ComplaintsforKline Motors

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we called to make apt we told them that after driving my 2018 Lincoln Navigator Milton for my Therapy which is at least an hour away the AC Blower kicks way down and the cab of the vehicle heats up to hotter than outside on an 85-90 degree day. They accepted the apt, took the car in on 6/11/24, they called me and stated they drove it to AC Hospital which is like 6 miles away, I repeated to them you have to drive it at least an hour and even if you get a phone call the blower kicks down, the lady stated ok, she would tell them, wanted to keep the car overnight and have Shane one of the technicians drive it home, supposidly he lived in Burden Ks, which isn't and hour away. Then the next day I get a call that the problem was an "Auto button" they think and I can pick up my car. I get there and find out they didn't even run a diagnostic, the owner kept telling me I wasn't a FORD Mechanic, that the cab could heat up to 85-90 on max ac if the Auto switch was on, basically that I was stupid and that I could leave the car if I wanted to pay his guys to drive the car for an hour or two hours because he has to "take care of his guys". The blower still doesn't work!!!! This is a shady place and they shouldn't have taken the apt if they weren't going to drive it the distance I told them it needed. Not to even hook it up to diagnostic?

  Business response

  06/14/2024

  Good morning, and regarding this complaint;  As the owner of the dealership, I became of aware of this complaint as I heard the customer being very rude and belligerent with my office assistant as she was picking up her vehicle, and tried to address what was happening with the situation.  After she stated many non-factual statements to me, like driving the car only 6 miles when we drove the vehicle 31 miles, or that we didn't diagnose the vehicle when we clearly did and have documentation to prove we did, or that she had purchased the vehicle new, the vehicle was covered under a Lincoln warranty and the same dealer in Wichita has been taking care of her until she decided to give "us local dealers" a chance, which was not true as well.  She also stated that she told us we had to drive the vehicle for an hour before it would act up, when in reality when my service manager called her on the afternoon of 6/11 after we diagnosed and drove the vehicle without issue, she stated that it needed to be drove 30-45 minutes and both managers overheard statement.  We followed Ford procedures for the concern that she was having and I explained that without duplicating the concern after the procedures that we did, it could take more driving and diagnosis to duplicate the concern, and offered that if she could leave the vehicle or schedule a time that allowed for more driving and testing, I would do that, but she declined.  With a vehicle that I did not sell or have ever seen before in my service department, on top of the fact that she does live in the area and threatened me with bashing us online, I don't feel that this is a good relationship for us to continue at the present time.  I would be more than happy to refund the $143.22 to the customer and we both can go our individual ways.  Thank you for your time, and please feel free to contact me with any other questions or concerns at ###-###-####

  Customer response

  06/14/2024

   
  Complaint: ********
  
  I am rejecting this response because: his statements are lies, my mother was with me. All I said to the receptionist when I picked up the car was I was leaving a bad review for poor service, he was no where around! I never said I purchased it new and yes since owning vehicle all the work has been done at Eddys Lincoln!! We always told them they had to drive it an hour!! He’s a liar!!
  
  Sincerely,
  
  ***** ******

  Business response

  06/17/2024

  Good morning,

  After the documentation that I have provided that clearly walks through the customers complaints not being factual, and even after being once again berated with adolescent name calling, I am regretful that the full refund for $143.22 to the customer was not sufficient to meet their needs and complaint.  If for whatever reason the customer would like to change her mind, she can come by the office any time during working hours and I will have her refund here and waiting for her.   Thank you for your time and again, hate that I was unable to meet customers needs in this case, but I believe I have done more than enough to make customer happy.

  ****** ******* Kline Ford

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 11, I took a vehicle on an extended test drive, as I was waiting on a loan approval from my bank. I put down a $**** down payment, and acquired insurance on the vehicle. I was, unfortunately, not approved by my bank for the auto loan. There was never any contracts signed, only a receipt provided for the $****. Jeremy ****** has refused to refund my money, and states the $**** is for mileage that was put on the vehicle for the five days that it was driven. I am asking that the $**** go toward the service department to repair my vehicle, and he said he will only refund $***.

  Customer response

  04/29/2023

  They did no work on my vehicle. They still say they’re keeping my $****. For no services rendered. 

  Business response

  05/15/2023

  I just received this complaint over the weekend on my phone. I don't know if this Complaint was going to my spam mail. i am working with customer to resolve this issue. My manager told her we were keeping half of $**** dollar deposit as she kept the car for a week. We did diagnose her Flex and found it has rat damage on the wiring harness. I will respond to this customer today to see if we can resolve this issue. Thanks Pat ******/ Dealer

  Business response

  05/15/2023

  I just spoke with this person and agreed to refund her $*******.  , less $****** for diag fees. She and i agreed this would be refunded when the vehicle was removed from my premises. Pat ******/ Dealer

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