Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 17, 2023 brought 2015 Ford Escape to Cartelli Ford on main St in Greenfield, Ma vehicle would not start due to issues unknown. Service dept shared it needed a new battery, new battery installed but did not correct the issue. Service dept shared the vehicle has electrical issues and diagnosis and test needed to be performed. As of today September 12 the vehicle is still in the service dept. I have a detailed log in chronological order of everthing I've been told by the service dept strating on August 22, 2023. I have also recahed out to the Ford Corp Hotline on Aug 16, opened a CASE # ********* Was told if no satisfactory results to let them know, not sure if they contacted Ford in Greenfield or not? When I reached out to the Ford Hotline dept on Sept 6th they shared someone would call me back within 24 hours, I did not receive a call back. I called back mon Sept 8th, was told they understand my problem but have no control over the dealership service dept, the associate hung up on me in mid sentence. Called service dept at Ford on Sept 12th, was told no further progress on fixing the issue, the only tech they have authorized to work on vehicle is out sick today. I had the service dept associate cofirm that they are only working on the vehicle intermittingly as they have other vehicles to work on. At this point after 8 weeks without a vehicle I don't know where to turn. Thank youBusiness response
09/26/2023
I had my service manager David B**** respond to ******************. His vehicle has been repaired and he is back driving it now. ****************** has David's direct contact number if he experiences any issues going forward.
Thank you,
John P*****
General Manager
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.