ComplaintsforKey Scales Ford, Inc.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/22/24 we leased a new **** Mustang mach e. We just recently found out that **** has a policy to not let another dealership pay off the lease on our car. this prevents us from trading in our car on anything other than another ***** This policy was not disclosed to us at the time of purchase ,had it beenI would not have leased from them.. I am aware that ***** has a similar policy however they disclose it in the lease agreement. I am now stuck with a car I am not happy with for the erm of the lease (3 years).

  Business response

  06/06/2024

  A vehicle that is leased is not owned by the customer. A vehicle can't be traded by a customer when they do not own the vehicle. The customer attached the lease contract which clearly states how to end the lease. The only way to trade a lease vehicle is to purchase the vehicle , then the ******* will own the vehicle and can trade it anywhere they want.

   

  **** Motor Credit (the lessor) does allow their vehicle to be traded ( no sales tax credit given , as the customer doesnt own the vehicle) to a **** dealer during the last 120 days of the lease. 

  I have attached the Delivery Summary where the ******* acknowledge all questions have been answered and that they had sufficient opportunity to read all the documents they signed. 

  Customer response

  06/06/2024

  The companys response is totally untrue.  If we had to own the vehicle first , then we would not be able to trade it in to anouther **** dealership ******. We have had several **** dealerships offer to pay off our lease and take the car in on trade.  We have also has leased cars from **** before and sold them to car ****  Car *** was the first to tell us that **** now has a policy that prevents them from paying off the lease, however they can pay off leases f from other companys.  According to key scales ford we would have to have the cash to pay off the lease ourselves in order to trade it in.  We have received offers from ***************** in ******* and ********************* **** in *******, to pay off our lease and take the car in on trade but we dont want anouther ****, in fact now I will never buy anouther ****.  They ae forcing us to keep a car we are not happy with for anouther 3 years.

  Customer response

  06/06/2024

   
  Complaint: 21807675
  
  I am rejecting this response because:The companys response is totally untrue.  If we had to own the vehicle first , then we would not be able to trade it in to anouther **** dealership ******. We have had several **** dealerships offer to pay off our lease and take the car in on trade.  We have also has leased cars from **** before and sold them to car ***.  Car *** was the first to tell us that **** now has a policy that prevents them from paying off the lease, however they can pay off leases f from other companys.  According to key scales ford we would have to have the cash to pay off the lease ourselves in order to trade it in.  We have received offers from ***************** in ******* and ********************* **** in *******, to pay off our lease and take the car in on trade but we dont want anouther ****, in fact now I will never buy anouther ****.  They ae forcing us to keep a car we are not happy with for anouther 3 years.
  
  Sincerely,
  
  *******************

  Business response

  06/06/2024

  We are sorry you are unhappy with our response. Please feel free to contact ************************* with any of your concerns as this is now between you and the Lessor. The dealership does not control the policies of the lessor. If you do not want another ***** there is nothing we can do to assist you at this time. 

  You signed a lease agreement and acknowledgement that you read and understood the lease agreement. 

   

  Business response

  06/06/2024

  Mr. & **************,

  i did confirm that if you would like to purchase your lease out . We can get a payoff from FMCC and we can sell your lease to you. Then you can trade it wherever you would like. That is the only viable solution that can happen to allow you to trade the vehicle in on another manufacturer. I did find out that you were upset over the repair that was not warrantable. Damage is not considered a manufacturer defect. We are going to do some research to see if **** will assist you at all ( I am sure the other dealer tried, but we can try again just to be sure. Please email your repair order to ******************************** he is our sales manager) . I have the service manager doing research on this (repair). 

  Thank you. 

   

  Business response

  06/06/2024

  Mr. & ***************

  My service manager researched the repair. The dealership out of state went to **** on your behalf and assisted in the repair. The dealership went above and beyond to assist you. Unfortunately, damage is not a manufacturer defect and is not warrantable. **** assisted with 70% of the repair. There is nothing else we are able to do for this situation.

   

  Customer response

  06/06/2024

  Please have them show where it is stated in the lease.  Went through all the paperwork we received, that was what we signed, and can not find it stated anywhere.

  Customer response

  06/08/2024

  We have talked to ********************* **** greenway **** and mulinax **** all of them said they can and would be happy to take our **** in on trade. I have reviewed all of the paperwork we signed at the time of purchase and found nothing that said we cannot trade in our leased ****.

  Customer response

  06/10/2024

  You have a funny way of doing math.  **** helped with 50% not 70%.  But whatever, it is what it is.  We can unfortunately never do business or recommend **** to anyone. 

  Customer response

  06/10/2024

   
  Complaint: 21807675
  
  I am rejecting this response because:You have a funny way of doing math.  **** helped with 50% not 70%.  But whatever, it is what it is.  We can unfortunately never do business or recommend **** to anyone. 
  
  Sincerely,
  
  *******************

  Business response

  06/10/2024

  We looked at the **** GCCT case, it shows the dealer submitting a financial assistance of $1932.59 and customer participation of $579.78 which is 30%- no funny math here. That is 30% of the full repair. 

  Rejecting the BBB doesnt change the fact, you dont own the vehicle when you a lease a vehicle, you can't trade a vehicle you dont own. **** Motor Credit Company OWNS the vehicles and they make the decision what can and can't be done with a vehicle they own. The customer issue is with the lessor not the dealership. 

  We gave options of how the customer can trade the vehicle, if he chooses not to accept them, that is on him. 

   

  Customer response

  06/10/2024

   
  Complaint: 21807675
  
  I am rejecting this response because:

  First of al the company has mad no attempt at settling this claim.  All they have donees to bring up awarenty issue hade with *********************** Georgia.  I accepted that issue before ever filing this complaint.  The issue was never part of this complaint.  I hav asked them for the sake of customer service to negotiate a settlement in this case.  They obviously don't care about customer service.  I find it interesting thatchy  don't even tell their sales staff about their policy.not only did key scales sales staff not know about the policy I talked to sales staff at several other **** dealerships and they knew nothing about this policy.  in fact I had several other **** dealers offer to take our car in on trade, unfortunately they didn't have anything we were interested in.
  
  Sincerely,
  
  *******************

  Customer response

  06/12/2024

  It seems like key scales ford thinks this complaint was about the service issue We had with *****************.  Weacepted the settlement ***************** made.that issue was never part of my issue with key scales ford.  I have financed many cars in the past, and I was not the legal owner on those until I paid them off, however I was still allowed as the registered owner to trade in the car before paying it off. A lease works the same with every other auto Company I have dealt with.  My issue has always been that key scales ford never discloses this reticulas policy to us.

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/12/24 I brought my 2023 F450 into the dealership due to a check engine light and lost of power. A diagnosis was done on the truck by the mechanic and ******** the service writer came back and told me that my vehicle had P0088 , removed rear fuel filter and on inspection found HEAVY METAL debris in filter assembly. Was told that the High pressure fuel pump failed for lack of lubrication due to fuel contamination. Then the mechanic came out and personally accused me of filling my tank with gasoline and that if I did not do it then my vehicle was vandalized and suggested I do like all the other clients with the same issue did and call my insurance company and start a claim as the repairs would be in the $15k-$21k range. ******** then went into the bay to take a video of fuel in a pan that was allegedly taken from my truck full with heavy metal shavings as well as pictures which he sent to me so I could send over to my insurance carrier and even got on the phone with them to explain the situation to start the claim. I was told by the carrier to turn in all documents and receipt for rental companies for reimbursement. because the mechanic said he was the only diesel mechanic and only worked part time, I towed the truck the next morning to **********************************. They uncovered Key Scales attempt to defraud me, the insurance and brought a spotlight to the deceptive fraudulent practice. They did a diagnosis and uncovered that my vehicle never had code P0088, did not have heavy metal debris or fuel contamination and nothing was wrong with the High pressure pump. In fact they kept my truck for almost two months and drove it over 150 miles to make sure that they could positively be sure that I was being lied to and defrauded by key Scales. They also verified that the issue was warrantable and had nothing to do with my vehicle being vandalized but rather a simple fix. The insurance found it was not claimable. Key Scales action cost me lost of work and rental fees.

  Business response

  04/30/2024

  Our senior master technician verified Mr. ******* concern,perform diesel diagnosis, P0087 / P0088 , check engine light was present,remove fuel rear fuel filter, and inspected , we found heavy metal debris in the filter assembly, advised customer of high pressure pump failing , most likely cause is lack of lubrication due to fuel contamination. Tear down and further inspection required to identify the root cause, customer declined further action. Customer was charged for diagnosis only.
  We have pictures showing the metal shavings in the pan. If the customer had approved the tear down, the insurance company would have come out to the dealership and done their own inspection and would have come to their conclusion, the customer declined any further action.
  As **************** stated, he towed the vehicle to another **** dealership. To release the vehicle, we had to reassembly the vehicle, pouring the fuel out of pan. It is possible that with the vehicle never running it did not filter new fuel into the system which would have left indications of the metal shavings.  We cannot speak for what another dealership concludes. We can only speak of the facts we had at the time of inspection.
  We have notified **** Motor Company of the clients concerns and reported all findings, including pictures to **** Motor Company for further investigation. All future communications must be directed to **** Motor Company. The case number is CAS-********-W1R0T6.
  We have given this information to ****************. 

  Customer response

  04/30/2024

   
  Complaint: 21637113
  
  I am rejecting this response because:
  The answer by Key Scale is false and deceptive.  As per attached documents from Key Scales and *********************** **** as well as **** Motor Company with regards to case CAS-********-W1R076 you can clearly see the deceit in this very response. 
  1- As per Key Scale diagnostics, P0088 was the only code. ******* debunk this and showed that in the history of my truck freeze frame for codes, that code never was present. Now in the response Key Scale is trying to sneak in code P0087 which was acknowledged by ***********************. 
  2- The pictures they have are fabricated and by theory false as well as deceptive.  *********************** verified that before touching my truck, they went over Key Scale diagnosis docs. Upon inspecting the vehicle, they verified that the fuel was never flushed or drained.  
  3- They checked fuel and found No Debris or Heavy metal shreds  

  4- Same Fuel was in truck the entire time from Key Scales to ***********************. Fuel sample proved No Contamination   
  5- They drove the vehicle a total of 155 miles in hopes to duplicate Key Scales claim in a period of over a month while they had my vehicle, they then checked for debris, heavy metal shreds and contaminants again and by the documents provided and calls made to me by ********* the service writer as well as the mechanic who worked on my truck at ***********************, nothing Key Scale **** diagnosed was accurate or true. They both concluded that there was ZERO possibility that my fuel was contaminated, that parts lost lubrication or that my truck had heavy metals   
  6- With regards to Key Scales notifying **** Motor Company. Upon reaching out to them and them seeing both documents and findings, they said Key Scales Ford according to *********************** were deceptive, they turned it over to the dealer department for **** Motor Company which concluded that Key Scales as an independent dealership was responsible for my lost, my rental fees as well as fees impacted by lost of income due to their direct involvement with this situation. They told me that this is a matter that Key Scale needs to handle and answer for and suggested that if they did not handle it, to get BBB involved which I did. Today I spoke once again with them and explained that Key Scales told me to direct the matter to them and once again I was told that this matter lies on Key Scales not them and further sent the directives in writing. 

  Key Scales need to stop making excuses for the deceptive practices and take accountability for their actions sooner than later.

   

  Sincerely,
  
  *************************

  Customer response

  04/30/2024

  Attached find Diagnostics from both dealership with findings to rebut the deceitful response from Key Scales

  Customer response

  04/30/2024

  Diagnostics

  Customer response

  04/30/2024

  Diagnostics from Key Scales and rebuttal from **********

  Customer response

  05/01/2024

  I just emailed the *** with the attachment that have both diagnostics from Key Scales Ford and *********************** **** to prove and discredit Key Scale answer.  I spoke to a rep for BBB and was told to email it to ********************************** as I had trouble with my device last night to send it.  
  

  I emailed it around 20 minutes ago to you and on the subject line it has my complaint #.  
  

  Its coming from my email ***************************

  Business response

  05/01/2024

  We cannot speak for another dealerships repairs. We can only go by the facts we had in front of us at the time we had Mr. ******* vehicle. Mr. ******* vehicle had metal shavings in the fuel filter housing at the time the vehicle was in our shop.  We have a video and photographic evidence of our findings.  We do not fabricate nor are we deceitful in any of our business practices. There is NO possibly way to defraud his insurance company because they do their own investigation with their adjusters to determine that what we say is accurate.  We have dealt with many fuel contaminations over the years and have never had an issue with any insurance company, they are very thorough in their investigations.
    According to ****s general service bulletin further diagnosis would be required to have a final determination of failure which *************** did not approve. Because we saw evidence of metal shavings, which is typically from lack of lubricity and **** deems that as a contamination. We contacted **************** to inform him of the possibility of contamination and that he would need to give us approval for additional diagnosis, which he refused.  We suggest contacting their insurance company because if it is found to be contamination, they would need to get involved early on to cover this expensive repair. Unfortunately, because **************** took the vehicle, we were unable to conclude any final determination.  We only charged **************** the initial diagnosis. Had **************** approved the additional diagnosis to determine failure and it was warrantable there would have been no out of pocket expense to ****************.
  We stand by our findings, and we have reported them to **** Motor Company. If **** Motor Company believed we did anything inappropriately they would have reached out to us. We have not heard from **** Motor Company regarding Mr. ******* case. We only charged **************** for the initial diagnosis and therefore do not owe him anything.
  

  Customer response

  05/01/2024

   
  Complaint: 21637113
  
  I am rejecting this response because:

  Issues are not about what the other dealership did. The issue is that Key ********** is still standing behind the Fraud committed. By reviews, Key Scale have a track record of the practice and what theyve done to me. Regardless of an insurance independent investigation, people do go to jail for initiating fraudulent claims, so in a way Im glad I did take my vehicle out of the dealership and finding out thru Ocala that this vehicle was not vandalized as the rep told my agent. The way business was being conducted with only having and relying on one diesel mechanic who works part time as well as the mechanic blaming me for putting gasoline in the diesel truck before reverting to telling me it was vandalized which sent me into a stressful panic, flared my depression and carried up my blood pressure, did not sit well with me.  I have it in my video recording as well. To finally land a steady contract, go purchase a brand new vehicle to fulfill duties only to be told that the $15k to $21k in alleged damaged I caused would not be covered by warranty and to put in a claim with the insurance company was nerve racking.  On top of that to be told that only one part time mechanic would work on it whenever he could get to it hurt worst than the perpetuated fraud. 

  Ive driven my vehicle thousands of mile after Ocala fixed it and still no shreds which would have reoccurred if any parts of what Key Scales is claiming were true. 
  What they essentially did was record damages that are stuck with my vehicles vin that was swiftly rebutted but in the long run will cause future implications if I ever tried to sell or trade in the vehicle in the future  

  Ford ************* made it clear that they cannot get involved with actions of an independent dealership, furthermore, when the claim was opened by Key Scales to Ford *************, they never elaborated on the issue. Ford ************* do not have any subject to the claim Key Scales open   Rather the information they have was the one provided by me to which case # CXH-01876129-C9Z1S2 was documented with the actual findings.
  They furthermore concluded that the info provided by Key Scale would have only gotten the case number closed without investigation due to the manner of how they provided the information. All this is documented and easily accessible.  Im not sure why Key Scale is keeping up with this charade. 
  Key ********** is essentially still standing on the fact that my fuel was contaminated and that shreds of metal was in my fuel when ********** could tell that no fuel was ever drained to check for contamination or shreds, proving that the pics and video are fake and false.
  I had to be dropped off by Key Scale to my home and the mechanic left before me and I came in the next morning with a tow truck before his arrival to tow the truck from the spot it was in. Nobody assembled or touched that vehicle as they were closing when I got picked up by their van. Im glad I have video, witnesses and supporting documents along with the two people ******** spoke with on the phone about the attempted fraud and will be glad to go to any extent that they want to direct this into, not only for my imminent funds owed due to my loss but to bring a spotlight and more awareness into their practice.

  Truly hope they can reverse course and amicably correct their fault in this matter before these deeds get exposed.

  Sincerely,
  
  *************************

  Business response

  05/06/2024

  We do not commit fraud. There are ZERO cases against Key Scales Ford for any of the misdoings and allegations **************** is accusing us of. Every make of dealerships across the country has clients that don't understand all the facts of factory warranties and will make unfounded accusations and post negative reviews.  We have been in business for over 52 years and it is not by defrauding customers. We value ourselves on integrity and honesty. 

  Water & Contaminates get into the fuel system from a variety of reasons, unknown to us.  When a customer asks us how it happens, we give them examples. We clearly do not know when and where it happened. We just see the results of the possible contamination. AGAIN, further teardown was necessary in ******************** case, which he declined. 

  We charged **************** for the time we had invested in this vehicle because we were unable to claim it with ****************** under factory warranty due to the evidence we had at the time of inspection. ****************** requires tear down to get to point of failure in any cases that a factory trained technicians deem suspicious. **************** unfortunately had those conditions upon his vehicle's inspection.  We needed additional approval time from **************** to continue with the determination of failure, which he DECLINED and towed the vehicle out of here. Had we gotten to the point of failure and found it to be warrantable **************** would not have been financially responsible for anything. 

  **************** needs to seek his rental reimbursement from the dealership that provided the warrantable repair. 

  ****************** is doing their investigation internally. What ****************** chooses to do with those results may or may not be shared with us. 

  **************** only paid us for the diagnosis fee, which we deemed not warrantable at the time of inspection. 

   

  Customer response

  05/06/2024

  Key ********** are bold face criminals.  Any and all engine codes that my vehicle have ever had pops up on a Freeze Frame.  When I got to Key ********** my check engine light was off.  So instead of connecting and pulling the code of my freeze frame, the misdiagnosed my truck by similar issues that others had and he diagnosed my truck with a code that to date my truck have never had.  You can plug up to my truck right now and easily debunk this dealership claim.  What makes it worst is that the dealership is now shifting to the claims of WATER IN MY TANK but I have the mechanic on video accusing me of filling up the Tank with GASOLINE. 

  I never told Key Scale I was showing up to take my vehicle in the morning, rather showed up very early because I did not want them touching my vehicle after going home and checking my camera notices for hours and verifying that nobody came on my property to put GASOLINE into my truck and vandalize it.   
  

  The mechanic at ********** upon inspecting my truck quickly realized that my vehicle was never drained since I purchased the truck and knew almost immediately that the pics I sent them did not match my vehicle. He went as far as comparing pics with the actual housing which has not been changed. 
  

  I know and understand Key Scale puts full trust in the mechanics and I can see how trying to stand behind the only diesel mechanic that works part time is crucial to them vs believing the Facts that are irreversibly in their face. As a business owner I know its hard. Believe me. But taking accountability go a long way with sparing the embarrassment and legal implications that being wrong and strong will cost Key Scales in the long run.  
  

  Glad you now admit it was warrantable as Ocala proved. I was charged by Key Scale for a diagnosis where they established a code on my vehicle I will prove it never had, and fuel contamination it also never had as well as metal shreds in my fuel it also to date DO NOT HAVE.   This is considered Fradulent Practice s. 775.082, s. in the state of *******.  No matter how you spin it or how many years youve been in business.  
  

  Furthermore Im not the first to accuse you so it could be considered organized fraud once any legal theme can prove Im not the only one. I only urge that you reconsider.  
  

  I left your establishment with an insurance claim initiated by KEY SCALE *****  I lost revenue due to thieve actions not only by rentals.  
  

  I urge and hope that you would take this matter serious as I am.  

  Customer response

  05/06/2024

  Complaint not satisfied.  Please reopen and forward my last message as response to Key Scales. 

  Customer response

  05/06/2024

  As per your claims of ZERO CASE:

  Refer to this ****** review of Key Scale ****. 
  

  *************************
  10 reviews
  
  
  
  6 months ago
  My mother untrusted this dealership with this maintenance of her 2018 **** Edge. After s******* her over on a simple brake job, I reviewed ALL of the invoices associated with previous visits which unveiled a history of deceit and dishonesty.. As of this morning, this dealership is now part of a wider investigation by the authorities involving vehicle tampering, unlawful modification of electronics and taking advantage of female and senior customers..
  1

  Customer response

  05/06/2024

  Key Scales said in response to have ZERO claims of scams or fraud. Yet another complaint similar to mines.
  

  August 22, 2023
  
  I do NOT recommend anyone purchasing a vehicle or bring  their car to this dealership for ANY service related work. They are unprofessional and deceitful! They run diagnostic tests and charge you for repairs unrelated to the issues you originally had. They documents unnecessary repairs needed on RO's. The General Manager is a *****! Sure they claim willing to work with you after you spent $3K plus in repairs unrelated to the original issue then expect you to incur additional costs to break down your car again. Sure they put **** OEM parts in doing repairs but they charge you "double" the cost of the part that you can purchase the **** OEM part online for. This does not include of course, an additional cost for labor charges. Do your research ... there is a reason they are not BBB accredited. LESS
  by *******
  SERVICE PRICE TRANSPARENCY
  
  WORKMANSHIP
  
  SERVICE TIME
  
  SERVICE COMMUNICATION
  
  RECOMMEND DEALER
  NO
  EMPLOYEES WORKED WITH 
  General Manager - 

  
  

  Customer response

  05/06/2024

  Yelp complaint as to your Zero Fraud Practice claim. 
  

  
  **************
  0
  5
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  1 year ago
  We took our van in bc the brakes lights were on. They told us brakes & sensor needed to be changed. They ordered parts but they didn't arrive in time. They wouldn't give us a refund. We ended up calling the credit card company to dispute it. We took it to another for dealership. Turns out the wire to sensor was broken. So the brakes didn't even need changing. Terrible liars & cheaters! Don't go there unless you want to get taken advantage of.

  Business response

  05/07/2024

   When you enter ******************** VIN number into ****** PTS data base, if you enter code P0087 or P0088,  it takes you to a general service bulletin. In the GSB,  In bold PRINT it states, large amounts of metal debris formed when the high pressure fuel injection pump drivetrain fails due to lack of lubricity. Poor fuel contaminates such as DEF, water, gasoline, aged/oxidized fuel, organic growth (bacteria / fungus) unapproved fuel additives or ethanol introduced into the fuel system typically cause this type of failure. It is crucial to check for contaminated/poor quality fuel when a large amount of metal debris is found in the *** port. (Side note, we were not approved to inspect the *** port as that was the next step in diagnosis , which **************** declined.)

  The symptoms that ******************** vehicle was presenting at time of write up are indicative of a possible fuel contamination. That option must be eliminated to proceed under ****'s Warranty and that is what led us to inspect the fuel filter housing. The visual inspection on Mr. ************** fuel filter housing  showed metal debris, this is indicative of a high pressure pump failure.  We contacted **************** to approve further diagnosis and he declined. **************** did not allow us to continue the diagnosis process to get to a final conclusion. When we suspect a possible fuel contamination we get the customer involved because we know that this is not a warrantable repair. We request the customer to approve further diagnosis, we suggest contacting their insurance company for early awareness should it lead to an insurance claim. This give the agent from the customer's insurance company  to be involved early in the process. Again, we were never given the approval to continue the diagnosis on ******************** vehicle to get to a final diagnosis. 

  We never said Mr.  ****** had water in his tank. We were making a generalized statement by stating that water & contaminants get into the fuel system for a variety of reasons. ******************** fuel filter housing presented metal shavings. See the attached pictures that was sent prior. We also never said we drained his fuel. We reinstalled the fuel filter housing which could have removed the small amount of fluid in the housing along with metal shavings in the housing. 

  Generally when there is a discrepancy between dealerships assessments, it is typical protocol for a service manager to contact the other service manager to discuss their findings to ensure proper information to secure an accurate diagnosis. We have never heard from the other dealership in regards to ****************. We contacted ****************** immediately upon ******************** accusations, so that ****************** can investigate. 

  We are not admitted that his repair at the other dealership was or was not  a true warrantable condition.  It is not for us to determine. However, **************** did provide a warranty repair order from the other dealership. We were only suggesting that **************** submit his rental receipt for his rental coverage to them. Had we continued with our diagnosis and concluded it was a warrantable repair, we could have provided rental assistance thru ****** program that all dealerships have access to. 
  

  We are not sure what statue ******* has to do with this situation. Per Florida, ******* Penalties; applicability of sentencing structures; mandatory minimum sentences for certain reoffenders previously released from prison. *******3 Violent offenses committed against specified justice system personnel.

  If **************** has proof of his slanderous false allegations, please provide them for our review besides the repair order from the other dealership. 

  On a side note, we checked ******************** connected data and it is recording some VHA & DTC codes currently, he may want to have his vehicle inspected for those concerns. 

   

   

  Customer response

  05/07/2024

  MORE LIES.

   WHY WOULD ANYONE ENTER MY VIN AND THEN ENTER TWO ****S TO SEE THE *** ON ****S ENTERED? ONE HAS NOTHING TO DO WITH THE OTHER.  YOU CLAIMED THAT MY VEHICLE HAD A **** IT DID NOT HAVE.  THAT **** WAS P0088. NOTHING ELSE.  THIS WAS FALSE INFORMATION.  

   

  SECONDLY WHY ARE TOU GENERALIZING OR BRINGING UP WATER WHEN I HAVE YOUR TECH ON CAMERA SAYING I FILLED MY TANK WITH GASOLINE.  HE DID NOT GENERALIZE DEF OR WATER.  HE ACCUSED ME OF DOING SO OR THAT MY VEHICLE WAS VANDALIZED. 

  THIRDLY. HE DID NOT SUGGEST I CALLED THE INSURANCE COMPANY.  HE GOT ON THE ***** AND TOLD THEM THE **** HE LIED ABOUT ME HAVING AND TOLD THEM MY TANK HAS GASOLINE IN IT.  

   

  FOURTHLY: WHAT MY SYMPTOMS GOT TO DO WITH WHAT YOU SAID WAS WRONG WITH MY VEHICLE.  I DID NOT BRING MY ***** FOR YOU TO CHARGE ME $323.56 TO GUESS BASED ON SYMPTOMS, LIE ABOUT SHREDS HE NEVER SAW AND GASOLINE THAT NEVER CONTAMINATED MY TANK.  IM TELLING YOU MY VEHICLE WAS NEVER DISASSEMBLED OR REASSEMBLED WHEN I SHOWED UP.  I GOT IT FROM THE SAME LOCATION AND POSITION IT WAS IN AND BROUGHT A *** ***** TO *** IT THINKING IT WAS RIPPED APART AS I DID NOT WANT YALL TOUCHING ANYTHING ELSE ON THE ***** AFTER CHECKING THAT IT WAS. OT VANDALIZED.  ONLY TO FIND OUT WHEN IT GOT TO OCALA THAT THE VEHICLE WAS INTACT AND UNTOUCHED. 

  ANOTHER LIE IS THAT THEY CALLED ME TO AUTHORIZE FURTHER WORK.  I GOT TO THE DEALERSHIP 48 MINUTES BEFORE IT CLOSED.  SIGNED THE **** AND LITERALLY WALKED TO THE RESTROOM AND BY THE **** I WALKED BACK, ********* HAD MY VEHICLE DIAGNOSED,   TOLD ME THE DAMAGE WAS NOT UNDER WARRANTY AND TO CALL MY INSURANCE AS WAS COMMON PRACTICE BECAUSE THEY WOULD COVER IT.  AS I DID, MY CARRIER ASKED IF THEY SHOWED ME THE ***** SHREDS.  ********* THEN RUSHED INTO THE **** AND 10 MINUTES LATER AFTER WALKING INTO THE **** WITH MY ***** SITTING OUTSIDE THE *** DOOR BROUGHT ME PICS OF SHREDS IN FUEL TO SHOW THE INSURANCE CARRIER.  NOT ONCE BEFORE I LEFT MY ***** WENT INSIDE THE ****.  I WAS UNDER THE IMPRESSION THE ENTIRE **** THAT YOUR TECH IN TWO MINUTES PULLED DOWN AND SEEN THE SHREDS IN THE WALK TO THE RESTROOM AND BACK.   THE ENTIRE **** HE DID NOT EVEN BOTHER TO HOOK UP A COMPUTER TO CHECK.  HE DID HOWEVER SAY HE WAS LATE TO HIS OTHER JOB AND WOULD COME CHECK IT WHEN HE GOT BACK TO WORK AND RUSHED OUT.   

  NOBODY ELSE TOUCHED THAT *****.  I WAS THE LAST PERSON TO BE PICKED UP AND BROUGHT HOME.  CAME IN FIRST THING BEFORE THE MECHANIC GOT IN WITH THE *** *****.  WAS TOLD HE DID NOT COME IN AND THEY REFUSED TO GIVE UP THE **** UNTIL I PAYED FOR THE FRAUDULENT DIAGNOSTIC.

  I do apologize on statutes.  I do digress and correct with the ones that apply to you:

  817.234, Florida Statutes, any person who, with the intent to injure, defraud, or deceive any insurer or insured, prepares, presents, or causes to be presented a proof of loss or estimate of cost or repair of damaged property in support of a claim under an insurance policy knowing that the proof of loss or estimate of ...

  Section ******* - Unlawful acts and practices
  It is a violation of this act for any motor vehicle repair shop or employee thereof to do any of the following:
  (1) Engage or attempt to engage in repair work for compensation of any type without first being registered with or having submitted an affidavit of exemption to the department.
  (2) Make or charge for repairs that have not been expressly or impliedly authorized by the customer.
  (3) Misrepresent that repairs have been made to a motor vehicle.
  (4) Misrepresent that certain parts and repairs are necessary to repair a vehicle.
  (5) Misrepresent that the vehicle being inspected or diagnosed is in a dangerous condition or that the customer's continued use of the vehicle may be harmful or cause great damage to the vehicle.
  (6) Fraudulently alter any customer contract, estimate, invoice, or other document.
  (7) Fraudulently misuse any customer's credit card.
  (8) Make or authorize in any manner or by any means any written or oral statement that is untrue, deceptive, or misleading and that is known, or that by the exercise of reasonable care should be known, to be untrue, deceptive, or misleading.
  (9) Make false promises of a character likely to influence, persuade, or induce a customer to authorize the repair, service, or maintenance of a motor vehicle.
  (10) Substitute used, rebuilt, salvaged, or straightened parts for new replacement parts without notice to the motor vehicle owner and to her or his insurer if the cost of repair is to be paid pursuant to an insurance policy and the identity of the insurer or its claims adjuster is disclosed to the motor vehicle repair shop.
  (11) Cause or allow a customer to sign any work order that does not state the repairs requested by the customer or the automobile's odometer reading at the time of repair.
  (12) Fail or refuse to give to a customer a copy of any document requiring the customer's signature upon completion or cancellation of the repair work.
  (13) Willfully depart from or disregard accepted practices and professional standards.
  (14) Have repair work subcontracted without the knowledge or consent of the customer unless the motor vehicle repair shop or employee thereof demonstrates that the customer could not reasonably have been notified.
  (15) Conduct the business of motor vehicle repair in a location other than that stated on the registration certificate.
  (16) Rebuild or restore a rebuilt vehicle without the knowledge of the owner in such a manner that it does not conform to the original vehicle manufacturer's established repair procedures or specifications and allowable tolerances for the particular model and year.
  (17) Offer to a customer a rebate, gift, gift card, cash, coupon, or any other thing of value in exchange for making an insurance claim for motor vehicle glass replacement or repair, including, but not limited to, calibration or recalibration of an advanced driver assistance system. A nonemployee who is compensated for the solicitation of insurance claims is also prohibited from making such offer.
  (18) Fail to provide electronic notice or written notice in at least 12-point type to the customer whether the calibration or recalibration of the advanced driver assistance system is required as part of the replacement or repair of motor vehicle glass to make such system operable and to ensure such service is performed in a manner that meets or exceeds the vehicle manufacturer's specifications.
  (19) Violate any provision of s. 713.585.
  (20) Perform any other act that is a violation of this part or that constitutes fraud or misrepresentation.
  Fla. Stat. *******
  s.11, ch. ******; s.828, ch. ******; s.2, ch. 2019-73; s.2, ch. 2023-136.
  Amended by 2023 Fla. Laws, ch. 136,s 2, eff. 5/25/2023.
  Amended by 2019 Fla. Laws, ch. 73, s 2, eff. 1/1/2020.

   

  Customer response

  05/07/2024

  MORE LIES. 

  AS PER YOUR CLAIMS OF CURRENT CODES ON MY VEHICLE YOU JUST CHECKED.  

  ABSOLUTELY FALSE. I HAVE ZERO CODES ON THE VEHICLE.  WHY ARE YOU SO BOLD FACE WITH THE LIES.  

   

  I HAVE AN APPOINTMENT FOR OIL CHANGE WITH MY LOCAL *****  I WILL HAVE THEM PRINT OUT ALL CODES AND SAMPLE THE **** AGAIN SO THEY TOO CAN DEBUNK YOUR LIES OF HEVY METAL SHREDS.   

  YOUR CONTINUED LIES ARE GOING TO MAKE THIS DEALERSHIP VERY FAMOUS.  

   

  ATTACHED FIND CURRENT PIC OF MY DASHBOARD. 

   

  FUNNY HOW YOU CHARGED ME $323 FOR FRAUDULENT DIAGNOSIS BUT ARE NOW CHECKING MY VEHICLE REMOTELY WITHOUT MY PERMISSION IN ATTEMPTS TO LIE TO THE PUBLIC.  

   

  PILE IT ON. 

  Customer response

  05/07/2024

  MORE LIES. 

  AS PER YOUR CLAIMS OF CURRENT CODES ON MY VEHICLE YOU JUST CHECKED.  

  ABSOLUTELY FALSE. I HAVE ZERO CODES ON THE VEHICLE.  WHY ARE YOU SO BOLD FACE WITH THE LIES.  

   

  I HAVE AN APPOINTMENT FOR OIL CHANGE WITH MY LOCAL *****  I WILL HAVE THEM PRINT OUT ALL CODES AND SAMPLE THE **** AGAIN SO THEY TOO CAN DEBUNK YOUR LIES OF HEVY METAL SHREDS.   

  YOUR CONTINUED LIES ARE GOING TO MAKE THIS DEALERSHIP VERY FAMOUS.  

   

  ATTACHED FIND CURRENT PIC OF MY DASHBOARD. 

   

  FUNNY HOW YOU CHARGED ME $323 FOR FRAUDULENT DIAGNOSIS BUT ARE NOW CHECKING MY VEHICLE REMOTELY WITHOUT MY PERMISSION IN ATTEMPTS TO LIE TO THE PUBLIC.  

   

  PILE IT ON. 

  Customer response

  05/07/2024

  Attached find current dash pic with no alerts or check engine to indicate codes. 
  

  Key Scale claim to be remotely monitoring my vehicle without my consent or written permission is not only a violation and invasion of privacy but further attempts to distort the truth.  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction 8/17/23 Needed to get car diagnosed by the Ford dealer as my mechanic informed me they could not perform specific issue. The Ford dealer specifically Serena H***** informed me that the diagnostic fee would be $150. So I allowed them to proceed with the diagnosis. When I went to go pick up the car they charge me the $150 plus a fee for “shop supplies”. This fee was NEVER mentioned with my case and when I went to pay the $150 they said the shop supplies was for towels used during the diagnosis. I was never informed of an added fee to the $150 and will be disputing it with the bank. Unacceptable to charge some people only the $150 and others dumb fees just because they can.

  Business response

  09/05/2023

  We never received an email until the email dated 9-4-23, we will draft a response today.

   

  Business response

  09/06/2023

  We have documentation signed by ***** acknowledging shop supplies are charged on all Repair Orders. 

  We are trying to make contact with the customer to discuss her concerns  and customer refuses to contact us back. 

   

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a car on April 14th. The car began having transmission issues within the first 3 days. I took it back to the car dealership. He told me there was no such thing as a lemon law and said he refused to take the car back. It has now been a week and I am now having transmission issues again and the blower motor is going out on the car.

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/25) */ ***** ******** purchased the 2018 **** ******** on April 12, 2022. This vehicle passed our used car inspection on March 28, 2022. ***** brought the vehicle back to us on April 15th stating that the vehicle is running rough. She states the wrench light came on and the vehicle stalled. She states vehicle went into limp mode and for us to check and advise. We performed an EEC Test, pinpoint tests and found the clamp of the CAC tube out of position. We repositioned the clamp. We road tested the vehicle, and the vehicle is operating as designed. On April 15th, 2022, ***** spoke to our General Sales Manager about utilizing the lemon law on this vehicle. He explained that Used Vehicles do not have lemon law. Then she mentioned a 3-day rescission of the contract, which we showed her on her signed finance contract that there is no 3-day rescission. Even after all that, Don G******, General Sales Manager offered to put ***** into an alternative vehicle, ***** refused because she said she wanted the ********* Today, April 25th ***** showed up on the service drive, complaining that the vehicle went into limp mode and stalled again. Our technician ran diagnostics and there are no codes present and the vehicle is operating as designed. ***** approved our technician to take the vehicle overnight to try to duplicate the concern. ***** states the concern happened on the highway at higher speeds. Our technician is going to test drive the vehicle at highway speeds tonight. When the vehicle came into the service department today (April 25, 2022) the center console and glove box are disassembled. It appears the customer is having someone other than us work on this vehicle. The dealership cannot be responsible for other shops workmanship. We are trying to duplicate her concern so we can properly address the concern. At this time, the vehicle is operating as designed. Consumer Response /* (3000, 7, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the dealership denies any responsibility on there part. The car had transmission issues within two days of my purchase. It was not until after I let them know that I would be contacting my attorney that they offered to put me in a rental vehicle. The car was kept for over 4 days before it was returned to me. I refused the second offered car because it was no where near the value of the car I currently purchased, they had just received it with no inspection done on it and no idea what sort of problems it had. This was directly told to me. The response from the dealership also fails to mention the blower motor issues as stated above that was found by a second diagnosis. Which was the original reason I have brought the car back to the dealership for a second time in less than two weeks. The car is not working properly as I am in a second rental car for the second time in two weeks. I have also occurred cost of diagnosis, towing, and ubers due to be broke down on the side of the road twice due to the lack of quality inspection done from the dealership. The car has now been returned twice in two weeks. I can not be responsible for the lack of quality, pride in product, and lack of customer service provide from this dealership. Business Response /* (4000, 9, 2022/04/28) */ The vehicle does not have transmission issues. We gave the customer a rental the same day she brought the vehicle in on 4-15-22. The company wrote off the rental expense of $202.00 while we had the vehicle and diagnosed the CAC tube. We gave the customer back the vehicle on 4-18-22 operating as designed. The four days that we kept the vehicle included the weekend, which we were not working on her vehicle, and we had given her a rental at our expense. She told our salesperson she didn't want the second vehicle because she had named this vehicle and wanted her ********* The vehicle we spoke to her about had been thru our used car inspection. She never gave us any opportunity to discuss this other vehicle. Now time has past, and there is no way to unwind her car deal other than trading the vehicle in. There was NO blower motor issue discussed when she brought the vehicle to us on 4-15-22. When she came this past Monday April 25th, some other company had been in that area working on the vehicle. The vehicle came in on Monday with the center console and glove box disassembled. There is no blower motor noise present. We AGAIN on our expense gave Ms. ******** a rental vehicle on April 25th, We have been test driving this vehicle multiple times with multiple technicians with multiple scenarios. (highway driving, around town driving, long driving , and short time driving. ) We find nothing wrong with the transmission. The vehicle is not showing any fault codes present or past. The vehicle is operating as designed. We have not charged Ms. ******** for any diagnosis time, rental or repairs. This has all been at our costly expense. Ms. ******** has warranties that will more than likely cover any transmission issues, so why would we not want to find an issue and fix it? We can't fix something that is not present. We did our best to confirm Ms. ********'s concern to no avail. Ms. ******** picked up her vehicle on 4-28-22 Consumer Response /* (3000, 15, 2022/06/14) */ I bought a car from this dealership less than two months ago. I filed a compliant with the BBB due to the horrible customer service and the issues pertaining to the car. I tried to give the company multipke times to fix the issues they had. Instead they doubled down on their lack of customer service. I get a call from a service tech letting me know that I was placed on a NO SERVICE list with them. I get a call from the lady (Service Manager) stating that if I take my complaint down that I can have my car services again. I do have it recorded. I was already taking my car to a different dealership anyways but will absolutly not be returning as this is called RETALIATION. I was told that it " Hurt their reputation by having the complaint up." If you serviced your customers better maybe you wouldn't have that issue. This location is nothing more than Con- Salesmen at their finest Business Response /* (4000, 17, 2022/06/14) */ This customer tried to bring her car back again the other day for the same concerns. In her response she said she was taking her car to another dealership, yet came here wanting service again. She lied to our management team and said she did not have a case against us with the better business bureau. It is unfortunate that she believes there is a problem with her vehicle's transmission. However, we have made it very clear through running diagnostics and rigorously testing the vehicle that there is no issue with her transmission. Additionally, it was evident that an outside mechanic serviced her **** ******** and we cannot be held responsible for the quality of their workmanship. At our own costly expense, we did not charge you for diagnostic time, repairs, or the rental cars. It would be greatly appreciated if she visited a different service shop in the future. additionally the customer went on to ****** and gave us a poor review. We reserve the right to refuse service in rare cases. We tried to assist this customer in switching cars with her in the beginning, she said no, diagnosing her vehicle to our costly expense to find nothing wrong with her vehicle, then to have to spend resources answering complaints and reviews on a situation we went above and beyond with is not in the best interest of the company and its employees. We can not diagnose and fix a ghost problem. We wish her the best in finding a service facility she is happy with, maybe she should take the car back to the person who disassembled it when she brought it to us?

• Initial Complaint

  03/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After a pleasant experience with the salesperson, the finance person attempted and succeeded in taking advantage of me. He asked if I wanted to keep the payment @ 250 a month. I responded, and let's be clear, I specifically said.... these are my words... "no, I'll pass," on any and all addendums that were put forth to me outside the parameters of financing the purchase cost of the vehicle, itself. I sat and watched the him work the numbers on his desktop screen. I can read upside down. I saw and watched as interest rates changed, so he can, or could, add addendum/s to the purchase of the car, all in all to keep the monthly payment @ $250-260...ish a month. For example, I did not ask for an Easy Care Deficiency Waiver Addendum, and, again, my response... to anything except directly purchasing and financing the vehicle was... "no, I'll pass." I was asked only once, I answered only once, but watched as my answer was ignored. When I got home and went over the paperwork, he had added a 1,000 warranty option. I seek a refund of that $1,000, plus attorney fees and potential accrued interest I would have had to pay on that 1,000.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/03/21) */ Mr. ****** took delivery of his 2017 Chevrolet Cruze on March 9, 2022 around 5:30PM. We watched the video of the delivery. Mr. ****** agreed to purchase the GAP policy, he even thanked the finance manager. Mr. ****** and the Finance Manager were having cordial conversation. There was no pressure involved in this transaction. No where in the delivery did the customer state "no I'll pass". The customer was not reading upside down. Attached you will see signed documents where Mr. ****** agrees to the GAP policy and signs his disclosures. Mr. ****** may request to cancel his GAP policy by coming to the dealership and signing cancellation documents. The GAP policy will be canceled based on time and mileage and the refund will be sent to the lienholder. Consumer Response /* (3000, 7, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is true that I said, "I'll pass." I invite a viewing of the video to show that I said, "I'll pass." And I'd like to ask, how can one tell if someone is, or is not, reading upside down? Of course, I was cordial and polite, while all along watching him go against my wishes. Yes, I want the refund, but I am still taking them to court for their deceptive business practices, and I'll be asking for attorney and court costs. It needs to be ON RECORD that this dealer is deceptive. And what exactly is the correct spelling of my last name that the dealer put on all those legal documents? Thank you, ******************* Business Response /* (4000, 9, 2022/03/22) */ Mr. ****** can come to the dealership and fill out the appropriate cancellation documents and we will process the cancelation for his gap policy based on the mileage and date he signs the cancellation documents. We did not deceive this customer, We pride ourselves in being an honest and transparent company. Mr. ******* clearly signed documentation agreeing to purchase the GAP policy and signed all the appropriate waivers which have been provided to the BBB. We are happy to cancel the GAP policy as soon as the customer comes in and signs the cancellation documents. Consumer Response /* (4200, 11, 2022/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did deceive me, and they disparaged my character with their first reply. Seriously, the audacity to state what I can and cannot do regarding my ability to read. And they stated that I never said, "I'll pass," stating that they have it on tape. I challenge them to produce the tape in court. I know I said it, and with they saying I didn't, further disparaging my character. I am taking them to court. I will request a copy of said tape to play for the judge. Their offer is/was too little, too late. If they had responded within a day or two of my notifying, by email...twice... AND if they had apologized for their actions, I would have come in for the refund. But they took the unfortunate step to disparage my character, so I will take the necessary step to bring them to court. I want it ON RECORD what they did to me.

• Initial Complaint

  11/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is about automotive service that was provided in an unsatisfactory result. The dates were from November 11th to November 19th. The service that was suppose to be accomplished was a brake service, a fuel filter change/water in the fuel light problem resolved and to install 2 new headlights. The company also advertises that they have a 10% veterans discount on parts and labor. My total bill charged to my credit card was $1669.16 I tried resolving the issues with the service manager and the general manager. The only thing they did was said they were sorry about the interior condition of my truck. I don't have any problems with paying for quality work but when I have to go home and redo 75% of the work....then they have to be held responsible. I tried working with them but they were arrogant and condescending to the point where I had to file this complaint. The full story is on an attached document:

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/11/26) */ We never had an opportunity to inspect the claimant's alleged concerns. We spoke with the customer on the phone 11-24-21 and the customer agreed to come in on 11-26-21 with a fluid sample and to address his alleged concerns. Our answers to the customer's concerns: 1. Our only fault was getting his interior dirty. We apologized to him and were willing to work with him on getting our employee to do a detail on his interior. 2. We offer a 10% military discount on NON discounted repairs, which we gave to the customer. The majority of his bill were special priced items; therefore, no additional discounts were applicable or due to the customer. We offer this discount as a courtesy not something that is mandatory. 3. Headlights were brought to us by the customer. We installed them correctly. Unfortunately, due to the age of the vehicle (27 years old by model) we do not have the proper tool to align them perfectly. We did the best we could without this obsolete tool. Again, the customer should have brought the vehicle in for an inspection to verify that the headlights were not aligned properly. Then we could have adjusted as needed manually. 4. Repair Order states replace fuel filter with NO mention of water in fuel light being present. We replaced the fuel filter, which is what the customer paid for. As a courtesy, we did try to drain the fuel filter bowl, but was unsuccessful due to the faulty drain valve, which we quoted the customer to repair. We made several attempts to drain but were unsuccessful. The customer clearly states he drained the filter and fixed the light issue. The fuel filter was not leaking when the truck left. This would have been noticed immediately on the service drive and the vehicle would not have ran properly with that much fluid leaking. The customer was in this area after we returned the truck to him, who is to say that he himself didn't create the alleged leak. 5. We never removed the batteries to install the headlights. Originally the technician thought he may have had to remove the batteries, but the service manager showed him how to install the headlights without removing the batteries. We had to jump the truck which made us test the batteries, which they failed the test. Failing the battery test is what caused the customer to have to replace the batteries. The customer batteries were mismatched and old and heavily corroded on one terminal which caused the battery post to break off. He paid for replacement batteries and that is what he received. 6&7. We are not refunding any money towards a fuel filter, as there is no proof that we did anything to the fuel filter and knowing the customer himself acknowledged being in that area. Who is to say he did not damage his own fuel filter? We would have been willing to inspect the truck and fix any deficiencies in our workmanship. The customer never gave us that opportunity to confirm any deficiencies. At this time, the customer has been altered any workmanship we may have done. We will refund him $60 for the cleaning of his vehicle since we clearly failed in that area. Consumer Response /* (3000, 7, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Additional information see below. ***First off what you're accusing me of doesn't make any sense. I brought my truck in to your company to address these service items......so I would want to go back behind you to fix these items??? Saying I damaged them myself...That doesn't make any sense....if I wanted to work on my truck I would have never brought it in. What your accusing me of is the absolutely ridiculous....Pay $1669.00 and then go back and work on my truck**** 1. Once they got on the phone with me the Service manager said he was sorry about the condition of the interior...and he should have checked it but that's it he wouldn't compensate me or offer to clean it ....Nothing, so when you said you offed to have it detailed is a lie and you're just trying to make it look like I'm the bad person here. 2. I asked about the advertised 10% Veterans discount on Parts/Labor and then the General Manager started talking, she said that's only on Non discounted items ....I said that is totally false advertising. It was never disclosed in our prior conversation with the Service Adviser. She said no it's not and started laughing and said $29.96 is better than nothing. Total arrogant and disrespectful. The only thing that was discounted was the fuel filter change. Everything else should have been discounted. 3. I purchased the headlights and they agreed to install the lights and align them. They were not aligned when I got my truck home. If you didn't have the tools to align them then you shouldn't have charged me. It's not my fault you don't have the tools and you should have told me that up front. It took me 1/2 hour to manually align the lights very simple process and you never even tried. 4. I also know what they wanted me to do on the WATER IN FUEL light problem...they wanted me to purchase a new drain valve and sensor.$305.00. There's nothing wrong with them at all...they just needed to open the drain valve and drain the moisture. I never said I drained the filter...I said I opened the valve to drain the moisture. That's another reason you don't allow a NON-Service individuals to comment, they have no idea what they're talking about. 5. I asked about the battery damage the mechanic did when they removed the battery to install the lights....the Service Manager said they didn't remove the battery......I said yes they did, I got a call from the Service Adviser on the 5th day and she said the mechanic told her they removed the batteries to gain better access to the headlights and the post was damaged. Thats when the General Manager interrupted and said no she was wrong and we'll use that as a training exercise. That pretty much admits to lying to me. 6/7. They installed a defective fuel filter and had a major leak...... I had to fix it, I couldn't drive it to there service shop with mass fuel flowing out. That fuel filter and labor cost me over $219. They charged ($135) 1 hour labor.... and ($84)for a filter. You would have never noticed the leak when I picked it up because it got worse and worse as the days passed until it finally had a mass leak. I would have paid the total cost if it didn't leak because that's what I agreed to, but now that it was leaking and defective, why should I pay anything for it. 8. I drove 6 miles to Walmart and started hearing a grinding in my front drivers side wheel area, so I decided to bring it to a local Auto Service Facility (Wildwood Tire and Service Center) to have them check it out. The Bill is attached saying what they found. Every single thing you guy's worked on there was an issue. Even if I wanted to, I don't think I could make this story up. WOW The General Manager keeps saying you should have brought the truck back.....I said... are you kidding me...you had it 8 days, why would I even consider that and they never responded for 3 days. The reason they responded was because I told them I was filing a complaint with the BBB and also that I contacted the owner of the business????? At the very minimum that is acceptable is: $518.00 1. $60 for my labor cleaning the interior. 2. $219 for the defective fuel filter they installed and the labor they charged to install it. 3. $94 for the alignment of the headlights, they never even tried to do this manually. They should have never agreed to do it if they didn't have the correct tools in the first place. I can see paying for the install but if you know up front you can't align them don't add that to the quote. It took me 1/2 hour to adjust...very simple. 4. $70 for the labor of installing batteries since you had to remove them to install the lights. 5. $75 This is a new item: I now have grinding coming from my front drivers side Brakes, so I brought my truck into an Auto Service company (Wildwood Tire and Service Center) this is what they found. They had to remove the Caliper pins and clean them up, they were sticking and not seated properly. They also replaced the retaining clips.(SEE ATTACHED) That's more proof they never took this for a test drive or they would have heard the noise and addressed it. *I will look past the Veterans discount but I feel that's false advertising....I will contact the Departments of Veterans affairs to look into this. *There was nothing wrong with the drain valve, you just neglected to drain the moisture. You just wanted me to buy a sensor and new valve, but I will look past that also. *I will also look past the cost of one battery because mechanics can have bad days also. I did nothing at all wrong to my vehicle except repair items your mechanics screwed up on, so accusing me of damaging the items myself is so arrogant. *** I talked to the Ford dealership in Roseburg Oregon which is where we summer to and they told me that these repairs should have taken no more than 1 1/2 days ....at the most. Like I said in my email. It doesn't do you any good to cover up for your below average mechanics. It will come back to bite you in the future. You should actually thank me for bringing this up. Business Response /* (4000, 10, 2021/12/10) */ Second Response Dodd ****** 1. Mr. ****** agreed to come in on Friday November 26th after we (Fixed Ops Manager, Service Manager & General Manager) spoke to him on Wednesday November 24th. Mr. ****** was accusing us of having done damage to cause a major brake fluid leak. We tried to explain to him that the pictures he sent us of the "leak" was nowhere near brake lines. He didn't want to hear it. We agreed for him to take a sample of the fluid and bring it to us on Friday. We would have figured out a way to get the truck back to the dealership for further inspection if necessary. On Friday when he was supposed to show up with the sample, we were going to offer our detailer to clean his vehicle at his convenience. Then the customer started posting negative reviews and it was obvious he had not told the truth when he stated he was going to bring the fluid sample to us on Friday. By his own admission, he was wrong about the leak. Mr. ****** never gave us the opportunity to inspect the vehicle or offer him a detail. In good faith, we are happy to refund him $60.00. 2. We offer a military discount as a courtesy only at our discretion. This is something we choose to do for our veterans. We do not offer discounts on discounted services. Mr. ****** was given the proper discount. No where does it state he would get a 10% discount off the entire repair. I did not laugh at Mr. ******. I do believe any discount is a value and I did say that to him. He told me that he didn't feel the same and that we should have just kept the discount. 3. Attached is Ford's workshop procedure on replacing headlamps on Mr. ******'s vehicle (See #3). It does not require battery removal. Aiming of the headlamps per Ford workshop manual requires Rotunda Headlamp Aiming Kit. See attachment 3A. This Kit is very old and obsolete. Since the kit is not available, we performed a headlamp adjustment per Ford's workshop manual See attachment 3B. If the alignment was not to the customer satisfaction, he should have returned for further inspection and if an adjustment was necessary, we would have performed the adjustment. When we did the alignment of the headlamps they were aimed in an acceptable range. 4. We replace the fuel filter per Ford's workshop manual. See attachment #4. Water in fuel light was noticed on after replacement of fuel filter. At that time, we attempted to drain the water separator per workshop manual, see attachment #4B. We could not get it to drain water at all. We tried five times to no avail. At this point, we priced drain valve and sensor due to age and common failure. Customer declined repairs. Mr. ****** continues to be disrespectful to the General Manager because HE feels she is not qualified. He has no idea of the ability of the General Manager, not to mention all responses have been addressed by not only the General Manager, but the service manager and fixed ops manager. 5. As stated before, we did not remove the batteries to replace the headlamps. The vehicle would not crack causing us to have to jump start the vehicle and inspect the battery. The batteries were mismatched and heavily corroded. The post snapped off because of the corrosion. See picture attachment # 5. Corrosion is due to a failing battery or lack of maintenance. 6. The vehicle was not leaking AKA pouring fuel when the vehicle was delivered to the customer at the dealership. Mr. ****** stated in concern #4 he was able to drain the water from the fuel separator which shows the customer was in the same area of the vehicle in which we performed work. We believe he is responsible for his own fuel leak at his home to correct the water in fuel concern. 7. See #6 8. We did road test the concern for the brakes, we found front rotor damage AKA hot spots, which caused the pads to slap the rotors while driving with the foot off the petal and no pressure on the brakes. We advised to replace the rotors with seals and pads, inspection of the caliphers and slides appear to be ok for a 27 year old vehicle. Other wise, we would have included this in his repair estimate to replace. Post road test after any brake repair is required. The vehicle passed *** road test. In the conversation with the customer, he made a comment to all of us (Fixed Ops Manager, Service Manager and GM) that the only thing he felt was not messed up was the brakes. Now a week later we have a brake issue. Mr. ****** states why would he have brought the vehicle back; he gave us that indication. We spoke with him before he filed BBB complaint, slammed us on social media and gave us a poor google review. We agreed we would start with the fluid sample before the vehicle came back, as to not cause further damage to the vehicle. Mr. ****** was adamant that it was brake fluid leaking but admitted that his master cylinder was full. Clearly, the master cylinder would not have been full if the leak was brake fluid. Again, he admitted he was incorrect about the leak. We agree that the appearance of the vehicle's condition is well kept, however components in the vehicle are aged for the mileage and year of the vehicle. We never said his vehicle was a piece of junk, but vehicles of this age require additional maintenance and repairs. We are willing to reimburse the customer $60 for the detailing of the vehicle. Consumer Response /* (4200, 12, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. There was no need to have it tested once I new it was coming from the Fuel filter housing and it was Diesel fuel. Like I said in the prior statements they never offered $60 refund on the interior clean up. 2. The conversation between myself and the service adviser was 10% discount on parts and labor. What she should have said was between 1-10% discount on parts and labor as we feel fit. I will contact the Attorney Generals office to file a complaint on false and misleading advertising and to have their website disclose this information. We need full transparency for all people and especially the elderly. 3. I never questioned whether there was a procedure, it was just never followed for alignment. They were so far off the mechanic either needs to be trained of let go due to their inability. 4. All I did was open the drain valve for 20 minutes and the light was gone. You wanted to me to buy more parts which were not needed. The general manager has no idea what she is talking about and should just leave it to the working people. 5. The batteries were removed because the service manager would have never told me this unless the mechanic told her. 6. The vehicle was not leaking AKA pouring fuel when the vehicle was delivered to the customer at the dealership. Mr. ****** stated in concern #4 he was able to drain the water from the fuel separator which shows the customer was in the same area of the vehicle in which we performed work. We believe he is responsible for his own fuel leak at his home to correct the water in fuel concern. 6. Like I said before the fuel filter was defective, the threads were damaged when I looked at it. 8. The brakes were noisy and I found a competent mechanic to fix them. The truck was never tested because when I picked the truck up it had and additional 1/10 of a mile on the odometer, so that tells me they drove it from the shop to the parking lot. I have no idea what you are talking about when it comes to the social media bashing on google. If someone was bashing you it was probably due to them having issues also with their service. That's what you get for having incompetent mechanics and educated idiots employed within your company. You can have all the procedures you want written down but if they're not followed by the mechanic it does no good.

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