ComplaintsforJack Madden Ford

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2012 F150 to Madden **** twice with the same complaint that was covered in a **** Company recall. Intermittently the speedometer goes to 0 during driving and the transmission will not shift, which is a safety concern. On the first visit, they said they could find nothing wrong, even though I pointed to the safety recall which outlined the exact symptoms I was describing. On the second occasion, I printed the safety recall directly from the **** website and provided this. The receptionist told me "your warranty has expired". I countered that this was a **** safety recall. She refused to have the technician examine the vehicle unless I provided $420 diagnostic fee. Subsequently, I was told I needed a new transmission at an estimate of $10,000. I retrieved the vehicle and took it to a ******************* dealer. He confirmed the transmission was in good shape and the issue was what had been in the **** recall (vehicle speed sensor)and fixed it at a cost of $2400.

  

  Business response

  03/05/2024

  *****,
  In your most recent visit to the dealership, it was determined that your vehicle needed a leadframe which is an internal component of your transmission. Due to the vehicles age and mileage, we were not comfortable with replacing a lead frame. This is why you were quoted a transmission rather than just a leadframe. It is also our professional opinion that simply replacing the leadframe could lead to more expensive repairs down the line. The extended coverage recall that you are referring to on your vehicle has since expired which is why we were unable to perform this repair under warranty. The first visit that you are referring to was in June of 2022 and at this time your vehicle did not have any symptoms or codes that would allow us to repair the vehicle under that extended coverage at that time. We will not reimburse any funds and take no fault in this matter.
  
  Best Regards,
  *********************
  Co Director of Operations
  ************

  Customer response

  03/05/2024

  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. 

  On my initial visit, I outlined the symptoms which were identical to those most recently and related that my mechanic had verified the codes present. On this last visit, the safety issue was identical to the published **** recall (and were identical to the original complaint and as outlined in the **** recall taken directly from the **** website, related to the speed sensor). Upon replacement by the transmission specialist, the truck is working perfectly.

  Overall the dealership failed to listen to my complaints, failed to respond to the **** recall and certainly failed to make me aware of the alternative repair which was priced significantly less the the 10K quoted.
  
  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

  03/05/2024

  No codes were present on your initial visit to the dealership.In the recall that you are referencing, codes must be present relating to the recall for it to be performed. On your first visit, over eighteen months ago,there were no codes and no problems discovered at that time. That recall has since expired and is no longer covered due to your vehicles age. As we have previously stated due to your vehicles age and mileage, we would not have replaced a leadrail due to subsequent costs that could occur down the line. We will provide no assistance in this matter and consider this case closed.
  
  Best Regards,
  *********************
  Co-Director of Operations
  ************

  Customer response

  03/06/2024

  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.
  
  Please provide the contact information for the ************************* Representative. My initial complaint matched exactly the recall and I explained at that time that my mechanic had confirmed the codes were present before I brought the truck in for servicing. Had you done the right thing at the time and replaced the part, we would not be now 18 months later, in this situation. In addition, there was no discussions with me of the position you were taking about the age of the vehicle and alternatives, only that the transmission needed replaced. This is clearly both inaccurate and deceptive. 
  
  Regards,

  *****

   

   

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/10/22 I ordered a replacement sound barrier for my 2013 Edge in the parts ***** I spent $196.71. The person that helped me order the correct part with the connectors was nice enough to give me a discount for being a nurse so I know this is not the full price. Once the part was in I arranged for my adult daughter to bring the car in for it to be put on 12/17. When she got there she was told there was never a part ordered. After me calling and going back and forth with the service manager, ****, the part was found. I let him know I was moving at the first of the year and needed the part put on before moving. When the part was put on I was told there was no charge since it was their mistake to begin with. On 3/1/23 while driving in the hiway the part came off. I was able to collect the part. I had a **** dealer where I am currently at look at it. It cannot be salvaged. I have talked with **** and his assistant multiple times and gotten no where. **** told me there's no reason to expect the part to be covered by them at that point. First at that point it hadn't been 3 months. Second I do expect a part that was ordered and applied through the dealer to stay on my car line than 3 months. I have asked for them to replace the part. **** is insisting on a receipt that I was never given because. I am a travel nurse and many of my belongings are in my home state (OK) and I'm currently in CA for work. I was able to give him the order number and amount paid for the part. I have tried filling a formal complaint with **** corporate offices. I was told they could now or but I would have to complain to the actual dealer. The owner is owner in name only and doesn't really have a hand in the day to day off the business. I would like the part replaced.

  

  Business response

  07/04/2023

  To whom it may concern,
  
  We have offered to help the customer numerous times we have asked for a copy of the receipt to part in question so that we can verify the part. The customer refuses to produce this. She also drove this car across country. The customer is giving us no opportunity to verify the concern. Only demanding that we send her a refund for a part that we cannot verify was installed improperly or defective. The $196.71 paid from the customer was for an oil and filter change and a four-wheel alignment. The $196.71 paid was not for any sound barrier or parts ordered.
  

  
  

  Customer response

  07/05/2023

  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. 

  [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,

  *****

   

   

  Customer response

  07/12/2023

  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 have emailed **** the receipt for the part with no response. He is correct I did get the price incorrect as I had two separate charges from that day. The correct amount I spent on the part is $170.53. I did drive the car across the country however I would not expect the part that was professionally installed to fall off my car within the first 3 months of it being on the car especially as it had never gone off a paved road. This part was ordered through their parts department and stayed at the facility until it was installed on the car. I was never given a receipt for the install as they didn't charge me since they dropped the ball on the original appointment. I feel I'm being blown off and taken advantage of because I'm no longer living in the area. I'm happy to pay for the installation. I just want the part replaced.
  
  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

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 27th day of March, 2023, at 7:30AM, I, ***************************, dropped my 2019 **** Mustang GT (manual transmission) off at Jack Madden Ford ************** in *******, **. My car had about 32k miles on it at the time of the appointment. My car is under factory powertrain warranty which expires at 5years/60,000 miles. ***** I dropped the car off, it sat on their lot untouched for about five days. I called the dealership every day asking for a courtesy vehicle. The response was always no, we do not have any. I continued to call every day for updates on my vehicle, and the service advisor, *****************************, was rather oblivious as to what was going on, I asked her about the name of the parts that needed to be replaced and she didnt provide me with the explanation that I was hoping. I would also continue to call for a courtesy vehicle daily, and still that answer was no. I proceeded to call **** Customer Care and they still could not find me a rental/courtesy car. I was under the impression that if my car was still under factory powertrain warranty, I was entitled to a rental car/ courtesy car for 10 days. Once they finally dissected the transmission, ******* claimed that **** decided they are going to rebuild the transmission rather then replace it. This didnt make sense to me because the car is like new with rather low miles (32k miles). Between ordering the parts and hardware, the next two weeks passed. Then they ran into a problem with their hydraulic press. They could press a certain gear into the correct position on the primary shaft. This caused another extension of several days where I was left car-less. They sent the shaft to a machine shop to get the gear into the proper position, which took about 4-5 days of waiting time. Each time extension was even further extended, each day that passed I had no way of personal transportation. The service manager didnt know what he was talking about when I asked him which shop he was dropped the primary shaft off at. Today is April 19, 2023, and the turnover time has been extended again.

  

  Business response

  04/24/2023

  ******** most of your complaints here should be pointed at **** and not at Jack Madden Ford. We do apologize for the initial inconvenience of not being able to get your transmission looked at immediately, but unfortunately the shop can sometimes get backed up. More specifically Transmissions are a specialty type of repair that needs to go to a transmission technician of which we only have one of. **** does not provide loaners and is something that we would never have guaranteed you upon arrival at the dealership. We do have some rentals that are at the dealership, but they are on a first-come basis and are used as a complimentary service to a customer but are never guaranteed. As far as the repair of your vehicle goes, we are at the mercy of **** to what type of repair they will have us do with it being under factory warranty. We also cannot control how long it takes for parts to arrive at the dealership due to there being a global parts shortage which is out of our control. Lastly, with the gear issue our shop ******* or dispatcher would have organized which machine shop the gear was sent to hence the service manager not knowing exactly what shop the part was sent to. ******** we find that your complaints here are targeted at more of the situation that you are in rather than faults on our end. Your vehicle is in the process of being worked on and should be completed by the end of business today or tomorrow. If you would like to discuss this matter further, please call ************ and ask for *********** 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled service for my 2015 **** F150 at Jack Madden Ford on 2/27/23 I drove my truck to the service department on 2/25/23 to drop off the truck which was scheduled for: "Repair Services:Engine Performance Diagnosis (Running Rough, Other) Truck was driven for 45 minutes came to a stop sign a the truck died. Placed truck into N am restarted. Trucked cranked for a little then eventually restarted. Drove truck home an sat for two days again struggled to start at first but eventually turned over.Tire Repair (Low Pressure Light) Truck went to Jack ********************** for the works oil change got the truck back after the work every tire had a different pressure an was never reset so the tpm isnt working.On 2/28/23 I called Jack ********************** for update on my truck and was told they could not drive the truck to see what the issues was and would call the next day after driving the truck. On 3/1/23 I received a call from ******** from Jack ********************** stating the truck neeeded a new battery. I was then called back and told the truck needs an addition 5 hours of diagnosis for a fuel issue and it would be an additional ***** for the diagnosis. I stated that I did not want to do the work and would pick my truck up. The service **** told me that the truck does not run and would have to be towed away. The truck was running with intermittent issues when I brought it in and never would not run for me. I was forced to allow the ***** dollar diagnosis since I could not drive my truck which I drove there home after the company worked on the vehicle. I feel as thought I was strong armed into paying for services which I did not want to pay. I was told that after they replaced the battery they discovered a fuel code. I told them I dont understand how I could drive my truck there and when they replaced a battery the truck had a fuel issue and no longer starts. I felt that the only way to get my truck back was to pay an additional diagnosis so I could get my truck back and not have to tow it somewhe

  Customer response

  03/12/2023

  I have not heard from the business in response to my complaint. They have completed the work on my truck charging me **** dollars to replace a battery, tire sensor and fuel pump. I did pick the truck up on 3/9/23 but was contacted on 3/6/23 stating the parts had arrived for my truck. On 3/9/23 I called and asked for an update on my truck and was told it had been done. When I asked why I wasn't contacted when it was done they said sorry and that there computer system was down on 3/8/23 and they could not process any paperwork or payment. I told them I was disappointed they did not contact me when the truck was done since I could pay cash and instead had to pay to go to and from work and causing an unnecessary cost to me and again was told sorry but no compensation was provided by the compony. 

  Also I driving the truck on 3/11/23 the truck (first time driving other than it being picked up) when it began backfiring and the check engine light came on while driving on the highway. I do not want to take it back to Jack ********************** because ever since they worked on my truck it seems to be having more issues, since I drove it there and when I was told it need a new battery the truck suddenly wouldn't start at all after they did the work they stated needed to be done unless I pay additional money for them to get the truck running.  

  

  Business response

  04/05/2023

  See attached response 

  Customer response

  04/05/2023

  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 # ********.

  The response by Director ***** is inaccurate the truck started when it was driven there and I was told that the battery was weak which is why it was having problems turning over at no time was I told that the truck was unable to start as a result of the current battery.  Also, at no point in my dealings with the service department was there ever a mention of a fuel tank issue which Director ***** states was another issue with the truck. As far as Directors ***** mention of me being strong armed I absolutely was as I drove the truck to his service department and was told that in order for me to be able to drive my truck home I would have to pay ***** dollars for them to find a new problem. I stated that I did not want to pay for the diagnosis and then was told my truck would not start which is after they replaced the battery which is what they originally told me was the issue with the truck. Director ***** says my truck was fixed and driving normal after their repairs but again that is false since after my truck left his service department the check engine light came back on and I was forced to bring the truck to another mechanic to have work done. Jack ********************** denies any wrongdoing but their service department failed to address the issue with my truck which they went of a fishing expedition at my cost to find something wrong with. I spent almost $3,000 with them only to continue to have problems with the truck. I feel that I was tricked into service work that did not need to be done since the truck had to go right back to a mechanic for engine issues and feel as though I was taken advantage of because the only way for me to my truck back was to continue to pay them money for them to get my truck running to be able to drive it home or to another mechanic without have to pay additional money for a tow. I am very dissatisfied with how **** ********************** handled the whole situation and hope that this is not how they treat other customers. 
  
  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

  04/13/2023

  *******, when you brought your truck into the dealership you stated that the vehicle had problems starting up and that this was an intermittent issue with the truck. Even though your truck started when you brought it in, we were unable to start the vehicle which you have stated was a problem with the vehicle from time to time. We first pulled the codes and assessed your battery; these codes told us that your battery was bad. When one has intermittent issues with a car starting or a no start issue this would typically be the first place to start. After getting your approval to replace the battery your truck was still not starting. At this time, we informed you that we would need additional diagnosis or that the truck would need to be towed away because of the no start issue. After giving you the option of towing your vehicle out or proceeding with the current diagnosis you approved for us to continue working on the vehicle. Upon repairing your fuel tank and fuel pump the vehicle was working properly. This is the first time that we have heard of additional problems with your truck. These problems that you are experiencing could be completely unrelated to the repair work that was done on your truck that is 8 years old and has ****** miles on it. At this time, we admit no wrongdoing with how this repair was managed and completed.  

  Customer response

  04/14/2023

  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. 

  Again this is false you never mentioned or did work to the fuel tank and at no time did my truck ever not start for me it's only after you took possession of my truck that it did not start. 
  
  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

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back on November 19th 2022 my 19 year old son and myself purchased a 2019 **** f250 truck from Jack Madden Ford in ******* ** for the some of ******. We were told the truck had been completely gone through and there were no issues with this truck. To be safe we also purchased an exstended warrenty. After driving the truck for a week or two we realize it had two noises in the front end.. I contacted the service department and explained the problem and that we had just purchased the vehicle. We were told it needed to go back to that dealership because of the lemon law so we made an appointment for the following week on Monday to drop it off.. the vehicle was there for the week, and we were never notified of what was happening with the truck. I called Friday afternoon to find out what the status was with the vehicle I was told it was just being brought in to be diagnosed that afternoon.. the service advisor called me couple hours later to inform me that there was no problem with the truck and we could come pick it up. The truck continued to make the noise and got worse so we took it to a certified **** mechanic for a diagnosis. He told us the ball joints and tie rod were completely gone and needed to be replaced as this is a safety issue.. I called the service department back at Jack Madden Ford informed them the information. We had learned about the issue with the track and that it had been this way since we purchased it I was told to bring it in and they would take care of the problem if that were the case. On Kan 23rd we brought truck back. Friday we still didnt hear from anyone so I called our service adviser I was told it had not been brought in the shop, but it would be brought in when the tech got back from lunch. At 300 I called again and was told yes the truck needed for a ball joints and a tie rod and they wanted to put it through the extended warranty. I said absolutely not. This is some thing Jack madden Ford needs to take responsibility for they sold us the truck with this problem they refused and actually denied the track even going in the first time, but we kept our paperwork

  Customer response

  03/12/2023

  I have not heard from the business in response to my complaint. We did bring the truck and have repairs done. They told us the truck was completely gone through when we purchased it from Jack Madden Ford but we found out at our service appt this was failed, not only was the ball joints and tie rod gone but U joints also.. transmission fluid was black. Our cost for repairs was ******** Very disappointed in this dealership and we will never go back! Very dishonest.

   

   

  

  Business response

  04/05/2023

  See attached response

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going to ********************** **** for the last year. I ve been having a shuddering problem for that whole year. brought it to jack ********************** and thought it might be the ******. They checked trany and added some fluid and said it was fine. The noise started happening more frequently so I brought it in again. The service woman said it needed a transfer case. I asked the woman will this definitely take care of my problem and she answered yes. I asked her again are you sure as the job was **** dollars if there was even a chance it wouldn't fix my vehicle I would not fix the vehicle and buy something else. I also needed brakes but I didn't want to put anymore money into the truck unless I was sure the problem I was having would be takin care of with the transfer case they were going to do.she for the third ************ me. So i pay **** for the job and pick up the truck. Within 5 min of driving it it made the same awful noise and shuddered feeling very unsafe. I picked up the truck right at closing 5 of 6 so I called the next morning. When I called I reached the same service lady I had been dealing with named ****** said it must be another noise which is unbelievable since it's making the same noise and shuddering like it always has. So we made an appointment to bring it in. So I bring it in and I asked **************** was the reason you guys did the transfer case. She seemed annoyed that I even asked her that and it seemed like it was a big to do to find out. I said we'll when you have a chance could u look into my file and try to find out and give me a call. She never called.after they check it out again they are telling me it's the ****** and torque converter. They had my truck over a week when they did the transfer case. It was never diagnosed properly. I would have never did the transfer case or brakes if I was still going to have to do other ********** items to this truck. I basically threw **** bucks out the window as I had to buy a new truck.

  

  Business response

  01/04/2023

  See attached response 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had work done on my vehicle (radiator and piping). I picked up the vehicle but noticed that an electrical cable was pinched under the radiator AND the radiator coolant tank was almost EMPTY. They kept the vehicle and they 'readjusted the radiator position to free up the electrical cable' and 'added coolant after testing pressures'. The electric cable went to a snow plow that was working fine before their service work. When I hooked up the snow plow, I was unable to get electricity to the plow. The service tech **** said he'd discuss with the service manager. I have left messages and driven by a few times but the service manager is non responsive. The general manager says its a service issue.

  

  Business response

  11/30/2022

  See attached response 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/3/2022, my car was at the dealership that it was purchased at because of faulty tires (I had to put air in my tires all winter) and for my air conditioner. I paid for the air conditioner repair and was told my tires were all set and there was nothing wrong. Weeks later my air conditioner was not working again. Part of the time it wasnt working was during an established heat wave. I contacted **** to schedule an appointment and they stated Id have to pay for any new parts to fix the air conditioner and that my tires may not be holding air due to summer roadway construction. Although, I stated that during the first appointment, this had been going on since the end of last year/not during the summer. I scheduled an appointment but have not gone to the appointment because I feel as though if I had an A/C repair less than 2.5 months ago, I shouldnt have to bring the car back in and potentially pay again. Also, I dont think I should have to put air in my tires every week when they said my tires were in okay condition. For lack of a better term, it is a waste of time and gas to travel to and from the dealership when clearly the necessary repairs are not being made. If I need to get new tires, Id rather the dealership tell me that than having to refill my tires every week.

  Customer response

  08/22/2022

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

  

  Business response

  09/07/2022

  See attached response 

  Customer response

  09/13/2022

  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

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had my transmission replaced recently. Someone stole a brand new rotary hammerdrill that was under the front passenger seat. I'm not sure if they stole anything else because my truck was there for 6 weeks. Someone had to go through my truck to find that drill. They probably thought they could get away with it because I'm from out of state. I would not trust this dealership.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car had a very slow antifreeze leak. It was not a big deal, but I made an appointment for Feb 14th to get it checked. Dealership acknowledged that I had a premium service contract in place. On Feb 11, the transmission on my car failed. I had it towed to the dealership and it stayed there until Feb 18th. I sent a note in when i had the car towed on 2/11 saying that the transmission had failed. I stayed in contact with their service center member, ***, and I told him that the transmission failed. He insisted that it hadn't and that my car had issues only because of the antifreeze leak. I continued to doubt him but he insisted that my car no longer functioned in drive because of the leak and that fixing the leak would solve this problem. I continued to doubt him but as he insisted that the leak was my whole issue, I authorized the repair at $660. When I picked up the car I expressed my concerns about the car and the transmission. He insisted that there was no problem and gave me my keys to drive home. Less than 5 miles away the transmission again failed and I again needed a tow back to **** Madden. He then called me and said they were wrong the first time and that my car needed a new transmission at a cost of $6500. I told him that had he examined the car properly in the first place and told me the car needed a repair at that high cost, I wouldn't have authorized the small repair of $660, as I can't afford the $6500, I would not have bothered fixing the leak as there is no point if the transmission is no good or so expensive. The only reason I authorized the repair of the leak is because he insisted that the leak was why my car was having issues operating in 'drive'. He was mistaken in telling me that and I would not have repaired it if not for the fact that he insisted that my car would be perfectly fine if I fixed this leak, he said it would solve the 'drive' issue. He misled me at a cost of $660 and I want that money back.

  Customer response

  03/05/2022

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

  I heard back from one person, ***, and I reiterated that I wanted a refund for the repair that they did when they misdiagnosed the issue with my transmission, *** told me that he would check with his manager as to whether he was willing to provide such a refund... he came back to me and said that the manager said no, "Because I authorized the repair", but again, I authorized the repair because *** repeatedly insisted that the repair was all that my car needed, even as I doubted him and argued him.   I told him from the beginning that I thought there was an issue with the transmission, had he accurately checked the car and confirmed that, I would have told him that no further repairs were necessary as I intended to dispose of the car rather than invest an incredible amount of money in it.  But it was *** who said that there was nothing wrong with the transmission (I don't even think he looked at it) and that if I did this repair for $663 the car would be all set.  I again emphasized my concerns about how the car wouldn't move when it was in 'drive' with my foot to the floor on the gas, and he responded, "Oh, that's not an issue with the transmission, the car went into safe-mode because it was low on anti-freeze."  I repeatedly argued this point to him to no avail, he insisted that the $663 repair to the antifreeze hose would solve everything and that the car was merely in safe-mode and that was why it wouldn't drive.  I hesitantly approved the repair as he insisted this would resolve everything.

  When I picked up the car, the transmission gave out again within a few miles of my leaving the dealership.  I was fortunate to not have been injured on 95 South as it suddenly stopped on the highway.

  I reached out to **** Madden's secretary and she called me back several days later and said she was on vacation when I left her a voicemail.  I told her what happened and she seemed very concerned about it and said that she was going to reach out to someone and see what could be done.   She evidently called someone named *****, a regional manager... he called me and said that ******* the secretary had called him.  He asked a bunch of questions about what happened and said that he was going to reach out to someone in ******** regarding my problem and that he would get back to me when the person in ******** got back to him.  He said that he expected that it would be about 48 hours before the person in ******** would get back to him and he would back to me when that person returned his call.  That was nine days ago.  I reached back out to him four days ago, he again said he was waiting to hear back from someone in ******** and would call me back when the ******** person called him.  Still nothing.  I need help here.

  Any assistance is very much appreciated.

  
  Sincerely,
  ***********************************

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

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