Complaints

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• Initial Complaint

  Date:07/23/2024

  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 purchased a **** ******* earlier this year( end of Feb beginning of march) within the first week I had it because the seat warmer didn't work. I contacted the dealer and they said they would order the part and fix it. This never happened. 3 weeks ago we brought the car back and the mechanic said the rear differential was bad and needed replaced. I have extended insurance and the company is in Houston. They did need the approval for the repairs. I understand the storms set things back a little. I was told that my car would be finished 1 week after they had it. Then I was told the 2nd week. The 3rd time I was told the beginning of this week. I still do not have my car. My husband call them 3 times with no response. The 4th time he got through and was told they are waiting on the part for the seat warmer and want to do the repairs all at once. This company did not offer a loaner car although the car I traded in was used for a loaner to other people even before they switched the title out of my name and paint it off ( that took them 3 months) I want my car repaired and want it back. With talking to other mechanics the differential was most likely bad when I purchased the car.

  Business Response

  Date: 07/23/2024

  Customer ******** ********** purchased a 2019 ******* *** from Sensible Sales and Leasing on February 7th, 2024 with 61,397 miles.  The customer brought the vehicle in for a service appointment on 2/26/2024 with miles of 62,459 for a concern of heated seat on drivers front inop.  The vehicle was diagnosed by ******** **** needing a seat blower motor and a heated seat grid both that would be covered under Michelle's extended warranty.  Sensible Sales and Leasing immediately ordered the parts from **** and then the rest was lost in translation.  Either the service department forgot to schedule her back in or she missed her appointment and we don't have conclusive record of what happened. ******** **** returned the parts as there hold time was passed.  On July 9th, 2024 customer ******** ********** brought her vehicle in to check for a humming noise while driving.  Mileage on the vehicle at time of service was 72,857.  We found that her rear differential was bad and that bearings inside of it were grinding making the noise.  Our service department submitted the claim that same day and we didn't receive any correspondence from the warranty company until the following day 7/10/24.  The warranty company advised that they would be sending a insurance adjuster to verify the concern.  The adjuster didn't arrive until either 7/12 or 7/15 (we can't find the exact date that he was here) to verify the concern.  The claim was finally approved on 7/16 at which time we were given permission to order the rear differential.  The customer's husband Benjamin ********** spoke to Curtis in the service department either 7/16 or 7/17 reminding him of the heated seat that still needed to be replaced.  Curt called back into the warranty company to re-approve the claim on the heated seat issue and that was approved by the warranty company on 7/17.  Either the 16th or 17th Benjamin and Curt agreed that it was ok for the ******* to remain at the shop until both the rear differential and heated seat components were fixed.  They discussed the time frame of an extra 3-5 days approximately to receive the heated seat parts from **** which Benjamin agreed would be fine as his wife ******** ********** had transportation for the time being.  The service department contacted ******** **** today 7/23 to get an update on the heated seat parts.  They claim that one of the parts will be in on 7/24 and they they never placed the order for the other part.  Jake H****** who is the store manager spoke to ******** on 7/23/24 regarding the timeline on her vehicle being serviced and about the part delays with **** for the heated seats.  It was agreed that Sensible Sales and Leasing will install the rear differential on 7/24 prior to receiving the heated seat parts and that the customer should expect her vehicle back on Thursday 7/25 barring no complications with install.  The customer will reschedule a service appointment to fix the heated seat once the parts are received from ******** Ford.  We have not and will never neglect servicing ******** **********'s vehicle.