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Complaint Details
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Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My 2018 **** F150 is in the collision center. I have been promised my vehicle back on 4 separate occasions over the last 3 weeks and keep getting put off. I spoke with **** the collision center manager on May 8th and emailed my estimate from gei** the same day. He said he would order the parts and have me drop the vehicle off when they came in. I didnt hear back so I emailed and he had me bring it in a week later. The next week he told me it would be ready by he submitted to the insurance ** for more damage to the front end. A week later I got a call from his assistant ***** who said they were submitting for more damage to the rear of the vehicle and he had no knowledge of what I was told about the front end. ***** also emailed me a release to sign to get paid directly and work hadnt even begun on my truck until that day. I reached out to upper management after a few email exchanges and a call from **** who did nothing but yell and scream at me for calling him about about what i was told. Since then I have been told my vehicle would be ready over a week ago and then again by yesterday. I got an email this morning telling me that I wont have my truck back until friday and Im not trusting that based on all the other times I was told it would be ready. They have had my truck for a month now and I would like some help please.
Business response
06/17/2024
good morning,
sorry for the confusion. U
Unfortunately this is a normal procedure when repairs need a supplement for additional repairs. It's very common that this happens.
sorry for the inconvenience that this may have caused you. i believe the truck has been picked up Friday and the customer should be very satisfied.
best
*****
Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Brought my vehicle to them to be looked at. They told me my vehicle needed motor mounts which are not covered in my warranty. They gave me an exorbitant price and asked if Id like the work started. Being mechanically inclined I didnt understand how a vehicle with ***** miles in it needed that type of part so I brought my vehicle to another dealer which said (and showed me) that there was absolutely nothing wrong with my motor mounts. In a nutshell they were hoping I was just going to pay the amount and have the work done in my vehicle for absolutely no reason.Customer response
06/15/2024
I have not heard from the business in response to my complaint.Business response
06/24/2024
To whom it may concern,
We at Rodman ford do not conduct business dishonestly. I personally take this comment seriously. I would like the customer to come back and we will look at the car together with my technician. I will prove that they are needed. she never spent any money with us.
best
brett
Initial Complaint
03/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a used vehicle from Rodman on Feb 4 2023. Onsite the sale and trade in went fine. I paid for a RI registration, VIN check, and ******** inspection.*****, the salesperson, took care of the ****************** check and said I would be comped for the inspection. I had the vehicle delivered to my home, at Shanes offer, on Feb 7th.After it was dropped off, I noticed 5 chips in my windshield which I immediately called ***** about. He acknowledged them and said he would look into getting it taken care of. Additionally I mentioned that the previous owner had a wheel lock on the spare tire, but Rodman had not included the key.***** said he would reach out to the previous owner about the key. After several follow **** the manager, *****, finally called me back on Feb 10th to tell me they wouldnt replace the windshield because it wasnt legally necessary since the chips were not in the line of site and because it was not mentioned at the time of sale (this even though ***** agreed the they were not present at the time of sale). I expressed my thoughts on this at which point ***** got heated and hung up on me. To date, I have not received compensation for the ******** inspection.In addition, I have to take care of the windshield and the removal of the wheel lock on the spare tire on my own time and dime.Business response
04/17/2023
We will send a check for the $100.00 for state inspection even thou the customer was never charged. this will include for the single lock set for the spare tire. you can buy it at a local parts store for around $20.00 or less.
as far as the windshield it was not brought to our attention until 2 weeks later. Anything could of happen between the time frame. If was there from the time of purchase he should of pointed it out. As long as it passes inspection its good.
this is more than fair.
from the
Rodman team
Customer response
04/27/2023
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.
I appreciate the dealers response.
For the record, it did not take 2 weeks for the dealer to get notified of the windshield. I am attaching phone records and texts which show that the sales person, *****, was notified immediately after dropping off the vehicle:
-The vehicle was dropped off on Tues Feb 7 at 3:21 pm.
-At 3:56 pm I called ***** to report the windshield cracks.
-***** did not answer so I texted him at 3:57 pm.
-***** returned my call at 4:50 pm during which he acknowledged the windshield and said he would get back to me.
-I sent several follow up texts and throughout the week, but it wasnt until Friday Feb 10 that *****, the manager, called me back.
Regarding the inspection charge, attached is the bill of sale clearly showing the line item charge for inspection.
Regarding the wheel locks, I was forced to bring my Jeep in for a special service to have the lock removed from my spare tire. This was an additional cost of both time and money.
At this point Id like to put this issue to rest. Ive taken care of the windshield, inspection and wheel locks myself and wont need anything further from the dealer. I would have rather it not get to this point, but I feel it could have all been avoided with better customer service.
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,*******
Business response
05/01/2023
Does he want to sent the check back because we refunded him for $150.00 like I said I would?
sorry that he got the run around. I do my bestoverall we do a very good job of making our customers happy. We arent perfect but we are consider one of the most respected dealerships in ***********.
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