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ComplaintsforHoffpauir, Inc.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/10/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Approximately the 3rd week of February I brought my **** F250 truck into Hoffpauir Ford service for a check engine light and loss of power warning on the dashboard. The truck had been in twice previously to Hoffpauir for the same issue, which they told me would be fixed by replacing the high pressure fuel pump which was under warranty. On 3/8/23, after picking it up the third time, while pulling a trailer the truck popped under the hood, the check engine light and reduced power light came back on and diesel was spewing all over the engine. I called Hoffpauir and they said I needed to bring it back in but I could not drive it that far and was close to ****** so I drove it to Covert ************* found that the high pressure fuel pump had been installed improperly along with some sensors, and the nuts and bolts were actually laying on top of the engine. I had to have the truck towed back to Hoffpauir at my expense, after spending $474.99 to have the problem diagnosed. The issues were repaired, but when we picked it up on 3/25/23 and asked for the invoice/service detail we were told the paperwork was not ready and that it would be emailed to us. We called a week later and were told the mechanic that worked on the truck was out that week. We have called several times to speak to the manager regarding this paperwork ( showing this is under warranty) and reimbursement for the money we spent at Covert plus the towing plus the fuel we lost (we had a full tank prior to the last breakdown and lost it all on the way to ***********) but each time the manager is not there and none of our phone calls have been returned although we have left him several messages. The only communication from Hoffpauir was an reply email to my email acknowledging receipt of my email with the invoices for reimbursement and that someone would contact me (this was from another employee, not the service manager.). Normally when a repair is completed you are given a detailed invoice and the lack of this is suspicious to me.Business response
04/18/2023
See attached.Customer response
04/28/2023
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,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.