ComplaintsforVarsity Ford

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 15, 2022 I took my 2018 **** escape (VIN# 1FMCUIGD5JUA29949) to have repairs done. It was supposed to have the engine replaced. Since this was a manufacture malfunction **** was going to pay for. Everything went as followed. But on October 14 I receive a call from the shop stating one of their employees took the vehicle for a test drive to make sure it was running well. While on the test drive the vehicle was hit by another vehicle causing for the vehicle to be totaled. He suggested that i reached out to my insurance and let them know of the accident. I reached out to my insurance, and they were going to contact the dealer to figure out what the plan was. Varsity Ford is denying covering the cost because the feel like it was not their employees fault however it had been 2 months that i had not had possession of the vehicle and now i am stuck without a vehicle and most likely higher insurance note because of the claim when i did not even have the vehicle. I just want **** to pay for the vehicle since it was in their possession while this happened. It's very unfair that I have been making payments on a car that i have not been able to use and now that it's totaled, they are just not willing to be responsible for the damages caused while their watch.

  Business response

  10/19/2022

  ******,
  
  I can understand your frustration and sympathize with your situation.  Our intention was to repair your vehicle and return it to you as quickly as possible.  Due to circumstances outside of our control, that wasn't the outcome.  Our technician was performing a routine test drive to ensure your vehicle was ready to be returned to you.  Unfortunately, the negligence of another driver caused your vehicle to be damaged when he ran a Red light and struck our technician while on his test drive.  The other driver was cited for the accident.  
  
  Since you are the owner of the vehicle that was damaged and the driver of the other vehicle was "at fault", your insurance company must contact the "at fault drivers" insurance company for compensation.  Having said that, I would like to offer our help in securing a vehicle to replace the vehicle that was damaged by this accident.  We can work with your insurance company to speed up the vehicle inspection and claims process, which will help move things quicker. 
  
  Please feel free to call or email me.     
  
  Best Regards,
  
  Matt Stanford
  General Manager
  Varsity Ford
  Desk: ************

  Customer response

  11/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I understand this unfortunate situation was not caused on purpose. However, it is very unacceptable that I drop off a vehicle for service and not get anything in return. Even if it was my vehicle, it was under the dealership's possession. It is something they should be responsible for. I am now stuck with no vehicle, a higher insurance note, having to pay a deductible to my insurance and a down payment of a new vehicle. 
  
  I have been in contact with the dealer to secure a new vehicle and the Best deal you approved it's unacceptable based on the circumstances. You are not willing to take a loss on a sale but expect me to lose my vehicle and just move on. You are doing everything to protect your business, but no one protects the customer from similar situations.
  
  Regards,
  
  *******************************************

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