Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2013 ************ bought August 2, 2024. My dates are close estimates based on emails I wrote to them. Seeing how I have requested service paperwork by email and got no response.I bought this car cash 6200. Was told the car was good running car they had it serviced before putting it for sale. Because of reviews and their value to treat customers right so they returned figured I could trust them. I know I signed the paper as is I made that clear i understand I signed that. But they offers to make it right and get car running right. I have cause my daughter to miss so many days from school due to this car not running half the time. She has cerebral palsy a car is important. I have barely been able to see my boys who live 30 mins away. I needed a running car!The next day from getting my car I smelt burnt rubber. Got ahold of them 8/5-8/7 . Then it was overheating so they took it back in supposedly fixed it. Got it back then within a week overheated again. ****** offer to get engine replaced. I dont think it was new engine because it came back with more issues and some of the same problems the BELT. Also when it came back the second time the ** AND HEAT started a knocking sound. Before it went back second time engine light also came on. Which I found at the 3rd time they can turn that off. So when I got the car they lied and turn the engine light off to make it look like it had no engine light problem . Second time it was there was around 9/24. The third time my belt shredded on me 11/2 they fixed some things around that and then on 11/20 it shredded AGAIN. And since I havent been able to communicate with anyone. I can only drive city no freeways nothing. It makes squealing noises really loud. All same issues from when they supposedly fixed it 11/2. I feel if from beginning the offered to make it right it should have been made right and not make me feel like Im in wrong. I need to work and cant work without a reliable car.

  

  Business Response

  Date: 05/12/2025

  Good morning.  My sincerest apologies for not responding to this complaint sooner.  I will be back in the office tomorrow (5/13) and will try to get a response posted at that time.  If you have any questions, my cell phone is **********, please don't hesitate to contact me.

   

  ***** ******

  

  Business Response

  Date: 05/13/2025

  Ms. ****** purchased a 2013 Jeep Compass from our dealership on August 2, 2024, and signed all necessary documents acknowledging the vehicle was sold as-is, with no warranty expressed or implied. This was a high-mileage, older model vehicle, and as with any such sale, the buyer assumes full responsibility for any future maintenance or repair needs. This legal concept was explained to Ms. ******* and acknowledged by her signature at the time of purchase.
  Despite having no obligation to do so, we provided three separate goodwill repairs over the course of several months following the sale. These included an engine replacement, whichcontrary to her mistaken beliefwas never represented as a new engine. No dealership would install a new engine in a vehicle of this age or price point. The replacement engine was used but came with a three-year warranty, a detail Ms. ****** appears to omit. At no point was any effort made to deceive her about the vehicles condition, the repairs, or any check engine lights.

  The last documented visit from Ms. ****** occurred in November 2024, and we have had no contact from her in the six months since. This complaint has seemingly come out of nowhere and is entirely unsupported by any recent communication or factual basis. Her request that we now repair everything promised the right way is especially confusing, as no promises were made beyond the scope of what we already went well beyond our legal or ethical obligation to do.

  We understand the frustration that can come with unexpected vehicle issues, especially when reliable transportation is critical to someone's daily life. Thats why we made every reasonable effort to assist Ms. ****** well beyond the terms of the sale. Unfortunately, there is nothing further we can offer at this point. We believe we acted in good faith throughout and are confident in the way this situation was handled.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Krieger Ford on March 26th to look at a car that I saw on the website. I went and saw the truck and I liked it but realized that there were some misrepresentations on the website about the truck. I was helped by a sales person named AC and because of his very unfriendly demeanor in my opinion I went to the sales manager ***** who was a nice guy. He stated that he would be the one working with me instead. I decided that I would buy it. I returned the next day on the 27th to look the car over again and make sure that I wanted to purchase it. I then received the Carfax on this car and it stated that it didnt have the heated seats. I was already dismayed because the website stated that it had heating and cooling seats and it had neither. I told ***** I would come back once they got the recalls and the extra key fob for the car fixed. When I told ***** I would not get the car until the recall was fixed he stated that well lets just do the paperwork and and the seat only needed a chip and it would be a easy fix. So I went on and did the paperwork against my better judgement. I didnt really drive it because in my opinion the car wasnt complete. I had to get the key and heated seats at **** *****. It took me a few days to get the car to the shop because my son had been hospitalized due to illness. Upon taking the car to **** ***** they called me and told me that when they put the chip in the seats they still didnt work and it needed some type of console. They offered me a rental car and said that they would have the car a week because they had to figure out why the seats werent warming. I have talked to ***** about returning the truck because I feel as if I wasnt told everything, there were some misrepresentations, and I should not have purchased a truck and its in the shop already. I also think its bad business practices to have cars on the lot for sale with a recall as great as this one. They told me that I cant return the truck I think this is wrong.

  

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to the concerns raised regarding the March 27 vehicle purchase at Krieger Ford.
  

  We regret that the customer feels dissatisfied with her experience, and we understand how frustrating delays or unexpected service needs can be. That said, we would like to clarify the facts of the situation and the steps our team took to support her throughout the process.

  First, the recall mentioned in the complaint was unrelated to the vehicles seat functionality. It was a manufacturer recall involving a child safety seat belt inspection. This recall was fully completed by a local *** dealership prior to delivery. The customer signed our standard Recall Disclosure Form confirming that no open recalls remained at the time of sale (Signed Recall Disclosure attached).

  The concerns regarding the heated seats are a separate issue. This vehicle was manufactured during the global chip shortage, and like many vehicles built during that period, certain featuresincluding heated seatswere removed at the factory due to unavailable parts. These features still appear in VIN-based listings and third-party websites because they are part of the original build specification, even if they were never installed. This was not an intentional misrepresentation, but rather a well-known industry-wide occurrence.

  To address this, ************** issued a Customer Satisfaction Program allowing eligible owners to have these features retrofitted at no cost. The ****** report provided at the time of sale clearly noted this program. The customer reviewed and signed that report before completing the purchase (Signed CarFax Report attached. Note: The report still showed the recall as open because it had likely not yet been processed by the repairing dealer at the time CarFax pulled the dataa common delay in third-party reporting

  We coordinated directly with **** ***** GMC, a dealership near the customers home, to have the heated seats installed under this free program. While that store unfortunately experienced delays and accidentally caused minor cosmetic damage to the vehicle during service, they have acknowledged the issue and agreed to repair it.

  Throughout this process, our sales manager ***** remained actively involved. He personally managed the sale, communicated frequently with the customer, and even provided his personal cell phone number to help ensure a smooth resolution. Despite difficult communication at times, ***** continued to assist until the customer acknowledged in writing that he had done everything he could.

  Summary:
  While we empathize with the frustration caused by third-party delays and personal circumstances, Krieger Ford acted in full transparency and good faith throughout this transaction. The customer received:
   - A vehicle free of recalls (verified and documented)
   - Accurate and timely disclosure of any known exceptions (chip-deleted heated seats)
   - Clear options to resolve those exceptions at no cost
   - Direct and continued support from our leadership team
   - All required and legally compliant documentation at time of sale

  We respectfully decline the refund request. While we cannot make commitments on behalf of another dealership, we understand that **** ***** GMC has agreed to address the cosmetic repair, and we encourage the customer to work directly with them to complete that process.
  Sincerely,
  ***** ******
  Vice President, Krieger Ford

  

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to the concerns raised regarding the March 27 vehicle purchase at Krieger Ford.
  
  We regret that the customer feels dissatisfied with her experience, and we understand how frustrating delays or unexpected service needs can be. That said, we would like to clarify the facts of the situation and the steps our team took to support her throughout the process.
  
  First, the recall mentioned in the complaint was unrelated to the vehicles seat functionality. It was a manufacturer recall involving a child safety seat belt inspection. This recall was fully completed by a local *** dealership prior to delivery. The customer signed our standard Recall Disclosure Form confirming that no open recalls remained at the time of sale (Signed Recall Disclosure attached).
  
  The concerns regarding the heated seats are a separate issue. This vehicle was manufactured during the global chip shortage, and like many vehicles built during that period, certain featuresincluding heated seatswere removed at the factory due to unavailable parts. These features still appear in VIN-based listings and third-party websites because they are part of the original build specification, even if they were never installed. This was not an intentional misrepresentation, but rather a well-known industry-wide occurrence.
  
  To address this, ************** issued a Customer Satisfaction Program allowing eligible owners to have these features retrofitted at no cost. The ****** report provided at the time of sale clearly noted this program. The customer reviewed and signed that report before completing the purchase (Signed CarFax Report attached. Note: The report still showed the recall as open because it had likely not yet been processed by the repairing dealer at the time CarFax pulled the dataa common delay in third-party reporting
  
  We coordinated directly with **** ***** GMC, a dealership near the customers home, to have the heated seats installed under this free program. While that store unfortunately experienced delays and accidentally caused minor cosmetic damage to the vehicle during service, they have acknowledged the issue and agreed to repair it.
  
  Throughout this process, our sales manager ***** remained actively involved. He personally managed the sale, communicated frequently with the customer, and even provided his personal cell phone number to help ensure a smooth resolution. Despite difficult communication at times, ***** continued to assist until the customer acknowledged in writing that he had done everything he could.
  
  Summary:
  While we empathize with the frustration caused by third-party delays and personal circumstances, Krieger Ford acted in full transparency and good faith throughout this transaction. The customer received:
   - A vehicle free of recalls (verified and documented)
   - Accurate and timely disclosure of any known exceptions (chip-deleted heated seats)
   - Clear options to resolve those exceptions at no cost
   - Direct and continued support from our leadership team
   - All required and legally compliant documentation at time of sale
  
  We respectfully decline the refund request. While we cannot make commitments on behalf of another dealership, we understand that **** ***** GMC has agreed to address the cosmetic repair, and we encourage the customer to work directly with them to complete that process.
  Sincerely,
  ***** ******
  Vice President, Krieger Ford

  Clarification.  The recall referenced was for a child safety ANCHOR inspection, not a child safety SEAT BELT inspection.  Regardless, the inspection was completed and there were no open recalls at the time of sale, as acknowledged in writing by the customer.

  Customer Answer

  Date: 04/18/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23181594
  
  I am rejecting this response because: I read their response and though some parts of it maybe true some are not. The bottom line is this. In my opinion I think that its pretty unprofessional to have cars for sale advertising that they have specific features in them and they do not. The car was advertised actually as having heated and cooling seats and in fact they had neither. The car did have a open recall in which they did fix, but ***** didnt even realize that the seats didnt operate until after he got the Carfax and I said that these things needed to be fixed before I would take it home. He reassured me that the heated seats were an easy fix and stated that all they had to do was put a chip in them. I was skeptical but said ok believing him thinking that he knew what he was talking about. Well that wasnt the case. The car in fact had more complex issues to fix regarding the heated seats. According to **** ***** the heated seats didnt work properly after inserting the chip because the switches in the seats had went bad. Im not exactly sure what that meant, but it was a more complex issue with the seats than just inserting a chip. The car was gone for repairs for five days and the seats are still not warm. I took the car back yesterday to have them check the temperature on the seats to see if theyre operating correctly and also to fix something that happened to the car cosmetically while in their care. I would not have purchased this car if I would have known the extent of the situation with these seats in which I was not informed. I also would not have purchased this car if in fact these seats are deemed as normal with the temperature that theyre performing at now. In other words I would have said the seats werent operating up to my standards and I wouldnt have purchased it. This is not the experience that I would have wanted when purchasing a new vehicle, and even though ***** was very nice and very helpful I still feel that the dealerships false advertising for the car, lack of transparency or knowledge surrounding the complexity of the issue played a great deal in me purchasing something that if Id known all the details I would not have. In fact if the advertising of the car wouldnt have misrepresented the cars features initially I wouldnt have even came to their establishment. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the end of April, my car began experiencing problems relating to a faulty Transmission Control Module (TCM). May of 2023 I received a letter in the mail stating my vehicle was covered under an extended warranty through a customer satisfaction program. A warranty brought about from a class action lawsuit.
  When my car began to experience TCM related problems, I called Krieger Ford and set up an appointment for the first week of May (2024) in hopes of getting my TCM replaced, free of charge. When dropping my vehicle off, the guy who helped me was trying to convince me it was my entire clutch system, previously replaced under a different warranty in 2019, before any sort of diagnostic. When picking up my car a week later, they quoted me $3,700 to replace my entire clutch system, which is worth more than my vehicle. I was charged $195, a supposed to be free, diagnostic fee. They told me my actuator forks were “mechanically broken”
  My car goes in and out of working perfectly normal, suggesting the problem is not mechanical, rather technical. They were angry and defensive with me when suggesting their diagnostic was wrong.
  When I left, I went to another, not ford related, car shop specializing in transmission repairs. I didn’t go into much detail about what was wrong with my car, just mentioned shifting was weird and needed help figure out the cause. Never once mentioned a TCM, actuator, or clutch system. They IMMEDIATELY informed me it was my TCM. I went ahead and ordered an actuator from Ford and replaced it just to make sure Ford wasn’t trying to get out of the warranty. The new actuator never fixed the problem.
  Now, I’ve spent over $1,000 on rental cars the last several weeks in hopes that Ford will honor the extended warranty with no luck.
  
  I really just want my car repaired and the warranty honored, Ford Customer Service was no help either. If I would be able to get reimbursed for the rental cars, that would be a plus, but not crucially needed.

  

  Business Response

  Date: 06/04/2024

  This letter addresses the complaint filed by Ms. ****** ****** concerning a $195 diagnostic fee for her vehicle serviced in May 2024.
  

  Regarding the Diagnostic Fee:
  Our records clearly show that authorization was obtained for the diagnostics before we proceeded. This authorization process is standard practice to ensure transparency regarding service costs.  Given the complexity of diagnosing transmission issues, the $195 fee is within our standard range for such services.
  

  Customer Dissatisfaction:
  We acknowledge Ms. ******** dissatisfaction with the diagnosis and the overall experience. However, due to the disagreement regarding the service performed and authorized fee, we believe it's best for both parties to move forward separately.
  

  BBB Resolution:
  As a gesture of goodwill towards resolving this matter with the BBB, we are happy to offer Ms. ****** a full refund of the $195 diagnostic fee. Upon Ms. ******** acceptance of this resolution, a refund will be processed to her payment method on file within 10 business days. She will receive a confirmation notification upon completion.

  
  We appreciate the opportunity to address this complaint and hope this demonstrates our commitment to fair and transparent service practices.
  

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

  

  Business Response

  Date: 06/18/2024

  We appreciate the opportunity to address Ms. ******** complaint regarding her recent service experience at Krieger Ford.
  
  Diagnostic Accuracy:
  Our technicians are Master Certified and have many years of expertise in diagnosing and repairing Ford vehicles. They adhere to rigorous diagnostic procedures to ensure accurate assessments. In Ms. ******** case, our diagnosis was thorough and professional. Mechanical damage was observed and is entirely consistent with the driving behavior experienced by Ms. ******. This type of issue is not uncommon; we encounter it regularly. We stand by our initial findings. While Ms. ****** sought a second opinion, we are confident that our diagnosis was correct and conducted with the highest level of expertise.
  
  Customer Experience:
  We regret that Ms. ****** feels her concerns were not adequately addressed. We strive to provide exceptional service to all customers and take such feedback seriously. However, we must also acknowledge that differing opinions on diagnoses can occur in the automotive repair industry.
  
  Resolution Proposal:
  Our initial offer still stands: as a gesture of goodwill towards resolving this matter, we are happy to offer Ms. ****** a full refund of the $195 diagnostic fee. This refund is contingent upon her acceptance of this resolution as a final settlement of her complaint. Upon Ms. ******** acceptance, the refund will be processed to her payment method on file within 10 business days, and she will receive a confirmation notification upon completion.
  
  Future Business:
  Given the breakdown in trust and satisfaction, we believe it is in the best interest of both parties to discontinue our business relationship with Ms. ******. We are committed to maintaining the highest standards of service for our customers and hope Ms. ****** finds a service provider that better meets her expectations.
  
  We trust this resolution is satisfactory and demonstrates our commitment to addressing customer complaints, even when the outcome may not be mutually agreeable.

  Customer Answer

  Date: 06/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I unwillingly accept the business's response to resolve this complaint. They remained professional with their responses so we can agree to disagree. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently took my older **** **** **** Box Van with a 7.3L IDI diesel motor in for an emergency situation during below freezing weather from another diesel hating mechanic’s shop. I mistakenly choose to use a **** Dealership thinking they would know how to work on this type of diesel even though the labor rate of $175/hr is ridiculously high IMO. I knew there was only an hour of work to do by removing the manual fuel then installing a block out plate. The only other thing to do was fix my error of using 3/8” rubber fuel line rather than 5/16”. The original service employee claimed I would need special parts fabricated so it might be 1 to 2 months. He was in a hurry to leave and had me sign a piece of paper because he didn’t want to do the paperwork which I did eventually. I talked to **** (good guy) in service later and he said it would be a week or 2 actually. **** (a nightmare) from service called claiming that the technician claimed it would take 3 hours to do it. I told him that was ridiculous because I took less time replacing the manual fuel and then installing an electric one on it already myself. I called him back and feeling stuck ($200 tow) I reluctantly agreed unwisely. By pure chance, I had to have the same exact $175/hr technician take out the loop he put in the hose (pic attached) when he fixed it without him or myself realizing it probably had air in that loop. I had to return the box van because they did not bother to change one of the two pieces of hose and it had air in the system. It still ran poorly once at highway speed on the way home so I ended up correctly bleeding the injectors again to get it to run normal finally. Here is the Fraudulent Part, I asked that same technician how long it took him and he said “just about 2 hours” which was slower than me but still an hour faster than what they charged me! **** was very combative and I never reached the owner to ask him to refund my $175 for the extra hour fraudulently charged.

  

  Business Response

  Date: 04/02/2024

  With regard to Mr. ****** complaint, there might have been a misunderstanding regarding the difference between clock time and flat-rate time for automotive repairs. We acknowledge that such distinctions can sometimes be perplexing, and we would like to take this opportunity to provide clarity on the matter.
  
  Flat-rate time, also known as labor time, is an industry-standard methodology employed to estimate the time required to complete a specific repair or maintenance task on a vehicle. This metric is established by the manufacturer and is grounded in historical data and research, taking into consideration various factors such as the complexity of the repair, the requisite skill level, and the necessary tools.
  
  Conversely, clock time denotes the actual duration our skilled technicians spend executing the repair. Our team operates with exceptional efficiency and frequently completes tasks in less time than the flat-rate time allocated, owing to their expertise and unwavering dedication.
  
  In your case, the flat-rate time designated for the diagnosed repair on Mr. ****** **** **** **** Box Van was determined by **** to be three hours. Fortunately, we had all the necessary parts readily available, and our highly skilled technicians managed to finalize the job in two hours. This expedited completion does not signify hasty workmanship but rather underscores the proficiency and effectiveness of our team.
  
  It's worth noting that had the repair exceeded the allotted three hours, there would have been no additional charges incurred. The cost of the repair remains consistent irrespective of the actual clock time expended by the technician. Such scenarios are not uncommon, especially during the training period of apprentices who may require additional time to refine their skills.
  
  Our door rate of $175 stands as a testament to our commitment to providing quality service at competitive rates within the industry. This fee encompasses not only the compensation for our skilled technicians but also remunerates our proficient advisors and various support staff. Furthermore, it contributes towards the upkeep of our cutting-edge equipment, continual training initiatives for our technicians, and the creation of a welcoming and customer-centric environment.
  
  We trust that this explanation sheds light on the intricacies of automotive repair ****ing and reaffirms our dedication to delivering exceptional service while maintaining transparency and integrity in all our dealings. Should you have any further inquiries or require clarification, please do not hesitate to reach out to us.

  Customer Answer

  Date: 04/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21518991
  
  
  
  I am rejecting this response because: 
  
  First off, **** In Service told that they DO NOT USE FLAT RATES to determine the amount of time to charge a Customer when I asked what the Flat Rate was for R&R of a Manual Fuel Pump. The other problem is that the Mechanic bent to input tubing from the tank and put my electric pump higher than the input tube without a small downwards loop as it was stock. He caused the loop to return when he jammed the electric pump up so high. This allows fuel to leak back into the fuel tank overnight or over the days between using it. I will now have to bend the aluminum tubing back down and correct the location of the electric pump. I can then get rid of the loop up top. I will of course have to bleed the injectors for a second time since they repaired it for a second time. They really don’t deserve much more than the price of the rubber hose and for pulling off the manual pump and installing a block out plate since I have to redo the rest of their work. See the attached pictures showing both errors made by their $175/hr mechanic!!! I will email my photos because I can’t get them to load here.

  
  Regards,
  
  
  
  ******* ****

  The metal tubing was coming straight out forwards before I took it there and after the first failed repair but came back like this after the second repair was done. The electric fuel pump is crammed up above too high considering that metal line needs to come out straight and a small loop must stick down below the hard metal line so it creates a trap to hold the fuel in it. Without the downwards loop, diesel fuel will leak back into the fuel tank over time being replaced by air. That is why the system continues to get air into it requiring the injectors to be bled for a second time by me since the box van’s return after their second failed attempt to repair it.
  
  
  I am sending these as I could not get them to upload on my resolution refusal form. Turns out I needed to reboot my phone after an automatic Google Update which your Customer Support Woman Vicky I believe it was told me about. Thank her for me if possible!!
  
  
  Thanks,
  ******* D ****
  Motocross is the only Real Sport, Everything else is just a Game!

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my Kia Soul Ev for body work after an accident. During the repairs an electric connection was disconnected but not reconnected. This oversight cost me $300 to discover the problem.

  

  Business Response

  Date: 04/02/2024

  Regrettably, we find ourselves unable to furnish a comprehensive response to Ms. ******* complaint due to insufficient information. Firstly, it is imperative to note that the repair in question dates back over nine months. Given this considerable timeframe, any issues experienced recently are highly improbable to be attributable to work carried out almost a year ago.
  
  Furthermore, Ms. ******* complaint lacks specificity regarding the particular electrical connection that was allegedly disconnected. Without this crucial detail, it remains challenging for us to ascertain whether such an action would have been pertinent to the repairs initially conducted.
  
  Lastly, Ms. ***** has not provided substantiation regarding any additional repairs undertaken either with our establishment or elsewhere to rectify the purported issue, nor has she furnished evidence of the purported $300 expenditure, whether with us or elsewhere, in an attempt to resolve the matter. The documentation provided solely pertains to the original body work conducted at our premises, with no accompanying records of any subsequent repair endeavors.
  
  In light of these aforementioned gaps in information, our ability to formulate a comprehensive response to Ms. ******* complaint is regrettably impeded. We remain committed to resolving any legitimate concerns or grievances, provided that sufficient details and evidence are furnished to facilitate a thorough investigation. Should Ms. ***** wish to provide further clarification or documentation, we stand ready to reconsider her case with utmost diligence and attention.

• Initial Complaint

  Date:04/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rude
  Unprofessional
  Doesn’t follow up vehicles are sent to the body shop for estimated repairs
  Delays process and provides inaccurate information

  

  Business Response

  Date: 06/09/2023

  Business states they have no record of any customer by this name.  Please submit supporting documents, such as any paperwork you received from your transaction, so that the business can assist you with any issues you are having.

• Initial Complaint

  Date:03/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called them Friday February 24th at 4:52 PM and talked to the service department and asked about any remaining warranty on a car I was going to buy and they assured me that the transmission was under warranty, didn't specify a part but just says the transmission was under warranty still after I have them the VIN number and everything. So knowing that I went through with buying the car, I brought it to them because the transmission wasn't shifting and they now day that only the transmission control module was under warranty and that's not the problem my car had so they are trying to charge me more than I paid for my car which was $2,991. If this info had correctly been told to me I wouldn't have purchased the vehicle. I feel like they gave me false information in order to get me to get a car that I have to pay them to repair. I don't have the documents that show I paid for the vehicle with me at the moment but I can upload later.

  Customer Answer

  Date: 03/13/2023

  This was purchased from Morse road auto sales but I called Ford before I bought it and they gave the false information that the whole transmission was under extended warranty.

  

  Business Response

  Date: 03/20/2023

  First, this appears to be a complaint about the quality of a vehicle purchased from another dealer.  Any and all issues with the advertised condition of this vehicle should be directed toward that dealer.  Krieger Ford had nothing to do with that purchase.

  Second, common sense should tell anyone that a 10+ year old 120,000+ mile vehicle is no longer under manufacturer warranty.  In fact, Ford warranty only extends to 6 years 60,000 miles.  This was relayed to Mr. ****** when he called.  

  Finally, we did confirm with Mr. ****** that this vehicle is eligible for a Ford program which will replace a faulty transmission control module.  This program (program 14M02) is a very specific program intended to only replace a very specific part if and when it goes bad (the transmission control module).  We tested the transmission control module on Mr. ******'s vehicle and found it to be operating correctly.  We explained to Mr. ****** that his transmission issues do not involve the control module and therefore, program 14M02 would not apply.  Fortunately, we were able to find the actual issues with Mr. ******'s transmission and diagnosed the vehicle as requiring a replacement of clutch, seals, actuator forks and actuator motors.  We provided a fair estimate to which Mr. ****** declined.

  We are happy to repair Mr. ******'s vehicle in accordance to the estimate we provided, but we will not be making concessions of any sort.