ComplaintsforParamount Ford

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April *************************************************** on a vehicle that was purchased by another party ( This was supposed to be the original owner but I was listed as the buyer and they were the cosigner) Under the advice of the dealership they were told to purchase a new vehicle and bought gap insurance. I signed paperwork to cancel the gap for a refund. I have called multiple times to the dealership and talked to finance department with no return call. I even spoke with a GM that said he would pull my deal and call back. This has been at a minimum of 2 weeks and have NOT been called back. As the legal owner of the vehicle I have a right to be refunded the unused GAP insurance that was purchased on the original vehicle. I am seeking a refund of the unused gap insurance policy.

  Customer response

  09/13/2023

  This is the release of interest sent to dealership in April 2023

  Business response

  09/19/2023

  Paramount has reviewed our files and determined that *************************** was the co buyer on the car insured with the *** insurance in question.  We have sent a check for one/half of the cancelation amount to ***** at the address provided by ***** in an email.   

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car was towed to Paramount **** in ******* on 7/22/22, xxxxwas advised that the check engine light was on , along with visible smoke ,,the car had been losing power. We received a call that it was believed to be the turbo , after arranging payment the part was said to be ordered and the car would be completed earlier the next week , we picked the car up , the check engine light came back on , we called service who said to bring back , the next morning the car would not crank , we charged the battery , drove to OReilly Auto Parts , the worker came out with his amp machine along with his diagnostic equipment , stated we needed a battery and that the diagnostic showed a code for the ******* told him we had just spent **** to get the light off and was told the turbo was the problem, he said if they diagnosed it it would have shown the same code si he asked to see the invoice and upon looking it over he said they didnt list any codes on here which is usually standard so I in turn called Xxxxx in service who maintained that they had probably just left something unplugged and to still just bring it in which we did only to receive a phone call that yes in fact the cam problem was there and it would be ******* to fix , I told him that was not fair because we had already paid to get the car fixed and its not our fault it wasnt diagnosed , I was also told the mechanic must have missed the code , then after much discussion I received a call that the car hadnt been maintained before we got it and that the engine had sludge and the best thing was to put a motor in for ****, I feel as though they did not accept responsibility for a misdiagnosis , Ultimately they kept saying we needed to trade it , I told them why would I do that if I had just paid **** for them to fix it , the car was repaired without a proper diagnosis , we did not take our car to be repaired only to be told after **** we need to trade , they also said if they did the cam repair it would happen again

  Business response

  08/05/2022

  Paramount received this car from **************** store with the information that the vehicle had a bad turbo and needed to be repaired.  When we attempted to start the car it was discovered that the battery was dead at that time.  No mention was made by *********** or **************** about an engine light being on and when the battery dies the information causing the check engine light is wiped out and will not  reappear until the vehicle is driven and the problem triggers the engine light to come back on.  After Paramount started the vehicle it was smoking very badly which is an indication of a bad turbo which was then repaired.  In fixing the turbo other indicators of the parts replaced would indicate that the maintenance on the vehicle over the years had not been done on a regular basis causing issues with not only the turbo but also the cam.  Without the check engine light on we would not have been able to get a diagnostic code to let us know of the problem and the turbo being bad was the only thing that was noted by *********** to be repaired.  Paramount repaired the known and reported problems with the vehicle but since the repair that we did, although necessary, did not completely repair the vehicle have agreed to refund the money paid by **************** to her today.

   

  Customer response

  08/09/2022

   
  Complaint: 17674223
  
  I am rejecting this response because the workers are still not being honest , the battery was not dead upon arrival , the battery died the morning after we picked the car up at after it had been supposedly repaired , I also just read their statement that no mention of the check engine light was on , we have the invoice which states in the original write up that 

  customer states check engine light on so they were aware of this ,I have submitted this document , yes I was reimbursed by the general manager but there seems to be some dishonesty among some of the service **** , I appreciate what the general manager did which was the right thing but I still have a problem with cover up stories .

  
  Sincerely,
  
  ***********************

  Business response

  08/09/2022

  I am sorry for the confusion in my response.  Once the battery dies any history of a check engine light being on is erased from the memory on the computer for the vehicle.  So the check engine light being on, we would have been able to get the codes to fix the problem but those codes were not available after the battery died.  The only repair at that point to perform was the repair noted by ***********, the turbo, which did need to be replaced.  

   

  Customer response

  08/09/2022

   
  Complaint: 17674223
  
  I am rejecting this response because:
  Again , I will say the battery had not died before it was brought to Paramount , the check engine light was on , the battery did not die until after the turbo repair had been made . If you read a copy of the invoice someone acknowledged hearing from us that the light was on so all the business about the battery and light happened after the repair , One more thing Aiken was not sure of what the problem was which is why they suggested your service. I know for a fact the car was not officially diagnosed, because I just thought of something , if all codes are erased once the battery dies how did the guy at OReilly Auto Parts get a code for the cam , this was after the turbo repair had been made and of which the battery had died the night of picking the vehicle up ,so did the code just magically appear after the battery died since codes erase after a battery dies ? 

  Sincerely,
  
  ***********************

  Business response

  08/10/2022

  If the vehicle was brought in and the battery was not dead, check engine light is on but we did not diagnose the car as soon as it came in.  When we went to bring the vehicle in to diagnose the problem the battery was dead and the codes were erased.  After the turbo was fixed and the car running, the vehicle's computer will start a new check on the operation of the vehicle and can take up to a couple of hundred miles or come on almost immediately for some codes to reappear and the check engine light to come back on.  If you feel that we did not properly repair your car, we are sorry but we do not feel that our service department in any way has been deceitful in this situation.  We have refunded the entire amount of the money paid to Paramount because in your situation we did not fix the problem for the check engine light that you wanted repaired.  That is our company policy for any customer whose vehicle we failed to fix the problem the customer brought the vehicle in to our shop for repair.   I cannot change your opinion of the situation but I can disagree with that opinion based on the information that I have been given by a staff that currently has one of the highest CSI ratings for our franchises by the manufacturer in our zone. We appreciate the opportunity to assist in your vehicle repairs and regret that we did not fix the problem that was causing your check engine light to come on.

   

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