ComplaintsforColonial Ford of Marlboro
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Complaint Details
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Initial Complaint
01/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Dec 17, 2021, my 2021 **** Explorer experienced engine trouble on Rt 9 in ********* **. The vehicle almost stalled out and the ******* Pressure lamp came on. AAA towed the vehicle to my home. The vehicle was received by Colonial **** (428 Maple Street, Marlboro, **) on Dec 20, 2021. On Dec 23, 2021, we were notified by the Service Manager that the vehicle required a new engine, that a claim for the new engine had been submitted to ****, and that they had completed an oil change. Until a new engine could be installed, we were also told by the service manager that the vehicle was safe to operate, and that the engine would only be loud. My wife *** and I questioned the Service Manager at length and were assured that the vehicle was safe to drive. We paid for the oil change and I drove the car away from the dealership. Later in the day on Dec 23rd, the vehicle broke down again on Main Street in **********, **. ********** Police called ************** and my vehicle was towed to ******* lot. We will not know if further damage to the vehicle has been done until the vehicle is re-evaluate. I called Colonial **** and spoke to ****** to let him know that the vehicle broke down again, and that we never should have been told that the vehicle was safe to drive. On Dec 24th, the vehicle was towed from ******* to my home. I called Colonial **** on Jan 3, 2022 to cancel the claim so my vehicle could be serviced by the selling dealer, **********, and Colonial **** had already canceled the claim without notifying me or my wife. My desired resolution is that Colonial **** maintains all records on this issue and that the records be made available at any time to me, my wife or **********. This is important given that a new claim needs to filed and that further damage may have been done as a result of Colonial ****'s incompetent advice. I also want to be reimbursed for the oil change ($54.24) and towing charges ($200.59)Business response
01/21/2022
our response as well as the original issues are both attached. Please feel to call ***************************** my Parts and Service Director. ************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.