Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:10/27/2023
Type: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.
Truck began making a grinding noise upon cold startup for a few seconds. A timing job needed to be done (which consists of a timing chain, tensioners, cam sprockets, solenoids, etc.). I got opinions from two shops, one of which was **** **** **** that highly recommended getting the solenoids and sprockets done as well since they can go bad. I got a few quotes, but I ended up going with Orleans Ford. On November 5th 2022, I took my truck to Orleans Ford to have the job done, which was $2,607.23. They told me not to get the sprockets and solenoids done that West Herr recommended, saying it is purely an upsell and that they almost never fail. They did the timing chain and tensioners like they pushed for. When I got my truck back, (35 minutes each way) I found it was leaking oil. I called Orleans ford and they told me to bring it back and they fixed the leak. Roughly a month later, the same grinding noise begins again. I contacted Orleans ford and they asked me to bring the truck back in. They said it needs the sprockets replaced (which is what I originally asked them to do). I paid $1,717.59 on top of the first repair. After, everything seemed fine at first. Roughly a few months later, I started noticing the same noise again. I called Orleans ford on Thursday, September 21st 2023 at 4:45 pm and asked if they'd charge me to look or not. They said not to worry and they can take a look w/o charging me because it's the same thing they fixed a while back. I dropped my truck off Monday September 25th, 2023 and got a call back on Tuesday at 10:43 am. Orleans ford stated the noise (which is the same noise as it’s been making since day 1) is now a brake vacuum pump which will cost about $1223.00, plus the diagnosis fee they told me they wouldn't charge. Did not move forward with the repair and mentioned I was told I would not be charged the fee. Finally, Jamie says “come pick up your truck and we don’t want to see you back here. We won’t charge you and you’re not welcome back.”
Business Response
Date: 11/08/2023
My name is George B******* and I am the President of Orleans Ford Inc. I have reviewed the complaint and respond as follows. What Mr. ******* states as far as visits and costs is true. I do not dispute the amount of money he spent and the times and dates of his visits and calls. I have spoken to Jamie P****** who is my Service Manager, and he insists that the truck needs the last repair (the vacuum pump) to get rid of the noise he is now experiencing. According to my Service Manager the noise he is now hearing is not the same noise as he had before. This is what I propose. have Mr. ******* return the truck to us and I will knock the diagnosis charge off the total of 1223.60 because of we said we will look at it for free.....we should honor that. I will then split the cost of the repair with him so his cost could be approximately 50% of the total (the repair less the diagnostic fee). Should he elect to have us repair the truck then please have him call my cell phone (*** *** ****) and I will make the arrangements as well as follow the repair until its completion to make sure its correct. Please advise.
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