ComplaintsforAuffenberg Chris Ford Lincoln Mercury Inc

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 mustang in October, I took the car home and my dad noticed that the windshield had a chip in the windshield, crack in the grill, and the bumper continues to pop out. They replaced the windshield , but there is a speaker by the windshield looks like it has been shaved and been it with a tool. Also, I had to pay for my own inspection when they should have that done before I left with the car. They stated that they would reimburse me back in October but I have yet to receive that reimbursement. I would like the apiller part for my car, and I would like my money back from the inspection as well.

  Business response

  01/23/2023

  I have spoke to customer as a goodwill for the  store I  will take care of repairs.  Also will refund inspection fee. 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck was there because I bought a brand new engine from Ford and now my check engine light is on and I’ve got antifreeze in my engine oil. I made the trip down to Chris Auffenberg because my truck had a program on it and I had to put it back to factory program. When I got in my truck I know it is my personal property was damaged. When I presented it to **** ********* he got a service manager and instead of trying to work it out with me they gave me my keys and told me I need to leave and take my truck somewhere else. Now mind you my truck is not drivable and I have already paid for a tow to their dealership to get my warranty work done and now they are declining to repair my truck under the warrantees which came with my brand new engine. I attached an email that was sent to my wife even though my wife has not contacted them or have nothing to do with this regarding my truck. My truck has only been on there a lot for about five days and they’re already emailing me and I know they will try to have it impounded because of how spiteful they are. My wife’s a nurse and I’m an HVAC guy so I’ve just not had the time to meet a troll took down there this week but we are going to this weekend. That’s not enough so I’m gonna have to miss work to meet a tow truck down there just because I know they will have it impounded. To summit all up they’re declining to make the report warranty repairs, they are not gonna do anything about the personal property they damaged and there not even going to help with a tow.

  Business response

  06/09/2022

  To Whomever,

  This is Chris Auffenberg Ford's response regarding the unfounded complaint submitted by ***** *****, **********.

  Literally everything stated in his complaint is false.

  He stated he towed his vehicle to us because "there was a program on it." Translation is he tuned his own engine which rendered the warranty void in that current state. We informed him the factory standards had to be reset for us to submit for a claim.

  He says we damaged his vehicle, we did not. The tow truck driver warned us he would be belligerent and try to accuse us of something we didn't do. We were also forewarned by the outfit he bought the engine from, and another dealership he tried to work with that these were extremely difficult people.

  He stated our Service Advisor **** ********* handed him keys and told him to take his business elsewhere. This is true but what he left out this was after we informed him he needed factory standards reset before we could submit a claim, and he then proceeded ************* **** and everyone else within earshot of our service drive. Unacceptable.

  He said his wife had not contacted "them"(us) which is not true. She called and had a conversation with me to look into the matter. I was unaware of the incident and I told her I would gladly look into it. I did and discovered the above behavior.  She later called me back, I explained the situation, and once she knew we weren't going to help, became abusive with me on the phone.

  On top of that all, the guy got on one of our female sales associate facebook page and left her a 1 star review. The young lady had zero involvement in this situation.

  To sum up:

  -Customer is misrepresenting facts. We would of been glad to help and informed customer but they didn't like our answer. Their ensuing behavior is what forced us to not work with them.

  -We did not under any circumstances damage their vehicle. Made up by the customer and tow truck driver will confirm.

  -I do not wish to be involved with this customer on any level. They make up stories to benefit their agenda, use abuse to get their way and I'm generally concerned for my employees that would have to deal with them.

  -We never would of impounded the vehicle. We just need them to remove it from out lot, which they did.

  -Most important is we simply told him what needed to be done to submit a claim, after he had altered and rendered the warranty void, and all this is where we ended up.

   

  Feel free to reach out to me if you have any other questions. My guess is this customer will dispute my facts and make up some more lies. Please let me know if you need a more detailed response. I can document everything. I have no interest in helping or working with this customer.

   

  Sincerely,

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

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