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Complaint Details
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Initial Complaint
12/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Came to taylor ford to fix a problem with my steering which required ******* to fix. After expensive service my vehicle "developed a new issue" personnel continued to correct what I was speaking of to side step the issue. My horn no longer worked. The push button on the steering column was the location of the issue. I was told by the service manager that they had nothing to do with the new issue. I see this on other complaints. The dealership is in possession of my vehicle, and then a horn issue just happens? Manager said he would waive the diagnostic fee. But the rest is up to me. Nasty, disrespectful, and condescending. Why would I let them break something else? Also, alignment was necessary, vehicle returned off alignment. Had to return vehicle for correction. I will never go back there or purchase a vehicle from them. This dealership's service department should be investigated for shady business practices.
Business response
12/12/2023
The customer was offered to bring the vehicle in to see what the problem could be. If the problem was created by our repair it would be fixed at no charge but if the problem was unrelated the customer would be responsible. This is still the case she can return for us to look into it further. Please keep in mind this vehicle is 11 years old and vehicle repairs are more likely as the vehicle ages. We are in the business of fixing vehicles and we operate with the highest amount of integrity and would never do anything shady. When her alignment needed adjusting we did that at no charge because it was the right thing to do. We are not perfect and that is why we asked to see the vehicle again.Initial Complaint
10/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My leased Explorer was taken into the Taylor Ford shop on September 19th. The lease is also through Taylor Ford. I paid 530$ for September and 530$ for October and still have no vehicle. Im 1060$ in and have no car to show for it. The car is sitting in the shop waiting for the work to be complete. Ive been having to pay for the leased vehicle and a rental vehicle. Im completely broke. Taylor Ford didnt even offer a rental on their own lease that is having transmission issues at only ****** miles. **** calling in they are saying nothing is in the computer yet as far as repairs taking place. Ive been leasing with them for around 7 years. Very depressing. And in order to leave them and lease with someone else I have to pay a fee of 500$. They are money hungry and dont truly care if your left shafted. They are taking their sweet time even tho the parts have been in for weeks. Very sad to treat a loyal customer like this. Take a car off your lot and offer it as a rental. This is a leased vehicle. Or put the payments on hold while its sitting in the shop not being used. Very sad and disappointed and left with no vehicle.Business response
10/31/2022
The Fixed Operations Manager ***** Friday has spoken to the customer today and caught her up on the status of the repair as well as offered to keep the customer updated as the repair progresses. She also clarified the process with **** for lost payments. ***** will follow this repair with the customer till it is resolved.Initial Complaint
08/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We were referred to Taylor Ford by ********************** to fix the hotn. The contact **** said it it would be a 2 day job. They got it last Wednesday and almost a week later and he wont return my calls. No one can give me a status other than the person its assigned to is out with Covid. This was a scheduled appointment. Why keep it this long if you cant fix it? Why not return my calls or call me with an update? ****** wont help and Taylor Ford wont respond!Business response
09/14/2022
Customer was referred to us after other dealer had an issue where horn didnt fix the problem. It had to stay and wait for an electrical tech to become available for repair. When it was diagnosed the other dealership paid for the repair to be done. We found wiring issue in behind the pass side fender. After repair horn worked fine. Customer stated that they were upset the advisor didnt call back which is being addressed at the dealership and the advisor.Initial Complaint
05/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I scheduled 2 weeks beforehand to have recalls on my Explorer to be completed on 5/16/22. I dropped the vehicle off at 9:30am, I was asked to leave the suv overnight as the 2 recalls would require different techs. I called the dealership on 5/18/22 at 8am for status update of the repairs. ****************** was not sure, so asked to call me back. After not receiving a call back for 2 1/2 hours, I called the service ***** back and was rudely told they are down ******* and do not have an estimated time of repair. I explained to the service woman the vehicle had been there since Monday morning and was repeatedly told we are down *******.If my local **** dealership does not care about getting federal safety recalls completed, why should they be able to sell vehicles...Business response
05/20/2022
Setting expectations for our customer when a vehicle comes in to our shop has become more and more challenging in recent days. I am sorry for any inconvenience this caused the customer and I will happily speak to the customer over the phone and explain how an issue like this can occur on any given day. I am also happy to discuss coming up with a resolution that insures the customer knows we care about how inconvenient this was for them. Taylor Ford cares very much about our customers. We just had to much work at the time and not enough hands to do it. I understand that an appointment may appear on the surface to mean that you have someone waiting to look at your car but it is just a drop off time putting it ahead of other cars that come in on that day but still behind the cars that need to be finished up from the day or days before that also had appointments. These holdovers may have needed parts that just came in or been waiting for direction from **** Engineers on a repair. Working out the logistics on all of this can be very challenging if we are short staffed or have parts that have been on backorder and have come in. That all being said keeping the customer informed as we encounter these challenges is something we should be proactive about and I apologize again because it appears we were not proactive with our communication. I will address that internally to ensure future visits will go better.Customer response
05/23/2022
[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:]Who am I contacting at the dealership to discuss proposed resolution?
The response from the dealership is very generic with contradiction within the response.
Also the vehicle sat at the dealership for Monday, Tuesday, and 1/2 day Wednesday (after me pulling it) with no estimated repair time.
Regards,
Ashton PriceCustomer response
08/10/2022
No one from the business has contacted meBusiness response
08/15/2022
You can contact Mandy ****** at ************* to get you in for service.Customer response
08/17/2022
[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:************** got me in a month later and preformed the recall on the same day as scheduled.
Regards,
Ashton Price
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Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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