ComplaintsforJohn Hinderer Ford

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This was the worst experience ever!! I give them a -1! First the contract person Aspen when she came to get us to sign the paperwork she didn’t;T even acknowledge that I was there she only talked to my husband. After all the signing was completed we go to get the keys and they tell us that one of the key fobs was broken and they ordered another one should be received in a couple of weeks and gave us an IOU paper for the key fob, so after 60 days myself and my husband both started calling and emailing the dealership we got the run around they would keep transferring us to all different departments over and over and our emails went unanswered, finally someone transferred us to the dealerships manager that was suppose to let us know what was going on.. Well we are still waiting on his call and it’s been another 30 days, no one from the dealership has contacted us to this day. Once you take the car off the lot they don’t care about the promises they make when they said they were going get something to you!!!

  

  Business response

  02/14/2024

  Good afternoon, 

   

  Thank you for sharing the feedback.  Our client purchased a pre-owned vehicle that we were waiting on the original owner to send us the second key.  The key was lost by UPS in transit to the dealership and still to this day has not been recovered by UPS.  With that said, the vehicle is ******** *******, which is rare, and timeliness of the key has been a struggle to procure.  Regardless, we have coordinated with the client to program and set up a second key on 19FEB24.  Please let me know if anything further is needed in this matter.

   

  **** ********
  Vice President of Operations
  O: ************
  **** ****** ***** ****** ** ***** ************************

  Customer response

  02/23/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  ###-###-####

  **********, ******** 21283875

  John Hinderer Ford

  Feb 23, 2024 12:15 PM

  
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the morning of August 31, 2023 I got in my 2014 Ford Focus to go to work, and it would not go into drive or reverse. I called AAA to tow it to Affordable Mufflers and Auto Repair where they hooked my car up to a diagnostics machine where it diagnosed that my car needed to have the TCM replaced. I called John Hinder Ford, bc I was told my car was under a National Recall for this issue, and I was told my car wasn't. Affordable Muffler could not do this replacement, so my car was towed to C&J Auto Sales and Service. They were able to purchase a TCM for my car from John Hinder Ford and the work was completed on September 26, 2023. The owner of C&J called John Hinder Ford after he had made the repair to see what he would be told and with with same VIN number, he was told my car was under the National Recall to bring it in and it would be fixed. I proceeded to call Ford Motor Company to see what I needed to do to get reimbursed, I sent all documents they requested and took them to the main post office and mailed it on October 12, 2023 at 6:30am. I received a letter from Ford Motor Company dated November 16, 2023 that I had to go through the Ford Dealer. I had taken the same paperwork that I sent to Ford Motor Company to John Hinder Ford, gave it to ****** ********, the General Sales Manager, on Wednesday, November 22, 2023. He told me he would give the paperwork to **** *******, Parts and Service Director. I contacted **** on December 6, 2023 to see where things were at, he told me he would check with ***** and get back with me later that day. He did not contact me. I called back December 8, left a message for Kurt, I didn't get a call back. I called again on December 12, 2023 at 8:20 am left another message and didn't get a call back. I went to John Hinder Ford so I could talk to him face to face and he told me he wouldn't cut me a check until Ford Motor Company would pay them back, I can't find out who gives the ok to let JHF cut me a check?

  

  Business response

  12/14/2023

  Good afternoon, 

  As an organization we make every attempt to promptly assist clients.  In this instance, with the repairs were performed at an outside facility so additional documentation was required to obtain the refund on behalf of Ms. ********.  Please see attached documentation from C&J Auto Sales and Service for the refund amount of $924.78 based on the repair they completed.  The initial diagnosis from Affordable Mufflers & Auto Repair of $350.00 was not reimbursable from Ford based on their criteria and a part nor repair was completed at this facility.  Also attached, please see the detail from JH Ford warranty statement dated 14DEC23 of the credit being applied for $924.78.  Our warranty administrator went right to work after the information from Ms. ******** was dropped off and received by our team on 22NOV23.  As noted by the documentation the credit was applied 14DEC23 as the manufacturer only sends this statement once per month.  The paperwork from Ms. ******** very helpful and a check from JH Ford will be sent to Ms. ******** in the amount of $924.78, the authorized amount from Ford.  Please let me know if there any further questions or assistance we can lend in the matter as a conduit between Ford Motor Company and Ms. ********.

  Respectfully,

   

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

  Vice President of Operations

  John Hinderer Ford

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

  ###-###-####

   

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DISCLAIMER: The business is John Hinderer Ford, NOT Beford Ford! My vehicle went into the service shop on 03/03/23 for a warranty-covered engine replacement. One day around the week of 03/13/23-03/20/23 I contacted the shop to get a status update, and was told a few small parts were still coming in. A month goes by and I hear nothing from the shop about my vehicle. I get in contact with Ford about this between 04/19/23-04/21/23 and a case manager gets back with me same day and says the shop will begin work on 04/24/23. Two weeks go by from the date they said it would be serviced and I was informed, on 05/08/23, “work is around 50% completed and should be done by the end of the week.” As of 05/15/23, the shop informed me they had “no idea” when the car was going to be completed. Throughout this time I have paid my loan payment to Ford just to constantly be misled in the direction my vehicle repairs are going. The case manager was also supposed to be in contact daily but I’ve only received 2 phone calls from her and those both happened in the same day. I really do not know where to go from here and I have been super patient with the business throughout the whole process.

  

  Business response

  05/22/2023

  Good Morning, 

  The engine/turbo replacement was completed and delivered back to Mr. ******** on 16MAY23.  He was unable to come and pickup his car and we returned it to him at the conclusion of his repair.  Unfortunately this type of repair requires an exhaustive sourcing of many parts in addition to the engine and turbo replacement.  We worked with Ford in concert to repair the vehicle and get back in his hands.  With a failure on a vehicle of this magnitude, testing and driving is required once the engine and turbo have been replaced to insure a properly completed repair and to quality inspect all the parts reassembly.  Ford would be the outlet to reach out to as far as any payment reimbursement.  Please let us know if we can be of further assistance in the matter.

  **** ********
  Vice President of Operations
  O: ###-###-####
  **** ****** ***** ****** ** ***** HINDERERMOTORCOMPANY.COM

   

  Customer response

  05/22/2023

  I accept the business's response to resolve this complaint but will like to make it known that even though parts were apparently “outsourced” or whatever he claimed, I was still given the run around and they came up with a 
  blatant lie about the progress my in which my vehicle was at. I understand you do not have control over finances but you did have control over telling me there was an indefinite amount of time for the repair instead of “waiting on a few bolts” or “it’s 50% done mid-week, so we should have it done by the end of the week.” I was mislead a lot and it also seems like me not being okay with the length of time also made the business hold out on the job. 3 months for a 2020 to get an engine upgrade? That’s a little far fetched but I’ll accept because the business completed the job the day after I sent in my complaint, also a little fishy.

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

*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. ↩