ComplaintsforL.B. Smith Ford, Inc

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1/26/2023 L.B. Smith replaced left rear wheel bearing at cost of $637.30. Their employee did not properly tighten the lug nuts and within 400 miles of the repair, on I-81 on 2/12/23 three lug nuts popped off. We were able to make it off the highway and had the car towed to ANOTHER FORD DEALERSHIP who confirmed that the left rear wheel bearing would have to be replaced again due to, and I'm quoting from receipt: "FOUND THAT LEFT REAR WHEEL HAD 3 BROKEN STUDS AND 3 MISSING LUG NUTS, WHEEL WAS LOOSE AND ABOUT TO FALL OFF". We literally could have died that night in traffic. This is not my first bad interaction with L.B.Smith, I want other customers to be warned that they are do not provide the type of customer service that they did in years past and they need to proceed with caution. They even sold me 4 tires once and when I picked up the car, not one new tire was on vehicle. This is not just a simple error, our lives were put at risk and I should not have to inspect every bolt on a vehicle when I pick it up from a Ford authorized dealership. Their customer safety should be their number one priority. Also, since this incident I have received two L.B. Smith mailings. I told their employee a month ago to remove me from their mailing list. I never want to hear from L.B. Smith again. If there is any question why I haven't moved quicker on this topic, I was diagnosed with cancer 1/13 and started chemo 4 weeks ago.

  Business response

  03/14/2023

  This is the first we heard of this incident from ****************************  We were provided no information or receipts from her or any other repair facility to properly determine what the issue was.  We contacted *************************** in an attempt to get this information but she adamantly refused to provide us with any details.  She is convinced that we did something deliberate because of her gender.  Without ascertaining any facts regarding her complaint, we are unable to address it appropriately. 

  Customer response

  03/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  **** from LB Smith called me first thing this morning, clearly against my wishes as I requested the company not to on the BBB form. 

  He did not look at the BBB complaint for information, he did not look at the photos of the documents I attached.

  He did not take a minute to look at LB Smith records.

  He immediately started to gaslight me about the error that they made, did it even happen.

  When I clarified that I had provided documentation of another Ford authorized dealership identifying the problem, he stopped.

  He showed no concern for my safety in the road hazard that was caused by his employee's neglect, only to say 'it wasn't done intentionally' as a response to my experience.

  His gaslighting, his talking down about my concerns for my safety, were all red flags for a misogynistic attitude portrayed to a female customer.

  He stated that he would 'help me by refunding money' if i would 'help him by taking down the complaint' to which I refused, I have more concern for other customer's safety of at the hands of this company than $600, even though I am legally entitled to that and more, i didn't even ask for the additional towing and travel expenses.

  I am attaching full copies from both dealerships.

  Regards,

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

  Business response

  03/14/2023

  We were not provided with the supporting documentation originally. After receiving it, it clearly shows that the work that was performed by the other dealership was in the same area that we had worked on 400 miles previously.   We accept responsibility and apologize for the inconvenience, frustration and potential dangerous situation this caused.  We will be refunding the the customer in full for the work we performed on Jan 25, 2023 to her vehicle.   

  Customer response

  03/14/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

*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. ↩