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:03/17/2025

  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.

  October 29th, 2024, our 2016 **** Explorer was dropped off at James Hodge **** in Muskogee OK for cam phasers replaced. December 17th we were informed extended warranty would cover it but we now needed the motor replaced. Supposedly warranty had already approved. Middle of February a defective motor was installed. Currently we are told "they" are waiting on insurance adjuster. I have Stage 4 cancer and due to my car not being fixed for now going on 5 months, I've had to borrow transportation to get my chemo and for appointments at *******************. Borrowing a car to drive from ******** OK to *******, ** is not always easy. We just want the repairs done and our car back. The extended warranty is with *** Companies in ****** TX. James Hodge will not help us nor **** **** *********

  Business Response

  Date: 03/18/2025

  The Service Advisor has been in touch with Mrs. ******* husband on a regular basis. The issue has been with their extended warranty company. We waited a long time for approval of the repair, and they finally sent us an engine. The issue is now that the vehicle is misfiring and the warranty company has not been cooperative again. We are trying to get a new engine form the warranty company. 

  We are doing our best to repair Mrs. ******* vehicle.  At this point we are at a standstill waiting on her extended warranty company.

• Initial Complaint

  Date:09/09/2024

  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.

  on 06/17/2024 I had my car towed to this facility. It had a check engine light on with a U016F code which is an auxiliary water pump circuit code. They claimed the water pump itself was bad and replaced it. I paid them ******* and took the car home .After 1 day the light came on again with the same code. I was a certified ase master mechanic and have my own scanner to check. I am 65 and just went through cancer treatment and have end stage copd so i cannot repair my cars anymore and am at the mercy of sometimes unscrupulous repair facilities. When the light came back on I returned the car and also asked for the old water pump back. Upon testing it, which i could now having it off the car, it tested good. They kept the car another 2 weeks and said there was a wiring problem. When they said it was ready i picked it up and with a day the light was back on. They took it back in and took another few weeks to say it was fixed again. I have had the car bac a week now and the light appears to be staying off. Time will tell. The problem is during this process i discovered my extended was still good when i talked to the dealer i purchased the vehicle from and was told they should cover the repair. I gave the dealer the warranty company information over a month ago and they will not call them. The service writer i talked to (*****) accused me of doing some shady. All i could think of was wow. You charged for a part I didn't need and call me shady. All i need is for them to contact the warranty company or refund my money if they no they are in the wrong.

  Business Response

  Date: 09/09/2024

  Please see attachment.

   

  Thank you  

  Business Response

  Date: 09/10/2024

  Tell us why here...On 07/03/24 **** ********* came in with a check engine light concern to be diagnosed on his 2016 **** Fusion vin ***************** with ***** miles.
  Technician found light on for primary water pump failure U019F performed pinpoint test D6 and followed workshop manual and installed water pump. After repair check engine light was off and vehicle was picked up.
  This repair was recorded on repair order # ******.
  During the visit, at one point the customer informed the service advisor that the vehicle had been submerged in water, and afterwards the check engine light has been on.
  About 2-3 weeks after vehicle was paid for and picked up, Mr. ********* remembered that he had an extended warranty that may cover the repair through *** warranty. After the repair is completed and the ** closed, we are unable to submit a claim to his warranty. He would need to seek reimbursement from his warranty company, and he has tried, and they denied it.  I (*******) also called CNA warranty at ************ seeking reimbursement on Mr. *********** behalf and was told by the adjuster that he had already told Mr. ********* 4 times they would not be covering or reimbursing him for this repair. 

  Customer Answer

  Date: 09/13/2024

  First of all, the vehicle was not submerged (or used for scuba diving) . There was a heavy rain and there was areas of the highway with standing water maybe 6-10 inches deep. Now ask the business did the water pump they charged me for fix the problem and was it actually bad. I have the old pump and know the answer (I was an ASE master mechanic and a Nissan master mechanic so I can test and tell if things are bad). The car was put back in the shop to fix the problem i cam in for originally and at that time i gave them the information for the extended warranty. They never opened another ticket to repair the car the second time because they know they had been wrong (replacing a part i didn't need) and were trying to cover up the whole thing.

  Customer Answer

  Date: 09/13/2024

  I am rejecting this response because:  Sent message to you 

  Customer Answer

  Date: 09/13/2024

  First of all, the vehicle was not submerged (or used for scuba diving) . There was a heavy rain and there was areas of the highway with standing water maybe 6-10 inches deep. Now ask the business did the water pump they charged me for fix the problem and was it actually bad. I have the old pump and know the answer (I was an ASE master mechanic and a Nissan master mechanic so I can test and tell if things are bad). The car was put back in the shop to fix the problem i cam in for originally and at that time i gave them the information for the extended warranty. They never opened another ticket to repair the car the second time because they know they had been wrong (replacing a part i didn't need) and were trying to cover up the whole thing.

  Business Response

  Date: 09/18/2024

  Please see attached procedures that we followed per **** guidelines and dialogue with **** engineers guidance with diagnosing the concern. The code that was present specifically states to replace the water pump (intermittent failure in the module part of the water pump)
  We replaced that and cleared the check engine light. Customer paid for the repair then brought the vehicle back the following week for the check engine light being on. A 2nd repair order written up and at that time the customer gave us the extended warranty information and asked that we call them and let them know it was in the shop so he could be reimbursed for the repairs previously completed. The technician that completed the initial repair is also a SENIOR master technician with Ford/Lincoln and he was assisted by **** engineers on the repair. 
  

  Business Response

  Date: 09/18/2024

  Business

  Most Recent Message

  Date Sent: 9/18/2024 9:57:36 AM
  Please see attached procedures that we followed per **** guidelines and dialogue with **** engineers guidance with diagnosing the concern. The code that was present specifically states to replace the water pump (intermittent failure in the module part of the water pump)
  We replaced that and cleared the check engine light. Customer paid for the repair then brought the vehicle back the following week for the check engine light being on. A 2nd repair order written up and at that time the customer gave us the extended warranty information and asked that we call them and let them know it was in the shop so he could be reimbursed for the repairs previously completed. The technician that completed the initial repair is also a SENIOR master technician with ****/Lincoln and he was assisted by **** engineers on the repair. 

  Customer Answer

  Date: 09/26/2024

  I am rejecting this response because:   I love their convenient flow chart with all the correct boxes checked to lead to the water pump. First what where your concerns in step D1 after clearing the codes, and again at step at step D3. The problem here is that they cleared the codes and they were gone after i picked up the car, so if they cleared the codes like the step said they wouldn't have showed up period. Let them answer these questions also. Was the water pump bad, a yes or no is the correct answer. Also they claim to have opened a new ticket when i returned the car with the same problem. If that is the case this is when I gave them the extended warranty information and they could have called them and said they had to diagnose the vehicle but instead they said they replaced the water pump which was on the old ticket and wouldn't be covered because it didn't fix the problem according to the warranty company.