Complaints

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

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  Key Ford of Exeter

  962 Wyoming Ave Exeter, PA 18643-1103

• 

  Key Ford of Exeter

  1112 N Church St Hazle Township, PA 18202-9347

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:10/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear BBB,I am filing a formal complaint against Key Ford of Exeter for their negligence in the repair of my 2019 ****** Tacoma and their poor business practices throughout the process. Key Ford of Exeter was recommended by my insurance provider, *****, under their Auto Repair Xpress program to conduct repairs following an accident. However, their failure to conduct repairs properly resulted in significant damage and unsafe driving conditions.Details of Complaint:1.Negligent Repairs: After retrieving my vehicle from Key Ford of Exeter, the transmission failed just 1.5 hours later while I was driving at highway speeds. An independent inspection from ********** ****** revealed that Key **** failed to install the transmission cooling line, which caused this catastrophic ****************** Practice Concerns: After their failure, Key Ford of Exeter attempted to avoid responsibility for the transmission issue, despite the fact that the problem resulted from their negligence. They failed to communicate adequately and delayed any resolution.3.Lack of Accountability: I have lost trust in the integrity and safety of their repair work. If such a critical component like the transmission cooling line was missed, I am concerned about the quality of other repairs performed.I am seeking accountability and proper resolution for the damage caused by Key Ford of Exeters negligence. My vehicle is currently inoperable due to their mistake, and I have suffered significant inconvenience, financial strain, and emotional stress.I hope the BBB can help mediate this situation and ensure that Key Ford of Exeter takes full responsibility for their actions.Sincerely,**** *****

  Business Response

  Date: 10/25/2024

  this complaint is against ******** but was sent to Barber ford.

  Barber Ford was taken over by ******** in January of 2023.

  Barber Ford has not been operating since then.

  Customer Answer

  Date: 11/30/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Key Ford of Exeter regarding complaint ID ********.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:07/13/2023

  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.

  Car was driven there for a diagnostic test, after an hour they requested more money for further exam from 1hr of diagnosis to 3 hours to figure the problem out, the problem was allegedly just the top part of my engine, when I went to go pick up my car after the problem was found, we paid them for diagnostic and then we went to start the car to leave ; the car would not start and they claimed it jumped timing in their possession, meaning that the car that was mobile driving in there, became immobile in their possession. We asked them to figure out what was wrong with the car and during that time I received an email that the original issue of the top engine became the WHOLE engine, again in their possession. So they went from 3000$ to 7,100$ for a whole new engine. They fixed the engine, and now that the engines fixed I received a call saying that my power steering in the vehicle went while they were taking it off the lift as well and I need a new pressure sensor which was put in a week before they originally had possession in my car ; they wanted an extra 600, for these parts needed and claimed they werent charging labor fees.

  Business Response

  Date: 07/21/2023

  The consumer’s vehicle was driven into Barber Ford. The consumer had stated during the drop off process that another independent shop had already replaced several parts to attempt to repair the drivability concern, with no success. The vehicle was not running properly, had no power, and had a severe fuel pressure issue. Our technician proceeded with diagnosis and found the high-pressure fuel pump tappet was worn down to nothing, caused by the cam shaft inside of the engine. We then provided the consumer detailed photos of the damaged tappet and cam shaft. We explained that the engine had jumped time and could not be started or driven. The dealer quoted the cam shaft and high-pressure fuel pump replacement to consumer and consumer declined repairs. Dealer instructed consumer that the vehicle cannot be started or driven because of it being out of time. Consumer came to dealer to pay outstanding bill.  While *** ********** was inside of the dealer going over paperwork and paying the bill, his daughter took her keys and attempted to start the engine multiple times. ******** came inside stating that the car did not start. To which the dealer responded, yes it does not start because the engine is out of time. Again, both parties were informed of this verbally and via email. The dealer explained to the consumer that, after ******** attempted to start the engine out of time, this could have caused catastrophic internal engine damage. *** ********** requested the dealer assess the damage caused by cranking vehicle while out of time. Dealer agreed to push vehicle back into repair facility to borescope and check for damage at no cost to the consumer. Technician found impact marks on the top of the piston on cylinder # 3, indicating that the valves contacted the piston. Dealer informed consumer that the engine would need to be replaced and provided quotes. *** ********** agreed to replace the engine with a Ford remanufactured unit. The repairs were approved via email. The dealer called the consumer before repairs began to review pricing and set time expectations. Consumer verbally approved the total of $8030.00 + tax through phone conversations. The remanufactured engine was sent from Ford with the incorrect high pressure fuel sensor. The consumer was made aware of this but was not required to pay for it. Once repairs were complete, the vehicle had no power steering. The technician found wheel speed sensor had become damaged by sway bar link during engine removal. Dealer replaced part at no cost to consumer.

  Customer Answer

  Date: 08/16/2023

  I was not aware there was a time frame to respond to the complaint I was waiting to talk to ny lawyer I would like to reopen the case. I do not agree with the response from barber ford because the attachments I provided which were emails between barber ford and I ; they contradicted what they said to you guys and what they said to me.

  Customer Answer

  Date: 08/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I was not aware there was a time frame to respond to the complaint I was waiting to talk to ny lawyer I would like to reopen the case. I do not agree with the response from barber ford because the attachments I provided which were emails between barber ford and I ; they contradicted what they said to you guys and what they said to me.
  
  
  
  Regards,
  
  
  
  ******** ***** 

  Customer Answer

  Date: 08/28/2023

  Im still waiting for a response, I would not like to have the case closed I was unaware about a time frame to respond to the complaint I was waiting to contact my lawyer.

  Customer Answer

  Date: 09/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Im still waiting for a response, I would not like to have the case closed I was unaware about a time frame to respond to the complaint I was waiting to contact my lawyer.
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:08/10/2022

  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.

  Please See Message Being Forwarded to *************** I am contacting you to discuss delivery of a completed claim that was made in which you were the specialist for. I do not have the contact information for Mr. Karl H*************** from Barber Ford, or any other Manager at the service shop so I am hoping you can forward to the appropriate personnel to address my situation. I understand that you are not responsible for the quality of repairs, but I wanted to escalate this situation considering **** has paid out on items that were not completed. I have attached additional recipients for visibility as I feel this is a serious problem that needs resolution. A claim was made for a shattered windshield and exterior body work. Upon delivery of the completed repair, I was very disappointed that the dealership would have assumed the condition of the vehicle was remotely acceptable. To be completely honest, I feel that our SUV is now in worse condition than it was prior to the claim being made. Pieces of glass are scattered throughout the vehicle, in cup holders, on the leather seats (which now have noticeable gouges and scratches), all over the floor, and in the dash. There are pieces of the dash and internal panels that were never properly attached and were clearly installed with no workmanship or care. Our front windshield wipers were never replaced (however the final bill listed this item as being paid out). The front windshield washing mechanism is not functional. Our inspection/emission stickers were never replaced. The interior of the vehicle looks like someone ran a shop-vac in reverse and coated the interior with filth and dust (in addition to the pieces of glass that are everywhere). I have included several photographs to support these comments made. The condition of the vehicle is unacceptable and I cannot fathom how management at Barber Ford would have allowed this to pass through any type of quality control.

  Business Response

  Date: 08/15/2022

  as soon as we were aware there was an issue with ** **********'s repairs, we reached out to him to address his concerns. we told him to pick a day at his convenience and we would address his concerns.