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ComplaintsforKendall Ford of Eugene
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Complaint Details
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Initial Complaint
07/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a certified pre-owned Explorer 6.18.2021 with a platinum extended warranty. Long story short. My vehicle had been at the dealership for a total roughly 22 months for electrical issues. It first went in around Nov. 2021, then went back in March of 2022 and many more dates.Then had a wobble in my front end, got told my tires are feathered. Wobble kept getting worse. Finally April 19th 2024, get a call saying the know what needs to be fixed. Strut mounts failing, control arms failing, inner tie rods failing, rack and pinion failing, intermediate shaft is failing and my brakes are shifting forwards when I come to a stop. But my tires were only feathered they said. My wife and I put ***** miles on the vehicle with all that failing with my wife and daughters in the car. Putting my family and other families in a dangerous situation if one of those parts had failed, luckily nothing happened.Talked to the ** about it, i told him i no longer wanted the vehicle after i just found out what was failing on my vehicle. His response was nothing happened and insurance companies do not go off of what if. I'm thinking to myself, that's besides the point. Got my vehicle back 3 weeks ago to find out the strut, shock and coil assembly they replaced on my vehicle are only $78 online and not **** OEM but paperwork says they are $190. The front right strut and bearings have failed and need replaced now. To top it off, an employee put ***** extra miles on my vehicle because my vehicle was checked in at ****** I got it back with ******. and the ** says they did nothing wrong. Yes, they provided me a vehicle while my vehicle was in the shop. Police report was made for the unauthorized use of my vehicle. Officer said the ** wants to make things right and would call. No phone call yet, just told officers what they wanted to hear so they would leave. So much for that mission statement on their website doing the right thing means more than selling or servicing vehicles".Business response
07/22/2024
On or about 7/15/2024 the General Manager was able to meet with the Customer and discuss his concerns. The Customer is satisfied with the resolution reached. It is Kendall's understanding that there are no outstanding issues regarding the complaint.Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car had a recall on the transmission years ago, 2018 I believe. It was supposedly fixed by **** and now the transmission is slipping badly and they are trying to tell me that it is not the same issue and that it will be $1700 to fix the problem. My car has just under ****** miles on it. The transmission should not be failing at this point!Business response
06/19/2024
Customer brought her vehicle in to ******************** for a transmission concern where she stated her belief that it would be covered under an extended warranty. However, the extended warranty is very specific about a DTC code that must be stored in the transmission control module in order for the repair to be covered. We have attached ****** Diagnostic Procedure sheet for this repair for reference. Kendall performed the diagnostic in accordance with the **** specifications and there were no DTCs present. Kendall did not charge Customer for the diagnostic. But based on the inspection performed, and the complained of issues, Kendall did recommend that the clutch be removed and replaced to resolve the complained of issues.
Initial Complaint
08/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is for the Kendall Ford location in ****, ******. Kendall recently bought *********************************************, so maybe that's why it doesn't come up in your search? Anyways, I bought a 2017 **** F150 truck from this dealership on October 4th, 2021. I also purchased the *************** Contract ********** ************* 72 mo, ******* mi) to extend the coverage beyond the manufacturer 5 yr limit. Through Spring the truck developed hesitation during acceleration which progressed to hesitation at all speeds and a dangerous, sudden violent shaking sometimes when accelerating from a stop. I called Kendall Ford of **** on June 6, 2022 and the soonest they could schedule a service appt was Sept. 6th! After almost getting T-boned pulling out onto the highway due to the shaking problem, I dropped the truck off on August 10th and they started diagnostics a day or two later. At first they tried to tell me there was nothing wrong with it and it would be fine. Then they agreed there was a problem likely in the transmission. They say they won't get to the transmission until late September! They say any loaner vehicles are unavailable until October. So, I'll have to cancel our vacation since we don't have a truck to tow our RV.Business response
09/08/2022
*****-
First off I apologize that we have not yet met your expectations. Our goal is to meet those each and every time the opportunity presents. However sometimes there are circumstances that require a little extra patience. We have worked hard to handle a few of your concerns. The biggest one that remains is completion of your Transmission tear down to Allstates request. We are working diligently to complete as soon as possible with all things considered. Due to the inventory issues that everyone has experienced and heard of, we have taken a hit to our Loaner options. Especially if that requires towing your personal equipment. I would love to find an option for you. Please call me direct @ ************ to discuss these parameters you require. We are not here to tell you what we can't do, but rather what we can.
Thank you
***********************
General Manager
Kendall Ford of ****
************ direct
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.