Complaints

This profile includes complaints for Diehl's Ford Sales, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Diehl's Ford Sales, Inc.

  11782 National Pike PO Box 547 Grantsville, MD 21536-0547

• 

  Diehl's Ford Sales, Inc.

  PO Box 547 Grantsville, MD 21536-0547

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:03/12/2024

  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.

  We were driving home from a job when our **** van stopped in the middle of the hwy while driving on Hwy 68 approximately 12:40 am. We were lucky to be by exit 24 and drifted onto the shoulder. After about 4 hours of sitting on the side of the road, the van restarted and we were able to drive 2 miles to the closest **** dealer which was *******. We were able to leave our keys and a note with the vehicle stating that we saw codes P21111 and P21112 come up. We asked them to check to make sure these codes were correct, and check for any other errors. We informed them that the vehicle stopped while we were driving leaving us stranded. The problem is that codes are still coming up and we were overcharged severely for the service. I have attached 2 other estimates from **** dealers in the area for the same exact service. I am not sure if they really checked for additional errors or if the van will stop again while driving it. I am not sure if there were other services that should have accompanied the service that was provided but I do not feel confident that we were properly serviced. I am not sure why they would charge us ****** over other estimates unless there was additional services that should have fully fixed the problem. We live 3-hours away and will now have to take our van to another service company to find out about the other codes which shows a problem with emissions. We are not the experts and was depending on them to fully advise of all the services that were needed. Also, the bill shows that they worked on the vehicle for 2-hours. I am not sure what they were working on for that amount of time. This just does not make sense to me. It was not a rush job. We did not ask them to expedite the repair. I am requesting an adjustment of ****** to this bill because we still need repair.

  Business Response

  Date: 03/20/2024

  As can be seen from our invoice and the two other quotes received after the fact, dealers price their parts differently. Most will price parts over the counter on a parts slip as provided by the other dealers lower than parts that are installed on a vehicle being repaired in their shop. The labor amounts are hand written on the quotes and most likely were received after the parts had been priced. Labor rates will vary from dealer to dealer in an area as also can be seen from the one quote being at $120/hr while our rate is $139/hr. The amount of labor hours are set using a flat rate system either from the manufacturer or an outside company that provides industry wide standards so customers are protected from overcharging. I cannot determine the rate or amount of hours on the lower quote, but the full quote given by the other dealer is for 1.5 hours while we charged for 2.0 hours. The 2.0 hours we charged for were given by our outside source at 1.0 hours for original diagnosis, 0.8 hours to replace the parts and 0.2 hours to retest after replacement. Most likely the other dealer quoted their minimum diagnostic charge and would have increased their estimate after repair. I only give all of this information so you can see where our charges came from. We are a family run business in a small community and do not wish to have any unsatisfied customers and only charge what we feel is fair and allows us to provide a fair wage to our employees. I only wish the customer would have reached out to me directly so we could have worked this out much quicker for them. We will refund the requested $300 to the customer. Please let me know how they request this be completed.

  Customer Answer

  Date: 03/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to refund the ****** back to my credit card is satisfactory to me. They can send me the link via my phone number which they used to bill me. Please let me know if they need additional information. I would like to close this case once the refund is received.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/22/2024

  Will ******* confirm when they have submitted the refund?

  Business Response

  Date: 03/22/2024

  I'm currently away from the business and will return Monday. I need to check if it's possible to refund her card the same way she paid or not when I return. We will be sure to refund her by Tuesday. Thanks.

  Customer Answer

  Date: 03/25/2024

   
  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. Please let me know if you need anything from me.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/26/2024

  Good evening,

  The last communication from ******* stated that they would submit a refund in the amount of ****** today. I have not received any communication or confirmation that this was done. Is there a way to confirm that with a refund # or some type of response from *******?

  Kind regards,

  *****

  Business Response

  Date: 03/27/2024

  Our credit card system can only issue a credit if we fully enter all card info again like she did when she paid the invoice. We will either need all of the info from her to issue a credit or we can issue a check to the name and address on the *** Please let us know which way to proceed. Thanks.

  Customer Answer

  Date: 03/27/2024

  Good morning *****,

  Please send the credit link to my phone number ************. That is how I paid the invoice. If this does not work, please give me a call to confirm that the address you have on file is correct. 

  Thank you,

  *****

  Customer Answer

  Date: 04/04/2024

  Good afternoon,

  ******* has refunded the ****** as promised in a timely manner, and took the extra step to call to ensure that we received it. They also apologized for the situation. I am glad they were swift in taking care of this issue. We are very satisfied. I would like to consider this case closed. 

  Business Response

  Date: 04/04/2024

  I spoke with ****** earlier today and she verified that she has received her refund and is satisfied. She did not know why I received this message today.

• Initial Complaint

  Date:06/13/2023

  Type:Product 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 purchased a ******************* March 2023. At this time, the car had about ****** miles on it. On 6/12/2023, I noticed a sound coming from my drivers door on my 2021 **** Escape. The sound was a popping sound which did not allow the door to open properly. The window is also not rolling down now. This is a known defect that **** has awknowledged themselves in a SSM50150 which states Some ********* Escape vehicles may exhibit cracks or broken spot welds in the left front door at the check arm attachment point in the door assembly.. The car now has about ****** miles on it. I called the dealership and was informed that since it is out of the 3 year/****** mile warranty, it will not be covered. This is a major safety concern as I cannot barely open my door and the window will not go down. The option I was provided was to take it to a body shop for repair which is roughly $2,000 for an issue that is known to happen with this make and model. No recall is issued and at this time I have filed a complaint with *****.

  Business Response

  Date: 07/03/2023

  ***** is correct in her comments about the door and the coverage provided by ****. The warranty coverage is from **** and we are required to follow their instructions when repairing vehicles. We agree this is a bad situation for her and know her Escape is not the only one we have had issues with. Due to her vehicle having over ****** miles, we cannot complete the repairs for her since it is outside of the coverage period. We can offer some assistance with repairs as long as certain conditions are met and would be happy to discuss this with her when convenient. This would give her some financial help with the cost, but would require partial payment from her. If **** does decide to recall the repair at a later date, she would be eligible for reimbursement for her cost as long as her vehicle is included the covered vehicles. She should call the dealership at ************ and speak with the service manager, **** *****. He can get her additional information on the process we would need to follow to get her assistance.