ComplaintsforZumbrota Ford

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought a used car from them. I asked salesman if this car was in good shape and he said it would last me years, I would have no problems with it. So, I bought it, in February. first week i drove it I had problems with leaking oil, it also started leaking anti-freeze. I put oil and antifreeze in it and was hoping that would take care of it. I only leave my house once in a while, so I didn't drive it for a couple of weeks. When I drove it again the same thing happened? So, I decided to call the salesman that sold it to me. He said he would have a mechanic call me. I than waited two weeks and called him back since they didn't call me. He said he would have them call me that day. They did about four hours later. They said they would call when they had time for me to bring it in to the shop. I did not hear from them for three weeks, said I could bring car in on May 11, and they would see what the problem was. I brought it in, and they said that they had put the wrong oil pan on it and something else with the leak with the oil, the mechanic drove it around for two hours trying to get it to overheat. He ran my car out of gas, but it wouldn't overheat. So, I set up appointment to come in on May31. Brought car in fixed the oil leak and found out that it was over heating. They couldn't find me ride home so they told me to drive my car and they would call when I could bring in back in. that was May 31. They started arguing with me that I would have to pay to get my car fixed. Told me it would be $2600.00 or more. I said that it was not working when I bought it and I shouldn't have to pay for something that was their fault. July 13, another mechanic by the name of **** said he had to check into to see if the car wasn't working when I bought it. They had fired the mechanic that worked on my car so they couldn't ask him. I said since he didn't believe me it was overheating that this was my fault and not there's. they have car and it will cost me over a thousand to fix.

  Business response

  07/22/2022

  ******* purchased her 2012 ***** Cruze AS IS on 1/13/2022 and declined any extended service protection for her vehicle (see attached). The first time we have documented contact from ******* is 4/21/2022 when she contacted her salesperson Dakota.  He put her in contact with our Service Manager **** who set an appointment for her to bring her vehicle in on 5/11/2022. At that time we noticed there was an oil leak from a previous repair we had done before Racheal's purchase. We took care of this repair (see attached) in the amount of $1321.42 AT NO COST TO THE CUSTOMER. There was a second item we addressed for her, antifreeze in the reservoir bubbling. This is a repair that ******* is responsible for totalling $267.28. We also found out that she is going to need head gaskets due to exhaust leaking into reservoir. The total estimate to repair this is $1925.00 + tax and shop supplies. This would be in addition to the $267.28 she owes. 

   

  I know that ******* believes this has been happening since she purchased in January, but an outstanding item like this (head gasket issue) would have caused major malfunction from excessive overheating and likely resulted in severe  engine damage at minimum. 

   

  We offered ******* to meet her half way on the repairs of her Cruze. When she purchased she would have received a 50/50 coupon in her benefit package for our customers at delivery. This coupon entitles all of our customers to a one time repair where we meet them half way. When purchasing a used vehicle, lots of things can happen that are out of both of our control. This coupon is good for 6 months from purchase and has a limit of $500. My Service Manager went above and beyond to extend this coupon to ******* even though it would have expired 10 days ago from her purchase date. 

   

  We would like to know what ******* would like to do since her vehicle is here with an outstanding balance. 

  Business response

  08/02/2022

  Business

  Most Recent Message

  Date Sent: 7/22/2022 4:57:06 PM
  

  ******* purchased her 2012 ***** Cruze AS IS on 1/13/2022 and declined any extended service protection for her vehicle (see attached). The first time we have documented contact from ******* is 4/21/2022 when she contacted her salesperson Dakota.  He put her in contact with our Service Manager **** who set an appointment for her to bring her vehicle in on 5/11/2022. At that time we noticed there was an oil leak from a previous repair we had done before Racheal's purchase. We took care of this repair (see attached) in the amount of $1321.42 AT NO COST TO THE CUSTOMER. There was a second item we addressed for her, antifreeze in the reservoir bubbling. This is a repair that ******* is responsible for totalling $267.28. We also found out that she is going to need head gaskets due to exhaust leaking into reservoir. The total estimate to repair this is $1925.00 + tax and shop supplies. This would be in addition to the $267.28 she owes. 

   

  I know that ******* believes this has been happening since she purchased in January, but an outstanding item like this (head gasket issue) would have caused major malfunction from excessive overheating and likely resulted in severe  engine damage at minimum. 

   

  We offered ******* to meet her half way on the repairs of her Cruze. When she purchased she would have received a 50/50 coupon in her benefit package for our customers at delivery. This coupon entitles all of our customers to a one time repair where we meet them half way. When purchasing a used vehicle, lots of things can happen that are out of both of our control. This coupon is good for 6 months from purchase and has a limit of $500. My Service Manager went above and beyond to extend this coupon to ******* even though it would have expired 10 days ago from her purchase date. 

   

  We would like to know what ******* would like to do since her vehicle is here with an outstanding balance.
  

  Customer response

  08/02/2022

   I am rejecting this response because:
  
  It was not April when i contacted Dakota, and his mechanic still didn't get back to me until I called two weeks later. than they called me back and told me i couldn't get my car in until May 11. It was the first part of March when I called, and I didn't even drive the car because of the oil leak and antifreeze leak. At the time they told me to keep it full of oil and antifreeze and it wouldn't hurt the car. So that is what I did. Maybe I wouldn't have had problems if they wouldn't have put the wrong oil pan and filter on it in the first place. I have five people that will stand by me that knew the car wasn't working when I got it. 

  I am not the first person that has had problems with their car in the first month. Why should we have to buy an extended warranty when their cars are supposed to work when they sell them. Dakota told me that I would not have problems with it, I told him I was on a fixed income and could not afford any repairs. he promised me that I wouldn't have problems. So much for his word, just a scam like normal. I am 66 years old and live on disability, there is no way for me to fix my car that was supposed to be in good condition. 

  If they choose not to fix the car, they can just have it back, I am not paying for a car that has never run. I already spent too much money on it for nothing. They have it. The lawyer told me I could report it stolen, but I don't want it back unless they are going to fix it. 

  So as far as I am concerned, they can keep the piece of junk and sell it to another fool, that is what they treat their customers like. I lost the deposit, my payments and my other car because of their way of dealing with people. They are not for the people; they are out to s**** the people. I have heard a lot of bad things about them since I bought my car, just wish it would have been before I bought it. 

  they can send me my plates, since I don't have a car know. 

  Business response

  08/08/2022

  *******,

  I'm sorry that you don't accept our answer. I have circled up with our staff and reviewed our customer contact notes and those are the dates we have documented.

  The last thing I want to do is disappoint a customer. But we don't have a crystal **** to know how long a vehicle with go with, or without issues. We cannot attest to the fitness of a vehicle and how long it will be from a repair. That is the risk a consumer takes especially when purchasing something used. That is why we strongly recommend extended service protection coverage, for your piece of mind. It looks like your vehicle is 10 years old and has ******* miles. Things are going to go wrong, it is not "if" rather "when" (2012 ***** Cruze). 

  What I would extend to you is to use your 50/50 coupon even though it has expired to cover the repairs. I would pay half and you pay the other half of the repairs meeting me half way. Otherwise, if you are not satisfied with us or that answer I don't know where to go or how to help. 

   

  Customer response

  08/16/2022

   I am rejecting this response because:
  
  Of all the hours that I sat a Zumbrota ford, which was most of the day, while they worked on the car I was to buy. Dakota never once asked me to purchase an extended warranty. He said the car was in great shape and it should last me the rest of my life. He said as long as i had the oil changed and did the check up every six months that it would be fine. If I would have known that it was not guaranteed to last a week, I would not have bought the car. I explained to him that I lived on disability and any repairs would have been out of the question.

  You don't want an unhappy customer, but I know for a fact I am not the only one. I was there when a customer came in with the same problem as mine and he was not too happy either. So that really tells me that you don't care as long as they are driven off your lot. I also know of another lady that had a rattle in her car the same day she drove it home, and she brought it back the same day, but you wouldn't help her either.

  That shows me that the only thing you care about is selling the car and not your customers. If you did you would make sure your cars are in great shape before they go out the door of your shop. For you to send a car off the lot with the wrong oil pan and filter on it should show everyone that you don't care. You knew I would have problems with it right away because you didn't even put the right parts on it. But you didn't care as long as you sole it.

  You also should know that it is a known face that ***** cruses are known for blowing the casket on it. So, you shouldn't even take them in on trade. But what do you care, when you can just sell the problem to someone else. 

  I am very disappointed In Zumbrota Ford. I will never shop there again, and I will let everyone know what I went through when I did. Your reputation is not a good one, I have heard from other customers about it. I just wish I would have heard before I bought a car. 

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