ComplaintsforVillage Ford, Inc.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****was investigated by the ** Senate for selling Focus' despite knowing they were prone to randomly slipping into neutral and starting unevenly. That means the cars, equipped with a dual-clutch transmission that **** called the DPS6, can lose acceleration at times, includingon freeways, and have unexpectedly bolted forward. Both, according to consumer complaints, have caused accidents and injuries.My 2014 Focus had transmission shuttering prior to 2017, and a new clutch was put in. This year the transmission shuttering has gotten worse and I called Village Ford and was told it would take 5-6 weeks to make an appointment. I made the appointment and today when I was going to drop off the car, was told I would have to leave my car at the dealership for at least two weeks before it could be diagnosed for repair. I was told I could not just bring my car in two weeks, but it had to physically sit in their lot waiting to be diagnosed. All I ask is if I bring in my car to Village Ford or any other **** dealership, that it be diagnosed that day or provide a rental car for the two weeks it will be sitting in the Village Ford lots. I have contacted **** Corporate offices and they provided no resolution.

  Business response

  06/27/2022

  Customer did not leave vehicle for repair at prescribed date, with the unknown of parts availability and previous days work we are unable to predict as to exactly when, after dropping off a vehicle when the issue will be diagnosed or repaired. ****************** does not provide the dealership loaners for this repair. The customer did not leave the vehicle, he has spoken with ****************** to which they advised to seek assistance with another dealership who might be better suited for same day diagnosis. If the customer would like to leave the vehicle with Village Ford it will be a couple weeks to diagnose and cannot provide a replacement vehicle during that time. 

  Customer response

  06/28/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  Having my car's transmission diagnosed has nothing to do with parts that *** or *** not be available. It is a poor business practice to have to wait five weeks for an appointment to be told I would have to leave my car at the dealership for at least another two weeks on top of that. Why wasn't this communicated at the time I made the appointment? ***********************************

*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. ↩