ComplaintsforFette Ford, Inc.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/27/23 My truck was taken to Fette Ford for oil change and check power running board issue. When I go to pick service tech states "they are waiting for approval from warranty **** to replace the motor on the power running board". On 2/2/23 I call to follow up with service tech and he states "warranty **** did not approve the repair". I asked him for a supervisor who I can appeal as I know for a fact that this is a covered part under **** PROTECT. Radio silence ever since. On 2/3/23 I called **** PROTECT directly and not only do they confirm that my repair is covered they also checked to see if the dealer had made a "request for repair" for my VIN number and that was a false statement made by the service tech or his supervisors. I sent emails to everyone who I can get an email for at the dealer including the general manager (*****************************) and all the way up to the owner (*****************************). On 2/5/23 the general manager called me to follow up on my request asking for the details of the experience and said he will follow up with service ****. Today is 2/10/23 and after several more emails following up with what is going on still no word! I am a business owner and this is extremely unprofessional.

  Business response

  02/11/2023

  Service Manager took a couple of days to make ********** where covered because the customers running boards where badly rusted. We wanted to give **** a definite answer. I spoke to **** on 2/11/2023 and told them they will be covered, and that i would call him Monday to let him know when the parts would be in so that we could schedule the repair.

   

  Thank you,

   

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

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased a vehicle on October 22, 2021 with the idea that there was a 1 year warranty on it. October 26, wrench light came on the dash. The wrench warning light on **** vehicles is the powertrain malfunction indicator light. When it illuminates, it means that the computer has detected an issue with your vehicle's powertrain or four-wheel-drive system. Brought in for service they reset the code and said it was possibly a malfunctioning sensor. December 13, check engine light came on, engine caught fire. **** contacted, they had the vehicle towed to their lot on the 14th. Contacted dealership on the 12/21 unable to get an update. Weeks later I was able to speak with the finance manager who told me the motor had thrown a rod. On 1/7/22 I was told the repair would cost $11,561.50. I was told when the parts are ordered the repair would be complete within a week of receiving all of the parts. On 1/10 I informed **** that they could move forward with the repair. 1/28 I called for a status update and was told there was no update. It wasnt until 2/24 that I was told the parts wouldnt be ordered until payment was made. (72 days in possession of my truck with no work) 3/14 I contacted finance manager to make payment over the phone I was told they would contact me. I was never contacted. 3/23 I went to the dealership, I was told everything had been taken care of handed an invoice with no charge. Vehicle still had not been touched nor parts ordered. (99 days at dealership) I was then told I didnt have to make payment till vehicle was complete. I was guaranteed the vehicle would be done by first week of April. It was not. 174 days as of today that my vehicle has been there. Denied a loaner and consistently told it would be done by weeks end. I am approximately $20,000+ Into a vehicle that I had from 10/22/21 to 12/13/21. Fette Ford has done NOTHING to accommodate the inconvenience this has caused.

  Business response

  06/06/2022

  Hello BBB,

  This vehicle was dropped of at dealership after customer drove it for a few months and the motor seemed to have been over revved or abused to the point of starting a fire in the engine compartment. Engine needed to be replaced so we had to wait for the customer to come up with the money to pay for the repair. Then it was a matter of waiting for the parts. The motor has been installed in the vehicle but still waiting for parts, for example the wiring harness which was burned in the fire. It also needs a powertrain control module that we have ordered. We sre trying to get this truck back to the customer as soon as possible but we are at the mercy of the parts being available. 

  Please call me at ************ if you have any questions.

  Thanks,

   

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

  Customer response

  06/06/2022

  
  Complaint: 17303531
  
  I am rejecting this response because:
  
  This was not a matter of waiting for me to **me up with funds. This **uld have been resolved months ago had the dealership **mmunicated with me properly. I attempted to **mmunicate with the dealership through the members of their team which I was told would be my **ntact. I was **ntinuously placed on hold, told I would receive a call back and told someone would be ** tasting mw in regards to my vehicle. As for the motor being over revved or pushed beyond its limitations I have to disagree. I drove the vehicle approximately 30 miles a day during my work week during rush hour traffic. The day the motor caught fire, I felt the vehicle hesitating and losing power, I did attempt to accelerate the vehicle but was not getting any power from doing so. This began approximately 2 miles from my residence. I was able to get the vehicle to my driveway and had to push the accelerator to get up the incline of my driveway to where I parked. I didnt notice the motor had caught fire till I opened the hood and was able to put it out. At no point did I over rev or push my vehicle beyond its limitations. When I addressed the previous issue where I brought the vehicle in for a warning light it was ignored and I was told that I intentionally caused the damage to the motor. Im regards to the payment, it was NEVER **mmunicated to me that a payment was due prior to ordering parts or prior to any work being done. Even when I went in to make the payment, I was told that payment is due when the vehicles repairs are **mpleted. This was already months after the dealership had my vehicle. Since December of ******************************************************************************* was a burden to the business.  I am understanding of delays due to locating and waiting for parts. But I have **ntinuously been promised dates of **mpletion with no satisfaction. They have done nothing to ac**mmodate the in**nveniences they have caused. The only positive effort that has **me from this dealership was the **mmunication from 1 service department employee (Sole). I have maintained a professional and **urteous attitude when **mmunicating with her because she has been the ONLY person that has been able to provide me with information regarding my vehicle and its status. I am otherwise disgusted with this dealership and their level of professionalism and it has left a horrible image of the brand itself. I may never purchase another **** Vehicle again and I will do everything I can to advise friends, family and anyone I can of this **mpanys blatant disregard for their customers and sway them to purchase elsewhere. 
  
  Regards,
  
  ***************************

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