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:04/13/2024

  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.

  Where can I start with the total lack of communication. My vehicle has been at dick Hannah ford service department in ***** going on 4 months. ***** the service department's representative will argue with you that your lying about the time frame you have dropped your vehicle. The General Manager doesn't respond and or leaves it to someone else to patronize you with nonsense that has nothing to do with you. I have a lot of patience but going on 4 months is a ridiculous amount of patience. D*** Hannah voice message states that they know how important your vehicle is to you, your family and your way of life. Complete nonsense! You try to contact higher up and they lead you around like a dog and lure. D*** Hannah will also tell you that if we gave everyone rental it would cost us so much money etc etc. how about how much it's costing and continue to cost me not being able to go on with my life, business and regular work schedule. If I were anyone and reading this review l'd avoid this place like the plague. They don't update you and if you have the patience l've had and not calling giving them the benefit of the doubt, they will walk all over you.... Don't say I didn't try to help the public and give a fair warning of the nightmare you will have dealing with this dealership.

  Business Response

  Date: 04/18/2024

  4/16/2024
  
  Ref: *************************
  Case# ********
  
  To Whom It May **************** am writing in response to ****************** recent complaint, and I appreciate the opportunity to address his concerns.

  As ****************** has noted, his vehicle has been in our care for some time now. The current transmission repair process with **** involves several steps before reaching completion. These steps encompass teardown,inspection by a factory representative, parts ordering, installation, and finally, the overall completion of the repair. The entirety of this process is time-consuming and typically takes several weeks to complete.

  We have maintained continuous communication with ****************** regarding his vehicle, including verbal discussions with staff and the General Manager. Moreover, we did inform ****************** of the extended wait times associated with these types of repairs when he initially entrusted his vehicle to us. Unfortunately, none of these interactions have proven satisfactory to him. While we understand the frustration this situation entails, it's crucial to uphold fairness to our other customers, which precludes us from giving priority to this vehicle.

  Although we do not have complimentary loaner vehicles available, we have arranged to provide a temporary vehicle to ******************,which he currently possesses. We've also advised ****************** to reach out to **** Client Services to explore potential assistance options. Additionally,we've offered him the opportunity to take possession of his vehicle until we have an available slot to commence the teardown process, which he declined.

  We acknowledge the inconvenience and disruption such repairs can cause in daily life and are committed to handling transmission repairs efficiently for all our customers, and we will continue to do so in ********************* case. In addition, we will make every effort to provide ****************** with more frequent updates and will make ourselves available should he need to speak with us at any point. Thank you, and should have any other questions, please do not hesitate to contact me. 
  
  Respectfully,
  ************************* - General Manager

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