ComplaintsforHeberle Ford Service

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/9/22 my grandson took our ******************* to Heberle **** for an oil change. While there it was damaged by an overhead door. Heberle took responsibility and said they would have it fixed. We asked for a loaner car as he worked out of state and was told they didn't have one. After a couple a months we asked about a rental car. We were finally told that we would have to go to ******** to pick it up. We asked to have it brought to Heberle ****, as it's a 4 hour round trip for us to drive to pick it up and another 4 hours to take it back, and it wasn't our fault that the vehicle was damaged. We were again told we had to go to ********. I had called ****** Cocaran to get a guarantee that stated that the vehicle's roof integrity would be intact and resale value wouldn't go down as a result of having the roof replaced. They finally said that they couldn't do that. I called the insurance company to tell them and was told that they had already sent a check to the body shop and all I had to do was make an appointment and pick up a rental car. I explained that ****** Cocorans body shop wouldn't write me a guarantee and I didn't want it repaired until I received something that stated as such. They said that the insurance policy didn't cover that and asked for my address so he could send an adjuster out to finally look at the car. I called Heberle **** and they said that they thought the claim was finalized as they had paid their deductible. I took my son in to Heberle **** to see if we could get it resolved. We were told that they would have *************** my son and it has been over 3 weeks and he still hasn't called. We don't feel we should be responsible for the transporting of the vehicle and the rental car any farther than Heberle **** or have the vehicle devalued because the roof and windshield had been replaced. Please help me get this resolved. Thanks

  Business response

  08/25/2022

  In response to the accident that we had on 2/9/22, we reported the accident to our insurance company the customer had their choice of body shops to have the repair completed and they chose to use ***************************** **** in ******** to have the repair completed on their car. The insurance company lined up a rental car for the customer to use and the body shop has even been paid for the repair according to our insurance company. We do not have rental or loaner vehicles at this time due to the vehicle shortage. The customer picked the body shop, and they are waiting to do the repair.

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