ComplaintsforSheehy Ford of Ashland

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my family to Sheehy Ashland **** Dealership to purchase a vehicle. I met salesperson named ***. He offered to take one of the vehicle out for a ride. He took my license and took some time to return. He brought my license back out after 20 mins and told me there was a manager emergency. I followed him back into the store where my children were located. I requested to speak to a manager about the confusion. ****** the manager came back out and stated we will not do business with you. I asked why and stated there was an issue previously with a car you purchased and needs to be resolved. I explained these issues were resolved and he replied I will still not do business with you. I left the business and would let corporate know of my experience.

  Business response

  01/18/2024

  Sheehy Ford of Ashland has contacted the ********* and resolved the issues that at the time of the complaint were still active.  

  Customer response

  01/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been in there shop for over 4 months waiting to get the transmission control module replaced, and I keep being told that I can't get a loaner vehicle due to a "Shortage" on vehicles. I've been patient for 4 months I'm losing money and my job is at risk due to my issues with transportation right now. And I've still making car payments this whole time. This is the 2nd time in 6 months my car has been in there shop. I paid a 100$ deductible for clutches that didn't even need to be replaced. I really just want a vehicle to get to work and back.

  Business response

  08/15/2022

  ******************,

   

  Thank you for contacting us with your concern, and we are very sorry for the delay in completing your vehicle's repair.  Unfortunately we still have no updates as to the availability for the *** module.  We have the *** for your 2013 Focus on emergency order with **** but are still being told that there are delays from the manufacturer.  Our emergency case number for your order is CAS-********-N0J5Z3.  At this point the only thing we can recommend is calling **** Customer Service ************** and starting a case with them on the customer side.  You can provide them with the emergency case number and they should be able to open an additional case on the customer side.  We are unfortunately not able to complete this call for you, it has to be initiated by your the customer.  Once this is completed **** should contact us with a customer case number and we can be your advocate to try and expedite the *** to us.  Unfortunately with the scope of people awaiting ***'s right now we cannot guarantee that this will provide the part quicker.  Please let us know if and when you have contacted ****, we will pass on any updates that we receive.

   

  Best Regards,

   

  Sheehy **** Ashland

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new vehicle from this dealer that had to be driven by them from another Sheehy in **. They did not check this car over for issues prior to allowing me to take possession of the car. The salesman admitted to me that the detailer missed areas that they usually did not miss. There was a small tear in the driver side arm rest and a dent in the hood. I was told to drop the vehicle off on Monday the 28th and was given a loaner vehicle so that they could remedy the situation. I was told my vehicle would be ready to pick up on Tuesday the 29th at 6pm. I picked the vehicle up on the 29th. The dent was removed and the hole on the armrest was filled. The entire car was buffed and polished. Today the next day, the 30th under different lighting, it is clear as day that a major scratch was caused by the detailer. The scratch was then attempted to be covered up by applying what appears to be a touch up pen, completely ruining the appearance of my hood. I emailed both the GM and the salesman, without prompt response considering the gravity of the situation, in having purchased a brand new $********* car. This should not happen when buying a brand new car. If I wanted a car with such imperfections I would have save thousands of dollars by buying used. I also assumed this vehicle would have been taken from ** to ** on a vehicle carrier, not driven 100 plus miles on the interstate, essentially handing me a used car. That was also not explained in detail to me, however I just want them to fix their mistake, professionally repairing my hood, as would be reasonable to expect from a brand new vehicle.

  Customer response

  03/31/2022

  
  

  This complaint has been remedied. They agreed to take back the vehicle and gave me back the vehicle I traded in. While I am still extremely disappointed in the way this business conducted themselves, I am just happy that they agreed to part ways and I can just add them to the list of places to never do business again. As such, please mark this complaint as satisfied and close it. Thank you. 

  
  

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

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my E350 for a Catalytic Converter problem the week of 11-17-21, after having it for a week I was told the Converters needed to be replaced. So I approved the work for the converters and also had them change the motor oil and service the transmission. They had the Van ready to be picked up on 11-24-21 and said everything was ready to go. On 1-24-22 the check engine light came on again with the same code so I took it back to them to be checked out. I was told that the Catalytic Converters were defective and then I was told that they installed after market converters and parts are covered but the labor would not be covered. This was per the service ****************** After I informed my service adviser that I did not approve aftermarket parts to be used *** told her to cover it this time but it would not be covered in the future. On 3-1-22 again the Check engine light came on with the same code problem with the converters When I call the service adviser I was told I would need to speak to *** and she would have him call me back. I waited two days and did not get a call so I called him, as I tried to explain to him I did not approve aftermarket parts I took it to **** for OEM parts. while I was talking with *** ***** he informed me that he did not want my Business and to never come back. I informed him I was going to come up and talk to the ************* ******. After speaking to Mr. ****** he told me to bring the vehicle in on 3-8-22 so it could be checked out while he could put his top guy on it and over see it. On 3-11-22 I got a call from the service adviser telling me the problem is with the aftermarket converters not being able to work correctly with the vehicle computer and to pick it up. Why would you ever take a vehicle to the dealer for after market parts? I was told that OEM converters were not available but have called other dealers and have been told they are available and the cost is the same that I was charged for the aftermarket parts.

  Business response

  03/19/2022

  We have reviewed the complaint from Architechtural Products of ********.  We have confirmed that the vehicle in question had it's catalytic converter replaced on the dates listed in the complaint.  At the time of the first replacement the Converter could not be replaced with a **** Part due to a stop sale order on the part in question.  The part was replaced with the aftermarket converter and picked up.  The van returned 2 months later with a check engine light.  It was determined that the fault in question was the catalytic converter, which due to time of replacement would fall under parts warranty.  The parts warranty for the converter would cover the cost of the part which was $2250.00 dollars and $30 dollars per hour of labor.  After speaking with the client we agreed as a gesture of goodwill to cover the remaining balance for replacement.  This was due to the client stating they were unaware of the aftermarket part.  It was also stated at that time that this was a one time gesture of goodwill and should the problem arise in the future that we would honor the parts warranty which we are committed to.  This brings us to the most recent visit in which the van returned with a check engine light.  It has been determined that the converter in question will not communicate with the vehicle causing a check engine light to appear.  As a solution Sheehy Ford of Ashland is willing to replace the aftermarket converter with a **** *** converter now that the part has been released from stop sale.  The part must be ordered as it is still in backorder status.  Once the part arrives Sheehy **** Ashland is willing to offer replacement at the difference in price between the original job and the *** replacement.  The original job parts and labor was $2982.84 plus tax and the new replacement with **** *** parts will be $4084.53 plus tax.  The difference come to $1102.00 plus tax.  Sheehy Ford of Ashland will honor this offer for 30 days from the date of this response.  

  Customer response

  03/21/2022

  Better Business Bureau:
  
  I accept the offer to replace the aftermarket parts with OEM parts but I DO NOT accept having to pay $1102.00. After checking on the price for the cat assembly from two other **** dealers in the area it appears the difference in price should be $500.00 and I would be willing to pay this. Because they will not be able to do this right away I will need to continue to drive the vehicle until the replacement parts come in and will not be responsible for the wear on the aftermarket parts.
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business response

  03/28/2022

   

  After review of the clients most recent response Sheehy Ford of Ashland will stay committed to the original offer provided.  This will be a **** OEM Catalytic Converter for a 2018 Econoline E-350 installed for $1102 dollars plus tax.  This offer will remain in place for 30 days from the date of our original response.  This will be Sheehy Ford of Ashland's final offer and once a response is received we deem this matter closed.

  Customer response

  03/29/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

  Customer response

  06/02/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to reopen this complaint; I have tried on several occasions to reach out to the service lane ******* ************************* to get an update on the replacement parts that was agreed to through the BBB. I have left voice messages at her desk and sent emails. I have not gotten any replies regarding the parts they agreed to replace. I would like my entire complaint posted on the BBB website.
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business response

  06/08/2022

  Sheehy Ford of Ashland has reached out to the client directly about their concerns.  We are still awaiting the arrival of the part in question and will keep the client informed on future progress.  We will also be contacting **** to see if we can expedite the part in any way.  We will keep the client updated with future information as we hear it.

   

  Regards,

   

  Sheehy **** Ashland

*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. ↩