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Business Profile

New Car Dealers

Kendall Ford of Bend

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/03/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 had my **** Explorer towed to the Kendall dealer because it would start but not get out of park. They received my vehicle and said it would 2-3 weeks before they could look at it.After about a week, I inquired on how long it would take and they said said something to the affect of another two weeks. I then summoned a tow to a shop in ******* who would look at it immediately. Kendall **** immediately scoped my my vehicle and found I needed a new transmission at about $9,000. They charged me $194 for the bad diagnosis. This is not fair since it was a bad diagnosis!The shop I towed it to found out the problem was a brake light switch out and charged me $237. They even topped off my oil since it was low.

    Business Response

    Date: 03/18/2024

    Kendall has investigated the matter. The customer's vehicle was towed to ******************** due to a transmission shifter stuck in park and a check transmission light on. Due to shop capacity, the vehicle was a work-in on the schedule. Kendall diagnosed the vehicle alerts and codes upon start of work the morning of 1/23/24 and the code pulled indicated a 5th gear ratio fault, which indicates internal friction material slippage, combined with abnormal audio transmission pump noise shows signs of internal failures in transmission. Due to age and mileage, a transmission overhaul was recommended. However, due to parts being discontinued, replacement was the best suggestion for an effective repair because Kendall does not install *********** parts. As the customer indicated in his complaint, the immediate problem was resolved at another shop by fixing a brake light switch, but the ultimate issue of the condition of the transmission was not addressed. That is why the cost was much less at the other shop.

    On January 23, before the Customer took his vehicle elsewhere, the service manager spoke with him in depth over the phone and scheduled an appointment with the customer to discuss his concerns (the customer did not attend that appointment). Before this complaint was filed the service manager informed the customer that he would refund the diagnostic service charge, and since then the refund has been processed. To Kendall's knowledge, there are no outstanding issues with this complaint and Kendall considers the matter closed.

    Customer Answer

    Date: 03/20/2024

     
    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.

    Sincerely,

    *********************

Kendall Ford of Bend is NOT a BBB Accredited Business.

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