ComplaintsforCandy Ford, Inc.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up an online appointment to have a factory recall/extended warranty repair on my vehicle on 8/12. I set the appointment up for 9/4 (Labor Day) because their scheduling system allowed me to, so naturally I assumed that they were open. When it came time to bring my vehicle in, the doors were locked, no one answered the phone, no one at corporate answered the phone. No one took the time to check their schedule and call me to tell me they couldnt honor the appointment and to reschedule it. I drove 2 hours, normally 45 min for this repair. I called corporate and the Candy dealership to set up a new appointment once a part on back order came. I described what was going on with my car to the service manager/tech and he was certain the issue was the recalled part. No mention of the possibility of any other issues that could be causing what I was experiencing. I was promised I was top priority and they would call me when the part came in. I had to call twice a week for an update. When the part finally came in( which I had to call to find out) they told me they could get me in 4 days later. Doesnt sound like top priority to me. During the entire waiting period, they told me that it was safe to drive my vehicle though it maybe annoying to do so. Needing a vehicle I did so. When the repair was finally made, NOW they tell me I need a new clutch and other parts for a cost of $3,700. I asked the tech/manager if it was possible that the part on recall could cause further damage to other parts if I continued to drive the car as is and he said yes its possible as well as another tech that I personally trust says its very possible. I called corporate for further assistance and they called Candy. The tech tells corporate that no, this recalled part CANT cause further damage. So he lied to one us. Now my vehicle is producing the same issues now that it was before the repair was made. I question if the recall part was replaced or if it ever needed to be replaced at all

  

  Business response

  10/06/2023

  The customer contacted me after the holiday weekend to let me know that our online scheduler had allowed him to schedule an appointment on Labor Day and he showed up and we were closed.  I apologized for the inconvenience and met with my service department about getting him in right away.  I also reached out to our 3rd party provider who handles our online scheduling about the fact that a customer was able to schedule service on a holiday.  First, online appointments are for diagnosis purposes only.  After looking in to the customers concerns further, we found out he was bringing in the vehicle for a recall.  The recall is a transmission control module (***) which is a large recall and parts have been on long back orders.  He asked if that could be the reason he was experiencing issues.  Now, all of this is being communicated by phone without physically having the vehicle here for us to look at.  He was told that in many cases, the *** could be the cause of the symptoms he described to us but we don't know for sure until we properly diagnose it.  He mentioned he needed a vehicle to drive and couldn't be without one so we pulled a part that was ordered for a different vehicle that we had here already and ordered his to replace it.  That vehicle was not a priority so we used that part to complete his recall. Once we actually had an opportunity to see his vehicle in person, we completed the recall and proceeded to diagnose his issues which were much more extensive than just the recalled part.  We have no way to verify this until we actually have the vehicle here to properly diagnose. He was very unhappy with this obviously and feels that we led him to believe the recall would fix his vehicle.  That's not the case, we never saw his vehicle, only talked over the phone about his appointment to have the recall taken care of.  I spoke with ****************** myself about the unfortunate incident of our online scheduler somehow allowing him to schedule on a holiday.  I apologized.  That should have never happened.  We also got him in as quickly as possible and after his part being on back order, decided to use a part that was sent to us for another vehicle because he called several times and let us know he needed his car.  We went above and beyond to try and complete his recall with out a 3-6 month possible wait and did.  Unfortunately, he had more problems than just the recall.  Please reach out to me anytime with questions.  ****

*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. ↩