ComplaintsforHerb Chambers Ford of Braintree

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2017 **** escape from them in Feb. of 2020. The engine light came on last week so I took it to a local auto shop. They said my engine is dead and I need a new one. My car has 83k miles on it. After some research I found thousands of complaints regarding escape engines but **** has not recalled them yet. I have a dead car that I still owe over $10k on and need to make monthly payments on. I gave my information to ****** Law out of TN. as they are investigating a potential lawsuit based on consumer complaints. I don't have thousands of dollars laying around for a new engine and I would take a substantial loss if I were to trade it in. I would like **** to either replace my engine at no cost and give me a rental to use while my vehicle is being fixed or take my vehicle and pay off my loan. There is no reason why a 2017 vehicle with 83k miles on it should just die one day and leave someone stranded.

  Business response

  03/15/2023

  I believe Mr. ******* complaint meant to be with ****************** not Herb Chambers Ford.

  We had sold Mr. ***** his 2017 Escape 2 years ago and he has driven it over ****** miles.

  at the time of purchase he declined purchasing any extended warranty options and the factory warranty has expired thousands of miles ago.

   

  we understand Mr. ******* frustration but unfortunately this is of no fault of Herb Chambers Ford.

   

  *********************

  General Manager

  Customer response

  03/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in in the summer of 2022 to have transmission warranty work done they had the car for over a month replaced the transmission control module and I told them about the transmission shudder as well which both was under warranty when I had received my vehicle back I noticed it was still doing the transmission shutter so I sent an email out and was told to drive the car for 30 days. It was in relearn mode which I was told is not a real thing so after sending emails back-and-forth I did a survey and gave them non-satisfactory. Answer which I was then contact by them through email telling me I need to change my survey because it affects his pay and his boss is pay. Basically I told him I was upset because my car was not fixed. They told me to bring it in on December 23 of 2022 I then received an email. Telling me that my appointment had to be rescheduled to January I then brought it in and was told that it was gonna cost over $4000 to fix it because its no longer under warranty due to mileage and it was past seven years which it would not have been in December. Thank you I feel as this was done purposely to get back at me for the survey I have all emails of our conversations of me trying to get it fixed since August ****************************************************************************************************************************************************************** to be repaired

  Customer response

  02/03/2023

  I have not heard from the business in response to my complaint.

  Business response

  02/08/2023

  
  
  Customers TCM (transmission control module) was on order for a long time (backordered)
  
  The customer picked up on 8/20 and he emailed **** back that he had a transmission shudder on 8/22/22.**** emailed back stating that the vehicle is in a relearn mode and to drive it for a month, however he did set an appointment for 9/12 which the customer missed, and we have in writing from the customer
  
  The customer still continued to drive the vehicle and did not reach back out to **** until 10/5,trying to set another appointment (also in writing) **** gave him open days and he did not get back to **** till 11/10. In one of these emails from 11/10 the customer willingly acknowledges that the coverage for repairs is only good till 100K, and he is over the mileage! Regardless the appt was set for 11/22 which the customer missed as well (also in writing) 
  
  The customer uses the vehicle for Uber or Lyft, missed appointments and does not qualify for coverage. I did try to amend the claim which was denied by **** because of the overage on mileage.
  
  The estimated cost of repairs is $4620.46

  Customer response

  02/08/2023

  I reject this I do not drive for Lyft or Uber there is stickers on the window I did miss 2 appointments but reached out before hand to reschedule because I do have to drive my car to work and pick up my children you guys never tried to make this right nor did I feel **** wanted to help my car ever since I contacted by **** by email telling me I need to change my survey because it affects his pay and his managers pay ever since then its been and issue my car still would have been under the seven year warranty in December but the appointment was changed because you guy said that the transmission specialist was not in then when I came in in January 1 time and dropped my car off it was never even looked at although **** emailed me saying that they will put it back together so I could pick it up. My car sat in the back parking lot the entire day  and I feel like this is in response to that survey I filled out from the summer time. These are all issues that I had mentioned when I first brought the car in to have the transmission control module looked at I have emails stating that the transmission shutter is an issue with that being said Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In reference to my 2017 **** Edge purchased from Herb Chambers Ford of Braintree. I replaced the engine in August 2021 due to the coolant leaking into the oil. Standard **** spec said to replace engine. In December 2021, the car was brought into Herb Chambers **** because of a rattling noise and loss of motive power while driving. The shop informed me that I should replace the entire transmission. **** Corporation subsidized this repair, but I was still responsible for a portion of the repair costs. I received a letter in the mail today from **** Corporation regarding a "no-charge Customer Satisfaction Program" for my car - program 22N12. It states symptoms that my car had prior to the transmission being replaced. This letter also states that if repairs were done and paid for by consumer, that I can be refunded by the dealer. Herb Chambers Ford of Braintree does not follow up on my issues nor do they consider my complaints valid because I am female. This was one of the reasons why **** Corporation mitigated communication in the start of this.

  Business response

  09/24/2022

  Although the complaint was similar ********************** ****** mile Edge needed a new transmission, although iut of warranty by quite a bit **** agreed to participate in the cost of the replacement.

  **** agreed to pay $4838.05 of the $6816.01 bill, leaving ****************** with a balance of $1977.96

  this was agreed and paid by her in December of 2021.

   

  The recall ****************** is referencing is a bell housing replacement if the car had this problem, it is not the same problem she had.

  **** motor company will not refund the agreed $1977.96 for the transmission repair.

   

  This is not a Herb Chambers **** decision.

   

  *********************

  General Manager

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 **** explorer from Herb Chambers **** in October 2021. I was assured that they did an inspection of the vehicle and the vehicle was sound. Due to corrosion the battery clamp snapped while driving. They want $1000 to repair something that they should have seen during their inspection to sell me the vehicle.

  Business response

  08/16/2022

  Unfortunately the Explorer was delivered almost 10 months ago, I think it would be unfair to say this was an issue missed by ** during the original safety inspection last October.

  we have  had no complaints or service issues related to this until now.

  I am sorry you have this problem and strictly as customer goodwill I will contribute $300.00 towards the repair.

   

  *********************

  General Manager

   

   

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from this business in August of 2021. After the first month of purchased the car's transmission went. They had more car for over 3 months and tried to have me pay for a rat than was found in the car. The car has been in there shop 3 times since. I had a warranty though them. More problems have arisen and they are saying the warranty doesn't cover all the charges. At the time if purchase of the warranty I was told the warranty was full coverage.

  Business response

  05/25/2022

  I have spoken to ****************

  although the extended warranty did not cover some of the repairs needed we were able to help him with a considerable amount of good will.

   

   

   

   

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September of 2021 I brought my 2021 **** Bronco to Herb Chambers **** in Braintree to have my soft top inspected. Upon inspection the side panel of the soft top had a broken clip and was not securing to the car causing a gap in the soft top that allowed wind to enter the vehicle. They ordered a new panel. I arrived at Herb Chambers **** on 12/8 to have it installed and was told unless i had the 1/4 inch plastic clip that broke (its the size of a staple) then they would not replace the broken panel. I could not ind that tiny plactic piece and was refused service on my car unless I paid for the part out of pocket. My vehicle is still under warranty. They mentioned they were busy and had new employees that didnt know the policy and thats why this is the first i was hearing of it. The technician also checked the car and damaged it further by trying to inspect it. I have a gap in my rear window now during the ************* winter. I called to have this resolved and was told the same thing, that it wouldnt be covered. I am looking to have the panel replaced at no cost to me.

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