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Complaint Details
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Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ford nightmare 2/25 car won’t start 2/26 car towed to Ourisman Ford 2/27 loose battery terminal tightened, $175 2/29 car won’t start, towed to Ourisman Ford 3/7 (*one week later*) told by Gabe PCM not responding 3/8 told we need integrated starter control relay 3/11 told its not covered under warranty 3/20 pick up car, total $2134.75 3/31 car doesn’t start…eventually get it started on 4/1 4/7 car doesn’t start 4/9 car doesn’t start 4/12 get battery replaced at a different shop, who I trust 4/28 car doesn’t start 4/30 towed to Ourisman 5/6 still haven’t looked at it. I don’t understand how I could be any more patient with Ourisman Ford. We have been without a vehicle for 1/3 of the last 2 months, because of their apathetic attitude. My wife and I are talked down to and patronized when we call to check on it. This issue needs to be resolved, with no more cash leaving my pocket. The original “fix” wasn’t the cause of this ongoing issue, so I need the vehicle to be repaired properly.Business response
05/10/2024
Mr. ****,
We are motivated to address your concerns and ultimately get you back into your vehicle as soon as possible. As of the current moment, we have ordered the part needed to repair your car. The part will take 3-4 days to get here, once we receive the part we will begin your repair which is 2-3 days to complete. We anticipate a final resolution by the end of next week.
Very truly yours,
General Manager
Derek H***Initial Complaint
08/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a 2020 Mini Cooper from this dealership when I purchased the vehicle the salesperson said the car would get new wipers, new tires and new brake pads. I was then given transferred the car to Mr in April of 2023. I drove less than 2,000 miles on the vehicle and warning lights for oil change and check front brake pads come on. I contact my salesman who gives me someone else I need to talk to in service. After talking to them an appointment was made to look at it. On Aug 3,2023 I had my appointment and they said they changed oil and can’t get warning light to go off it will change to red when brakes need to be replaced. While not being satisfied with this response I was told to talk to manager and that is what I did. He heard whole story and took number down and said he would call back shortly. I waited an hour and a half and no phone call. I called the dealership back the manager went home for the day. I talked to the service manager who had me on phone for 30 minutes and said I’m unfamiliar with this car and issue call back tomorrow. I am still with out my car waiting to hear from someone.Business response
08/04/2023
Thank you for sharing our customer concerns. I reached out to the customer today. We agreed
to put some parts on his car at no charge. Customer seems to be happy with the resolution.
Very truly yours,
Derek H***
General Manager
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.