Business Profile

New Car Dealers

Foundation Automotive of Wichita Falls

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Complaints

This profile includes complaints for Foundation Automotive of Wichita Falls's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21 total complaints in the last 3 years.
2 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.

Initial Complaint
Date:03/19/2025
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.
We walked into foundation *** in Wichita Falls Texas on 2/25/2025 looking to test drive a new *** ********** My husband, ***** *******, and I found the one we absolutely wanted. We spent until after hours (around 9pm) with no answer so they sent us home in the telluride until the next day (telluride still had plastic in the engine bay and 8 miles left on the gas tank, still left in shipping mode) so the car did not drive well. I filled the tank with gas and took the plastic off and just kindly let foundation know what happened. We then went back on 2/26/2025 to finalize the sale of our car for $62,269, part of that cost being a $600 no choice fee for tint and LoJack. After a lot of back and forth with confusion on foundations end we finalized the sale and they scheduled us for tint. The first tint job 2-27-25 done by a kid (*****) who was helping his big brother out (*****) who normally is the printer did our tint. After 5 days there was still at least 100 bubbles in both the front windows and a lot of dust. Theres also now stains on my car from the mess he left from overspray. When we went to have the tint fixed on 3-7-25Gavin the main tinter threw a fit about having to redo it. When I got back to pick my *** up that night the tint looked worse than before but I wanted to give it til it was sunny out to see. He left so much soapy overspray in my car that it was trashed. There was more bubbles and dirt than before on both windows and he left multiple scratches in the tint. I called and talked to the manager ****** and he said theyd fix it and that hes gotten complaints about the tinter before. When I dropped my car off for the 3rd time today 03-12-2025 ***** sprayed cleaner all over my car, left a ton of dirt and dust in the driver window, scratched and cracked the tint and didnt even adhere the tint to the window. ****** was less than understanding blamed me for being picky and said the ** ***** refused to speak to us. Randys car was parked at the dealership.
Business Response
Date: 05/06/2025
Good afternoon,
We sold all our dealerships in Wichita Falls to ****** automotive on the 17th of March. Please reach out to the ****** Automotive group to have this resolved.
Customer Answer
Date: 05/08/2025
I am rejecting this response because: I bought the car from foundation before the 17th of March, although ****** management was horrible to me after the takeover this was foundations original issue.
Business Response
Date: 06/03/2025
I tried to contact ******* by phone and got no answer, left message. Would like to send her a check to have the tint job done somewhere else.
Business Response
Date: 06/03/2025
I spoke with ******* ******** today. She is going to let me know what we can do to make her happy. We should have this resolved by next week.
Initial Complaint
Date:02/12/2025
Type:Billing 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 traded in a 2019 ****** Highlander with 1 payment left to be made to ****** financial services and bought a used F350. ****** in Accounting was to send the last payment and send me a check for the trade in. Instead she/the business office sent the whole amount to ******. They recognized the overpayment and sent me check for the overage (the amount we agreed for the trade in). When ****** and the Gen ******* realized their error, they cancelled the whole check and issued a new check to ****** for the final payment and one to me for the trade in amount. This resulted in2 things: 1) the final payment to ****** financial services was late and they reported that to the credit agencies as a delinquent payment which caused my credit score to fall more than 100 points, which it still has not completely recovered from. 2) the check that I deposited in my bank account from ****** was declined since Foundation cancelled their check to ******. The business office at Foundation was not helpful or remorseful. I spoke several months ago to the **, ** ********, who initially acted interested and then would not take my calls or respond to texts. The significant decrease in my credit score cost my money.I would strongly not recommend working with this company as they are sloppy and unprofessional.
Business Response
Date: 03/03/2025
Dear Mr. ******************** appreciate your patience while we reviewed this matter. Based on our records, this issue was fully addressed and resolved in May 2024, when we provided **************** with an official request to remove the late payment notice from your credit report (see attached letter).

As this matter was handled months ago on our end, any further concerns regarding your credit report would need to be directed to ****** ******************* We recommend reaching out to them to confirm any next steps regarding your credit history adjustment.

Regarding your concerns about communication, we recognize that your initial contact was with prior management, and we sincerely regret any frustration you may have experienced. Our current team is committed to providing clear and timely responses, and we remain available should you need any additional documentation to assist in your discussions with ****** Financial.

Please let us know if theres anything further we can provide to support your case with them.

Sincerely,
**** Bradbury
General ************* of Wichita Falls.
Customer Answer
Date: 03/04/2025
I am rejecting this response because: The damage had been done BEFORE you sent a letter to ******. In fact, the General Manager sent ME a letter and told ME to send it to ****** and did NOT handle it directly. The business office mishandled this from the start or there would never have been a problem. Then when I informed them of the issue that THEY created, they did not correct their missteps. They had my car, they got the title so they could sell my car, and they left ME with a dramatic fall in my credit score which has STILL not completely recovered. The whole thing was highly unethical and cost me!
Initial Complaint
Date:07/09/2024
Type:Product 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 took my car to Foundation for a oil change and tire rotation. I paid them for that service when I left my tire pressure gauge was not working I inform *************************** my service advisor that it was working when I brought my vehicle in. I will wait for them to repair it, they did. The next day or two I while driving the steering wheel and front end would shak. I took it back ****** informed me that I needed a front end alignment I pay for that service too. Later I could hear a roaring sound ****** said that I needed a tire hub I paid $565.64 for that service too. He also informed me that my compressor was out and my transmission is going out. None of that is true because, I took my car to another mechanic and my air conditioner work and my transmission is not going out I bought the car brand new and 2014 I'm the only driver. It had 10 miles when I brought it and it has ****** miles on it now Foundation has taken advantage of me as a senior citizen and I'm very displeased with this company and I spoke with the supervisor and told him that my tires are brand new. He passed the buck onto *********. I told him that not true I would of notice it long before I brought if there was a problem. He did not reimbursement. I want to be reimbursed, if not I will be taking them to court.
Business Response
Date: 07/09/2024
I explained to ************ that her tire was out of balance because whoever installed the tires didn't properly secure the wheel weight to the wheel. We rebalanced the tires at a discounted rate since she had just done other service with us. She brought her vehicle back into us July 2nd for a roaring noise while driving. We found excessive lateral play in her left front hub and bearing assembly and recommended replacement. She approved the repair, and we installed the bearing. When we test drove the vehicle, some noise was gone but we could still hear some humming and rotational noise. We recommended further diagnostics as the sound appears to be coming from the transmission or driveline. She declined and told us that she doesn't feel like her car should have any problems at all because she doesn't drive it very hard. I advised her that an 11-year-old vehicle with close to 100k miles could have problems any time and that given the age of the vehicle she may continue to have other issues down the road. I have gone back in her service history for the last 3 years and see nothing about an air compressor being mentioned or recommended so I'm not sure what she is referring to there. I also don't understand where the amount of money she is seeking refunded is coming from. If she feels she is owed for the faulty bearing that she authorized replacement of, that amount was only $565.64, which was also a discounted rate to accommodate the customer's request at that time. We have continually tried to help this customer with these repairs, but we cannot guarantee the condition and reliability of a vehicle of that age and condition.
Initial Complaint
Date:03/29/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Purchased a Used 2018 Chrysler Pacifica from Foundation Dodge Chrysler Jeep Ram, 2900 *****************, Wichita Falls, ** ***** in January 2024. A few days later we were out of town and it rained most of the time while our car was outside. On the way home the car started to leak from the ceiling on both sides of the middle row doors. We contacted our salesperson(*****) the next week and she informed us her manager wanted us to bring it back in, so they could take care of it (We have a text validating this). We live in ******** which is a 3-hour drive from the dealership, but we took to the dealership since they offered to repair for free. We take it to the dealership on 2/15/24 and during their inspection they discover the middle panel sunroof has a leak. The service worker (*****) wasn't very committal on fixing it for free and informed us that was up to his manager. ***** calls back a week later stating they were going to have a 3rd party vendor quote them a price to fix it as it may be cheaper to go that route. We informed ***** that was fine and we would bring back up to Wichita Falls, ***** as long as they commit to paying for it. We don't hear back from ***** for two weeks. I called two weeks ago and visit with a ******. She informs us ***** no longer works there and she would look into this and call back. We have not heard back from ****** and we text our salesperson again(*****) who has not text us back. I would like Foundation to honor their commitment considering they offered to repair it and we already took the vehicle back to the dealership when it's 3 hours away.
Business Response
Date: 04/15/2024
we delivered a vehicle to them to drive and picked theirs up to try and resolve the issue last week. at this point we are trying to duplicate the issue to figure out what it needs.
Customer Answer
Date: 04/16/2024
I have reviewed the business response and accept this resolution pending there able to resolve the issue and return the van. We were very appreciative they offered to come pick the van up, provide a rental and return the van after the issue is resolved given their location is 3 hours away from us.
Initial Complaint
Date:03/11/2024
Type:Product Issues
Status:
ResolvedMore 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.
On Dec 15 2023 1. Traded in our white 2013 *** 321 convertible for a red 2016 *** 421 convertible at Foundation *** 2. Dealer put paper tags on our new car 3. Jan 10 2024 we received a bill from NTTA for using a **************. Only problem is we never went to ******. The paper tag did not match the number on our car; however the description of the vehicle matched our new car 1. We Contacted salesman who sold us the car *********************. 2. He asked me to send him a copy of the bill and the dealership would take care of the bill 3. I sent him a copy via text to his phone 4. February 7 2024 received a second notice from NTTA with an additional charge for another trip on a ************** AND a $10 late fee for nonpayment of the first bill 1. Tried to contact ********************* several times leaving a message on his work phone each time 2. Got in touch with *******************, manager of *** sales. Explained the situation 3. He said he would take care of the issue 5. February 26 2024 I logged into NTTA website to see if the bill had been paid. It had not been paid 1. Went to the dealers and met with *******************. Explained that I had checked on payment status and it had not been paid 2. He said he didnt know why but he would look into it and get it paid 3. I showed him the tag that was on our car and we compared it to the number on the bill 4. He confirmed that the tag we had was for a 2023 sale and that apparently the tags had been put on the wrong cars. He kept our old tags and said that he would take care of it 5. I pointed out that on March 2nd if the bill was not paid there would be an additional late fee of $35. He assured me it would be paid 6. March 1 2024 1. Checked NTTA to see if bill was paid. It was not 2. Went to the dealership and visited with ******************* and expressed my concerns about additional fines and repercussions if it was not paid 3. He reassured me that it would be paid 7. March 9 2024 1. Received another bill from NTTA this time an additional fine of $35 along with a list of consequences if it was not paid 2. We paid the total bill of $53.66 We would like to receive reimbursement for fees incurred due to their negligence
Business Response
Date: 03/12/2024
I spoke with **** on this and he assured me he had sent the request to accounting to handle last week. We found it sitting on our account payable clerk's desk. Normally we pay bills every other Friday so she was going to mail it out this Friday. She should have been instructed to pay immediately, but unfortunately she was not told that. And **** should have handled it sooner as well. We will get a check in the mail asap to the customer and rest assured there has been many conversations this morning on how to be better.
best regards,
***********************
Customer Answer
Date: 03/12/2024
I have reviewed the business response and accept this resolution.
Business Response
Date: 03/13/2024
We have reimbursed the customer her funds, the check going to NTTA was delayed. We are sorry and assured we would take care of the matter and wish her the best.
Business Response
Date: 03/13/2024
We have reimbursed the customer her funds, the check going to NTTA was delayed. We are sorry and assured we would take care of the matter and wish her the best.

Initial Complaint

Date:03/10/2024

Type:Service or Repair Issues

Status:

Answered

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 feel like I was sold a lemon. I found the car online, I checked all the reviews of the dealership before deciding to purchase the car. I'm located in ** and they agreed to ship the for me. I sent the check in and never did I get a response about when the car was going to arrive. They were no help. I waited almost a month before a random shipping company told me they were almost at my house. Before I sent the check they told me the car was in perfect condition, sent me pictures of it.When the car arrived before I could even park the car I noticed the car didn't look anything like the pictures, it was dirty, vinyl wrap peeling off the car. As I drove off after receiving the car, the car starting smoking from the hood. Remember they told me the car was in perfect condition.I reached out to the dealership as soon as i got home and they told me rnsg maybe the detailer spilled something in the engine bay and to drive it for a little bit.I drive it around and doesn't go away, take it to a bmw mechanic and they tell me it's a cracked radiator. So how does a perfect car have a cracked radiator from the time it left the dealership to my house. I get the the radiator fixed and that was $1000.I finally think it's fixed and I take it out again and after ************** the transmission cuts off while I'm at a red light. I limp to a parking lot and shut the car off. I get stranded on the side of the road with it. Remember, it was in perfect condition before leaving the dealership. I reach out to the dealership to ask for some kinda help. They tell me there is nothing they could do and that they offered to sell me a extended warranty which was a lie and was never offered. I feel like since I was out of state they could pull a fast one on me. If I walked into thay dealership and rear drove that car I would have walked right out with my check. I have always filed a complaint with ***** dmv. I just want to be reimbursed for everything thay has happened.

Business Response

Date: 03/11/2024

We are very disappointed we have a customer unhappy. We do all we can to make sure our clients local and afar are taken care of will all of our best practice and good faith in mind. This particular instance we sold a car below our agreed cost to assist him in the transportation (not anything to do with the response). We waited patiently for the fed ex we sent to return. We spoke about when the car was leaving, he as in the notification group, he also had us run it to a different part of the city that was $300 more in cost, but we complied. He stated he was delighted and liked everything he saw. He also said the initial smoke did in fact burn off the detail shine spray and was fine after an hour of driving as included in his text statements. We did not hear about this again until March 4th well over a month later. The vehicle was sold as-is and this simply means we can't warranty the vehicle at some point it belongs to him, and it is a pre-owned car he signed up for, we offer warranty coverage on all of our retail deals cash or financed as well. The bottom-line amount seemed to be the only concern. That being said we like to make things right but after the sale, routine maintenance items may need to be kept up, and used car components can fail or brake or become worn out. Again, we wish him the best and to enjoy the car it was a wonderful purchase.

Customer Answer

Date: 03/11/2024

I am rejecting this response because: I understand routine maintenance and I'm well aware of bmws and routine maintenance. But for the car to be smoking right off the trailer?! That's BS. I could understand if this happened after I have driven the car. But to claim that it was in perfect condition when I asked i just don't believe. Then after getting the car back to drive it and then have it die on me??? I knew what I was getting into but not right off the trailer.

Business Response

Date: 03/14/2024

We feel the right thing to do is to reimburse the client for his espenes he sent over on a receipt. We will be sending out a check for him today in the amount of $1002.82 to satisfy his out-of-pocket espenes. We truly want all of our clients happy. Thank you for the opportunity to make this right for our client.

Customer Answer

Date: 06/10/2024

Bought a used *** from this dealership under the impression the car was in good condition. It was an internet sale and I live across the country. Before I sent the check in I asked to make sure the car was in perfect condition. After receiving the car, and getting it inspected by a *** dealership in my state the car needs over $6000 in repairs. The car is only worth about *****k. I feel like I was lied to when asked the condition of the car and because I was out of state they could get away with it. I've had the car since January and have literally driven the car 3 times. It's currently been at a *** dealership for the last 2 months trying to get fixed. At this point I don't even want the car because who knows what else is wrong with it. I wouldn't mind them paying off my car loan and taking this car back. I was super excited when I got this car but not being able to drive it the last 6 months make me not even want the car anymore.

Business Response

Date: 06/10/2024

we have refunded the expense for the radiator that was repaired that was the issue once you received it which we agreed that was the right thing to do. Since this was a used car purchase and bought as is we can't continue to participate in repairs moving forward. As far as we know there is no lemon law on used cars and the lemon law for new cars goes thru the manufacturers and not the dealer. We are sorry that you are having some issues but that is the risk you assume with a used car purchase.

Initial Complaint
Date:03/05/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
They dont want to honor 2 recalls safety engine for my 2014 **************
Business Response
Date: 03/20/2024
Good Morning,
We have sent in a tecline case to get authorization to replace this engine. The engine has been approved and ordered and will be installed as soon as we have in stock. We are working diligently to get repaired and get customer back in his vehicle.
Customer Answer
Date: 03/20/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:02/15/2024
Type:Customer Service 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.
In 2023, I made a deal to purchase a vehicle from Foundation Automotive of Wichita Falls and agreed upon a price and shook hands with the sales manager. Once I reviewed my paperwork, I noticed that they added an interior protection package and an ELO GPS tracker package on top of the price we had already agreed on. I paid for these items and now that I'm trying to use the interior protection coverage, I am getting the runaround. My wife and I have made 11 phone calls and 2 separate trips to the dealership, and we still have not been successful in getting my interior fixed. No returned calls, broken promises. This is the worst dealership I have ever dealt with.
Business Response
Date: 02/15/2024
contact was made today and from my understanding we have resolved the issue.
Initial Complaint
Date:01/26/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore 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.
So October 23 I purchased a 2020 VW Tiguan from foundation dodge on *************. They put an ad on ******** up to 4k over the value of trade in, no payments 90 days. I bought with this in mind. They gave me 2K for my trade. Payment due Dec 5 not 90 days. So thats the start. The rest gets worse. So my temp tags expired and Im on second set of temp tags. Have called and text and all I get was we are working on the tags. Finally talked to tax office and they said sounds like they have no title. ********************* said he was so sorry for this. To this date 1-26-24 Ive made two payments two insurance payments and got an oil change before I have tags. They sold a car with no title.
Business Response
Date: 02/01/2024
We have been in constant contact with ************** about this situation. We had to apply for a duplicate title in ******** and it has been a lengthy process. We have provided him with updated tags for the vehicle during this process. We should have this issue resolved by the end of February.
Customer Answer
Date: 02/01/2024
I am rejecting this response because: I call / texted my salesperson with no response. I called **** twice and he had someone else call me to say they are working on it. It wasnt till I said the tax lady in clay county said it sounds like they dont have your title. Since that call **** has been in contact with me with a little push from another salesperson that said they would help me. Called me Saturday with no good news. Said they are working to get my title. How do you sale a car without a title. This isnt a buy here pay here shop. My stress level has been out the roof with this car thinking Im going to get pulled over for buying a stolen car or something
Business Response
Date: 02/01/2024
I called ************** explained the situation, I've made another tag that he will pick up tomorrow. I also explained that this issue has nothing to do with the resale value and he will be getting a good clean ***** title when the loan is paid off.
Customer Answer
Date: 02/01/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:11/30/2023
Type:Product 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 took my vehicle to them after the check in engine light came on. I scheduled and appointment with them and had to call multiple times to see if my car had been looked at yet over the span of nearly two weeks. I had an employee speak down to me and tell me I could just go pickup my car if I really needed it that bad (it was overheating and not able to properly run). After complaining about the lack of consistent communication and rudeness I endured, they put a different advisor on my case and assured me communication would no longer be an issue. They charged me 155$ for a diagnostic run but never determined the exact cause. They also informed me that my entire engine needed to be replaced. I informed them I had an extended warranty and gave them the info. An inspector came out and denied my claim based on an issue I was repeatedly told by the dealership, was not true even though they could not give an exact cause of failure. I asked them to file a second claim and was told they would do so immediately. I repeatedly called for two weeks trying to get an update and never got any call back. After finally taking time off work to go in person, I was put in contact with the service manger who told me that the advisor I was dealing with informed her that there was no update because there was an issue getting an inspector to this area. I called the extended warranty myself and found out that the second claim was not filed until that day. They then tried to charge me for test to prove what was wrong with the car without even knowing so that the extended warranty would be approved. I was consistently lied to and given the runaround. I was also told I would be charged one price to pick up my vehicle and then was told a number that was 200$ more. After wasting just shy of 3 months of my time I finally got my vehicle back (in pieces) and it cost me 775$. Im making this complaint so that other people are aware of what to expect when dealing with the service department.
Business Response
Date: 12/15/2023
Our team here did everything possible to help her get the replacement engine she needs. Our service manager did exactly what she asked us to do in getting the warranty company to send an inspector out for a second time to try and get it approved. She sat on the phone with them on hold with the customer in her office for well over 2 hours. I am being told that she was very thankful for the efforts. This was a warranty company that we do not deal with on a normal basis, nor do we have any control over them. We are at their mercy and the decisions that they make whether they will cover the repair or not. As far as the money we had to charge her we had to tear down the engine in order for the warranty company to inspect it. This was explained before we did the work. I certainly understand the frustrations and we never want this outcome for any customer, but it is outside of our control. When work is done, like anything else it has to be paid for by someone or some company.
***********************
GM/Managing partner
Business Response
Date: 12/15/2023
this is the email thread between my service manager and the customer. Once the repair was denied she took over the communication in efforts to help the customer get approval from the warranty company.

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