Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We took our car to Duncan Ford because we were having issues with the turn signal. We had replaced the bulb before and were directed to take it to a dealership because it was an issue with wiring. At the dealership, we were told it was an issue with the BCM. We received an estimate of $788.32 for parts and labor both. On this estimate, it said they tried to replace the bulb and did not fix the issue and had that charged at $0. My husband got a message from them later saying they needed “AN extra hour of diag to dig into the wiring[...]and POSSIBLE ANOTHER HOUR to fix the issue,” which we also approved. Their rate is $135/hr, so at most 2 extra hours costs $270, which would total $1,058.32. However, we were charged $1,420.03. We questioned this and were told it was more because of the extra diagnostic time. It was not until we compared with the estimate at home and saw issues. There was an obvious discrepancy between the charge for the replacement of the bulb, which was $0 on the estimate but we were charged $130. Overall, $361.71 is unaccounted for and unapproved. 3 days later, our car broke down completely saying “transmission needs service now.” We had no transmission issues prior to taking it in to the dealership. Another shop said it was an issue we would need to have fixed at a dealership (issue with the TCM). We did not want to bring up the issues with charges while our car was in their shop. We were charged $175 and told the clutch needed replaced; they did not look into the TCM like we specifically asked. I was directed to contact ***** ********. He said we approved all of the charges, when we clearly did not. When I said I was likely going to take legal action, he offered $352 store credit to cover future oil changes and tire rotations, but I declined (did not want to go there again after having these issues). He then offered to “split the difference” and give us $65 in refund, which I declined. We are deserving of a refund of $361.71 of unapproved charges.

  

  Business response

  10/23/2024

  To whom it may concern,The complaint of the overcharge came three weeks after the customer had approved and paid invoice. The complaint was only brought to our attention once the guest had decided to sell there vehicle due the the cost they may have with the clutch replacement within the transmission which that concern we were unable to duplicate and the guest was sent and viewed the technician video explaining that we could not duplicate the concern that they weee describing. The guest also failed to mention at the beginning that the vehicle was a total loss vehicle with a rebuilt title. The guest mother emailed me saying their daughter and son in law were short on money and please give them money back. Dealer was empathetic with guest and offer to help with a maintenance package that was equal to the guest ask strictly as a good will gesture. The client began conversation with dealer with threats that if we didn’t provide money that they would file BBB case and submit google reviews towards the dealership. I’m sorry that the guest purchase a rebuilt vehicle from a small independent lot but that doesn’t constitute Duncan Ford Mazda to be responsible for repairs that are needed for guest salvaged Ford Focus.Thanks ***** ********Service ManagerDuncan Ford Mazda

  Customer response

  10/23/2024

  To highlight a few points in his response back. The three weeks point: This dispute did come three weeks after we received the charges.  We did mention it at the time of pick up and were told it was for extra time. However, when we got back home, compared the invoice to the estimate, and did the math, the dealership was already closed. Further, they were closed in the days after because of the weekend, and moreover, our car completely broke down on Sunday of said weekend. We took the car to another shop where they told us it was TCM issue that had to be fixed a dealership and may have a recall on it. We had to take the car back to this dealership for that reason, and we had already suspected that they may have made a mistake that could easily be fixed when going through the wiring previously. Since we had to have the car back in the shop nearly right after, we felt it was best to wait until our car was finished to dispute the charges.  Even though it has been three weeks, it does not change the fact that we were over-charged.  I did mention that this was a rebuilt vehicle, but either way I feel like that is besides the point. ******** has failed to mention where the charges come from.  As stated before, we only approved $788.32 for the replacement of the BCM (labor and parts) as seen on our estimate, as well as AT MOST two extra hours of diagnostic time and time to fix the issue (see the pdf of text message ($135/hr x 2 hours= $270).  This would put our total costs at $1,058.32, but we were charged $1,420.32.  Where exactly is the extra $361.71 coming from? ******** will tell you there was a $130 charge for replacing the bulb and the leftover is from extra diagnostic time. However, as stated above, we only approved at most two hours of extra time, and the bulb replacement said $0 on our estimate.  ******** claims my husband signed to pay for the bulb when he first dropped off the car, but he has been unable to provide me with any proof of that even though I have asked three times.  I do not want a service package or store credit as I do not want to go to this dealership ever again.  I require a refund of $361.71 unless ******** can prove that we approved more than two hours of extra time as well as the bulb replacement charge.  I have reviewed the response offer 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. Regards, ***** *****

  

  Business response

  10/25/2024

  To Whom It May Concern, The Company stands behind the explanation provided by ***** ********, Service Manager.  Mr. ******** has offered adequate "Good Will" in order to assist in resolving the customer's issue.If the customer would like to discuss the resolution further, please contact ***** ********, Service Manager at ************************ ** ************ ***** ***Thank you for your consideration on this matter.DPD 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  4/18/24 - Had 2011 Ford Fusion towed to Duncan Ford Service Center for diagnosis of a power steering issue. 4/22/24 - Rec'd a call from the Service Center stating repair would be no more than $2400. 4/23/24 - Rec'd call from the Service Center stating repair was complete. Asked for total amount of repair and was told $1202. I called back later in the day to reconfirm that the amount of $1202. was correct and asked why they quoted so much higher. I was told they quote higher to account for any other issues that may arise. Once again, I was told the amount due was only $1202. 4/24/24 - I arrive at the service center and told the amount due is over. $2300. I question this and told me that "It is what it is". I Explained that I was told on 2 different occasions that the amount was $1202. The service man I spoke with stated that he did tell me the amount of $1202. Also, the calls are recorded so there is no denying that is what I was told. I spoke with the owner, and he is rude and unwilling to assist in any way other than offering a coupon. I do not want a coupon; I will not use this service center again after this ordeal. My Mother who helped me with the repair called the owner and attempted to have a conversation with him, which he refused to be civil about. She offered to meet him in the middle on the difference and he refused. I could understand making a mistake once but telling me the amount due twice and then changing it once I go to pay it is just not right. I request this issue be reviewed and that the service center honors the amount we were told when we asked for the total amount of the repair.

  

  Business response

  04/29/2024

  To Whom It May Concern,On Friday, April 19th, Mr. ******* *********** 2011 Ford Fusion with VIN# ***************** with 188,045 miles on it was towed to Duncan Ford Service Department.  The Vehicle's Concern was No Power Steering.  On Monday, April 22nd, the vehicle was diagnosed needing a New Steering Gear.  The Customer was quoted "Verbally" an estimate of approx. $2,400 to authorize the repair.  The customer did verbally authorize the repair.  The Parts needed for the repair were ordered and vehicle repair was completed on Tuesday, April 23rd.***** ******, Service Advisor was assigned to this repair order.   Mr. *********** significant other called in to inquire about the final invoice for this Repair Order.  Mr. ******, Service Advisor misunderstood the last name of the customer inquiry.  Mr. ****** at the time was working with two (2) clients with a similar last name.  In the confusion of the moment, Mr. ****** did give a incorrect total for the final invoice in this inquiry.  The Parts needed for this repair were $1,518.79.   Mr. *********** significant other recognized that Mr. ******, Service Advisor made a mistake.  Then Mr. ********* after knowing this continued to have this repair be final invoiced at $1,202.00.   Mr. *********** request was declined.   Mr. ****** came in and apologized to the Mr. ********* & his significant other for the mistake to which they acknowledged.After Mr. ********* discussed his situation to the owner, the owner confirmed the amount of $2,341.66 will need to be paid.  At the conclusion of the conversation that Mr. ********* had with the owner, ***** ******** Service Manager offered a $150 Coupon as "Good Will" and deducted that amount for this repair.  The "Good Will" was recognition for the honest mistake that Mr. ****** made.Duncan Ford of **********, VA Service Department feels that this gesture of "Good Will" is sufficient in this Repair Order #.  Any further questions or details need to be forwarded to ***** ********, Service Manager at ************ **** **** ** ************************* David P. DuncanGeneral ManagerDuncan Ford of **********, VA. 

  Customer response

  04/29/2024

  I have reviewed the response offer 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. In the response the dealership failed to state that they told my significant other that there was a second conversation where she called a second time and asked again for the invoice total and explained that she was questioning the amount because of the difference in the quoted amount and the amount she was told the invoice was.  She was told "we estimated the repair high in case there were some unforeseen issues or additional work that may arise during the repair. The final and correct amount of the repair is $1202."I could understand one mistake, but to make the same mistake twice and to even explain why the amount was less. That seems a bit sketchy to me.  I am not pleased with the way this was handled and the rudeness of the owner was absurd.  We offered to meet in the middle for the difference and again they refused to discuss this.  Regards, ******* *********

  

  Business response

  05/01/2024

  To Whom It May Concern,Duncan Ford of **********, VA. will not be offering any more assistance in this matter.  We believe that we have done business in good faith, that this was an honest mistake on Mr. ******, Service Advisor and  we have attempted to resolve it in a reasonable manner.If you would like to discuss this further, please contact ***** ********, Service Manager at ************ **** **** ** ************************* ***** ** ******, General ManagerDuncan Ford of **********, VA.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/14/23 took my 2015 Ford Focus towed to Duncan Ford to have the Transmission Control Module replaced. Took to ******** **** in *******, diagnostic showed TCM. After contacted Duncan Ford, discovered the TCM s covered under the extended warranty until 2/2025 or 150,000 miles; the vehicle had less than 100,00 miles. On 9/15/2023, **** ***** stated not the TCM, clutch had gone out. verbal quote of $3,100 to repair the clutch, sent an itemized quote for $2,958.22 for parts and labor, extended warranty for the clutch was only for 7 years, which would have ended in 2022. charged, and paid $123.00/diagnostic. had the vehicle towed back to our home in *******. The cost $150.00 ******** *********** in ****** VA repair for the clutch. The car was taken to him on 1/10/24. While disassembling the clutch, ***** found that the clutch did have wear, but did not need to be replaced at that time. replaced the clutch; the car was still having the same problems, the code/TCM. paid $2,400 to replace the clutch that did not need immediate replacement + $130.00 to check all of the wiring, fuses, and connections to ensure nothing else could be causing the issue. contacted Duncan Ford; told that, when Duncan Ford replaces a clutch, that it is their policy to also replace the TCM. On 1/10/24, car towed to *********** **** in **********. Tow $150.00+. Advised on 1/22/24 issue TCM. Due to faulty diagnostic assessment by Duncan Ford Services, spend an additional $2,953.00+ to find out that the true issue sent to Duncan Ford; the TCM. $150 – tow by DCT to return car to home $150 – tow by DCT to tow car to ********** $123 – Duncan Ford for the diagnostic $2,530 – clutch repair, diagnostic, and assessment by ******** Performance I feel that I was not taken seriously when I spoke with the staff at Duncan Ford, and was given the impression that Duncan Ford was attempting to add on an unnecessary repair due to the TCM being under warranty, or to have me purchase a new vehicle.

  

  Business response

  02/01/2024

  To Whom It May Concern,Below is the correspondence that ***** ********, Service Manager Sent to Ms. ****** this morning.DPD "Good Morning ******,           Thank you so much for your recent feedback on your service from back in September, as we spoke on the phone the that evening I was home I explained that it was not uncommon to have to replace the clutch and the tcm in conjunction with each other, we our conversation ended I had said that I would check on the code that were in the system the next morning and would contact you which I did and left you a voicemail the following morning, I never received a call back to discuss. When we checked in September there were 2 codes in the system one for the clutch and one for the tcm, so the recommendation for the clutch replacement would in fact would of been the correct one, not to say that it could of used a tcm also but would of had to have the clutch working correctly first to make sure the tcm was ok. I do want to instill confidence in Duncan Ford Lincoln Mazda and I hope offering some Goodwill will do that again. I would like to offer you 4 complimentary " Works" packages for my Mobile service van to perform, **** will be able to come to your place of business or your home and take care of those Oil changes and **** rotations, that is around a $300.00 package. Please respond and let me know if you would like to accept.Thanks so much,--***** ********Service Manager

  Customer response

  02/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  I was not told that the TCM code came up. I was told it did not. I was not given the choice to have the TCM replaced under warranty at that time, causing an additional 2900 being spent.  Regards, ****** ******

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, this complaint is against MAZDA. I ordered my Mazda 3 Turbo in February 2022. Due to vehicle shortage I was informed that my car would take around a month or so or at least I will get to hear about the exact date when I can get my car. But the company failed to do so I got no updates regarding my car. Moving forward I went to the store after month around April after failing to know any information about my booking. I already paid the booking amount. At the store, I was told that they have a similar Mazda 3 Hatchback car but the rear bumper is damaged. So, I asked if I buy the car would they give me a discount? They said no they will replace the bumper by next month (May) or mid June as they will receive it. As a customer I was irritated as I booked the car with no info so I agree to buy the car present at their lot with rear bumper damage in hopes that they will replace it for me the next month or so by June. I bought the car on about April 18 and I have no idea when I can get my bumper replaced. Secondly, I have manufacturing issues with the car as the paint of the car got damaged just by a birds droppings and the material on the door from the inside is also getting patchy for no external reason. I am really unhappy the company's service, manufacturing quality and cars durability as my car tyre also burst (though it can happen to anyone). I really hope I can get a resolution as soon as possible from BBB. Please let me know if I need to share any more information.

  

  Business response

  07/18/2022

  To Whom It May Concern, As of Monday, July 18 2022, there is an Open Repair Order in our Collision Center for the Rear Bumper Replacement.  The Repair Order was Opened on April 1, 2022.  At that time, Duncan Mazda ordered the Rear Bumper Cover.  As of this morning, that Rear Bumper Cover is still on "Back Order".  We are all anxiously awaiting that Part to come off "Back Order" Status in order for Mazda to Ship it to Duncan Mazda.  We currently do not have an ETA of when this Rear Bumper Cover will come off of "Back Order" Status.  As far as the Paint Issue that noted, please show Mr. ****** **********, Collision Center Manager the areas of concern.  It being a 2022 Mazda3 it is still under Mazda Factory Warranty.  We can address those areas when the Rear Bumper Cover arrives and we can complete the repair. If you have any further questions, please contact ****** **********, Duncan Collision Center Manager at ************************** ** ************* DPD

  Customer response

  07/19/2022

  I have reviewed the response offer 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. There is still no ETA how much would I have to wait. I believe they must ask Mazda for an answer if possible and please let me know.  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. ↩