be other engine oil leaks and we can determine that on a subsequent visit. The customer indicated he was satisfied with our communication and may return for further diagnostic service, if necessary
  We reimbursed the customer $500 for their inconvenience to cover the **** expense.