ComplaintsforChipola Ford

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our truck to Chipola Ford to be diagnosed and fixed. The check engine light was on, we had already replaced the manifold, catalytic converter and turbo which is what the codes were stating was wrong. It still was not running correctly. They told us it would be ready on Wednesday for pickup. On Wednesday when we arrived, we requested to test drive it and ensure it was fixed but they refused to let us test drive it. They made us pay $1000 first. We paid and then did not even make it out of the parking lot. The truck made the same sound it was making when we brought it in, and the turbo was still not registering. We left the truck there again to be diagnosed as we already paid for them to do so. Craig the manager said they would have it on the lift the next day to diagnose it and if they did not, they would refund us our money. Friday afternoon we called, and they stated they had not had time to diagnose it still. We requested the refund they had agreed to if they did not follow through on their end and they refused to issue the refund. We then picked up our truck as they made us pay for them to diagnose our truck but were refusing to do so, twice in the time they had said they would. When we picked the truck up there were only 2 vehicles being worked on. Our truck is still not running properly, we do not know what is wrong with it, and we paid for services we did not receive.

  Business response

  08/02/2023

  Please see attached response.

  Customer response

  08/02/2023

  
  Complaint: 20266525
  
  I am rejecting this response because:

  Permission was not given for the spark plugs to be replaced. This is simple maintenance that we are able to perform on our own. They were to diagnose it for the turbo under boost and other codes showing on the code reader causing the truck not to run properly. They did not diagnose or fix any items we requested. 
  
  Sincerely,
  ****** *******

  Business response

  08/09/2023

  Chipola Ford's shop policy is that no work, including diagnostics, will be performed by any technician without the customer's consent.  The service advisor, Joey **** got permission from Jared ******* over the phone to perform the replacement of spark plugs and parts related to the repair quoted and was approved by Mr. ******* over the phone. This was witnessed by the service manager.  

  There was evidence that someone did attempt to repair the skipping and running rough prior to the vehicle being brought in to us, however the parts installed previous to arriving at Chipola Ford did not fix the problem.  Our technician did find and then fix the customer's concern that was on the repair order--check engine light on and running rough--with Mr. *******'s permission.  

  The customer did not want to pay, but as previously stated in prior response, we do not let vehicles leave without payment.  At no time did the customer state repair was not approved.  They paid the bill and left.

  As for the turbo issue, we have already addressed it in the previous response.

  Customer response

  08/09/2023

  
  Complaint: 20266525
  
  I am rejecting this response because:
  

  it is not factual or based on true events. As stated previously, Chipola Ford was asked to diagnose my truck. They did not meet several deadlines they set for themselves. When I arrived to pick up my truck I asked to test drive it to ensure the problem was fixed as I was leaving on an across country road trip. The denied letting me test drive it and made me pay prior to inspecting their work. We did not make it out of the parking lot before realizing the truck still was making the same sound and was not running properly. Left my truck there again after paying because they had not done what they said they had, they had simply cleared the codes. The promised to diagnose as we already paid for them to do so but they again did not meet their deadline they set for themselves yet again. We took the truck to another shop to be diagnosed and repaired. I will not be paying for these “services” the claim to have done seeing as they made us pay for services they never did. 

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

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