ComplaintsforKrieger Ford, Inc.

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  

  Business response

  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

  03/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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 response

  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

  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.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2015 Ford Focus to the service department on dec 28 2021 for a cylinder head overheat condition. I had put a brand new engine in car that came from ford with a 3 year unlimited mile warranty. The car is still there as of February 3 2022. Way over 30!days. When I called them along time ago I was asked by the service writer how much money I wanted to “throw “ at it because they didn’t know what’s wrong . I said but I’m paying you a diagnostic fee of 190 and car has a new engine and every related cooling system component. He got frustrated and said they are checking more things . So a week later I called and he tells me the guy is still checking . So a week goes by and I call again and he says the guy is still checking and it could be a day, a week, or a month or longer before they know. Service manager won’t return messages anymore and I don’t want to talk to service writer anymore as he knows less than I do. Horrible customer communication. I already spent 2500 $ on engine and he asks how much to throw at it. If it’s covered under warranty why don’t they put another engine in. Bad thing is I bought another car for my son to drive because of how long they have had it . So every Friday I call and they say the same thing, “ the guy is still checking “. Please help. I have never in my life experienced a problem like this at a car dealership for service. If they can never tell me what’s wrong shouldn’t they have to get ford directly involved to get this fixed for me.

  

  Business response

  02/15/2022

  This issue has been resolved.  We apologize to *** ****** for the delay in diagnosis, however it was an extremely difficult case.  *** ****** had installed numerous aftermarket parts which complicated the diagnosis of the problem significantly.  Fortunately, the problem was identified and resolved.  Additionally, the issue was under warranty and *** ****** did not have to pay out of pocket.  *** ****** has his vehicle and the repair has been closed out in our system.   

*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. ↩