ComplaintsforSakelaris Ford of Versailles

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 Ford Focus quite a few years ago. I got notification from them that there was a recall on transmission. They replaced the transmission and a year and a half later the whole transmission failed. I went back in Feb. and they said they would set up an appointment in two weeks. The mechanic said they are not going to fix it and just wanted to verify it. The appointment was set up for today April 17th, almost 2 1/2 months to get the car to get it fixed. We show up and they say they are too busy and they are not getting us in. We asked for the sales manager and they were going to get back to me by noon. Then he said the mechanic will call us. We called back and they said they will not get us in until May. This is beyond reasonable. They quoted us a price and lied to us about every single thing they have told us. I don't trust them about the price they told us. They won't answer our phone calls and brushed us aside.

  Business response

  05/12/2023

  Hello and first off, I am so sorry to hear about your concern.  We are a Ford dealer in Versailles Mo and provide sales and service for New and used Ford vehicles. The specific transmission repair requires a specific skill set, training level and Ford certification.  The one mechanic, with that skill set and certification, that was scheduled to do the repair, had a horrific situation in which he lost 2 family members and was unfortunately and unexpectedly out of work at the time of the April 17th service appointment, due to the death of his family.  The situation was explained to the customers, and they were rescheduled for an appointment in May.  We understand the frustration of the customers but unfortunately, this situation was beyond the control of the dealership.  We apologized for the inconvenience and reset an appointment, for the service, when the mechanic returned.  

  The dealership has been very un-front and explained the situation.  It was also discovered that the customer left a message not for the manager but rather Mrs. *****, which has not owned the dealership for 12 years. So, the sales manager did not return the call as he thought it was a sales call as any customer that has done business with us in the last 12 years knows Sakelaris is the owners, not Mrs. *****.  After reading the complaint, my manager still had the note of his desk for Mrs. ***** to call a number but there was no name or concern left.  Just for Mrs. ***** to call this number, and this was the customer's number.  Thats why he did not call back, so again I apologize but due to the situation, the call was deemed as a solicitation.

  I did verify the first available appointment was in May.  We would be glad to do the work and set the customers an appointment.  Please keep in mind that the schedule changes daily so the sooner we can lock down on an appointment date the sooner we can get it in the shop.  

  I would like to also note that the benefit of buying from a Ford dealership is that the customer can take their car to ANY Ford dealership to do customer pay, warranty repairs and recalls.  If the customer feels like he or she would like an appointment sooner that our schedule allows, they are more than welcome to have ANY Ford dealer do the work.  We all do the same work and use the same Ford parts to the Ford manufactures specifications.  

  Please let me know if the customer would like to schedule our soonest appointment and we will do so.   

   

  Thanks 

  ***** *********

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