ComplaintsforTom Denchel's Ford

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Review ******** A 1 star 04/21/2022 We have had repair work done at this dealership on two vehicles both times was not done correctly. We contacted them about this and they did nothing. Their service tech broke part or did not tighten or left out bolts which caused oil leaks. They replaced a turbo on one of our trucks and it went out 18 months later, It had a 2 year warranty we took it in for replacement. We were told that a new replacement was not available for 2 months. Truck sat for one month and I called another dealership and they had 2 new turbos and could have it replaced the next day. I called ********************* **** and told them about the other shop could replace the turbo at no cost because it was warranty from **** ********* Ten minutes after the call to ********************* **** they called back and said they contacted the other dealership and was picking up the parts and would have the truck done in 2 days. After 4 day they called and said that the turbo was on but they had a code that needed a $6,000 replacement and repair not cover under warranty. I questioned why 4 day went by and no answer. I told them I was not happy and I was going to pick the truck up, which we did. I brought it to our shop and found that they had broken a grounding strap and did not reconnect emergency brake. The truck had the code that they said needed the $6,000.00 repair. We replace the ground strap and reconnected the emergency brake and the code was cleared. Truck runs fine!!! I went to see the shop and let them know that it did not need a $6,000.00 repair and what they were going to do about what had happen and they said they would get back with me. No Call Back. I was out of service with the work truck I have for my business for 2 months and almost had to pay a $6,000.00 repair it did not need. I am not going to use this dealership ever again. I also told them that I just bought 2 new trucks from the other dealership and thank them for helping me get the repair for

  Business response

  05/31/2022

  Thank you for contacting us and bringing these concerns to our attention. We are always working to improve and to communicate effectively with our customers. However, there does seem to have been a disconnection with this customer. We will update our procedures so moving forward our customers will have a better understanding of their vehicle service history and current repair needs.

  Customer response

  06/03/2022

   
  Complaint: 17214266
  
  I am rejecting this response because: This is not a response to my compliant. Your business did nothing to resolve the time lost or repairs I had to fix the problem in my own shop. 
  
  Sincerely,
  
  *****************

  Business response

  06/09/2022

  Tell BBB case 17214266
  
  In regards to the customers 2006 F-350
  
  Repair order ****** - 06/22/21
  We removed both valve covers & replaced 2 fuel injectors. Repair fixed the concern. 
  
  Repair order ****** - 01/06/22
  7 months after last repair customer called and stated his valve cover was loose, rattling and had leaked oil 
  everywhere. We inspected vehicle and could not find anything loose or any oil leak. We added oil dye, drove 
  vehicle and found oil cooler to be leaking. When I notified the customer of this he stated that his technician had
  already cleaned up the oil and tightened the loose bolts, and he already knew about the oil cooler leak. Customer
  was upset his tech had to clean the oil and tighten the bolts so we agreed on a $****** refund which the customer
  applied toward front axle work he had requested be done.
  
  In regards to the customers 2008 F-450
  
  Repair order ****** - 01/26/21
  vehicle had a fault light on with an exhaust pressure sensor code. We replaced sensor and informed customer the
  sensor was plugged with exhaust soot. If the code came back or if the sensor failed again he would need to replace 
  the *** filter.
  
  Repair order ****** - 02/24/22 warranty repair.
  Turbo had failed on vehicle. The turbo was on a national back order. We ordered all necessary parts and customer
  took vehicle back to shop until parts came in. On Tuesday March 29th customer called and was very upset, he 
  informed us that another dealer had 2 turbos and there was more in the ****** warehouse. I explained that we 
  should have his turbo anytime now if they are in the warehouse. If it is not in within a couple days we will buy 
  one from the other dealer to get his truck done. The next day, Wednesday the 30th we received the customers turbo.
  He dropped vehicle off on Thursday the 31st & the repair was completed the following Monday April 4th. Repair had 
  fixed the concern.
  
  Repair order ****** - 04-04-22
  When vehicle was in to diagnose the turbo issue, we had noticed the engine was not warming up and had a code P006B 
  present. Customer had authorized replacement of the thermostat and the *** sensor to repair these concerns. After 
  replacing the *** sensor we still could not obtain the correct readings. Following the **** factory manual for further 
  diagnoses we again found the *** filter needed to be replaced. We had already recommended this back on 0/26/21
  on repair order ******. When we informed the customer of the needed repair, he became very upset and stated we were 
  trying to rip him off, and he was not going to pay a dime. He sent an employee down with out payment to pick up the vehicle.
  We again called customer for payment, he refused. We released vehicle to the employee and wrote off the repair ****. 
  $****** not including diagnosis. 
  
  A few weeks after employee picked up the vehicle, customer called and stated he had found a broken ground cable that runs 
  from the frame to the cab. He stated he wanted reimbursement for this. He stated he new it had to have happen at our shop.
  After looking up the described cable we found it was a radio noise suppression ground cable for $26.00. We took into account
  that this vehicle is 14 years old, has a ******* miles on it, has been to other shops and the fact that we have given this 
  customer over a $1,000 in discounts refunds and write offs in the past year. We decided customer can purchase his own cable.
  
   We have refunded the customer $ ****** when we could not find any signs of something wrong. Just for customer satisfaction.  
  We have written off over $ ****** when the customer had approved work and then refused to pay. When parts in the same system
  keep going bad and we give him the same diagnosis twice, customer says we are trying to rip him off. We have decided to move 
  forward and accept our losses. 
  
  

  Customer response

  06/13/2022

   
  Complaint: 17214266
  
  I am rejecting this response because: We have went over all that you responded to before and the repairs to the 2006 f ********************* my shop not yours. I have paid out over $21,000.00 in repairs for the two vehicle and I am done with your dealership.
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle through this dealership when I bought my car I purchased extended warranty, gap coverage and an oil change package the oil change was only good at their dealership. I moved my car never been serviced through them, the oil package was no longer any good since I moved I contacted the dealership on several occasions finally someone got back to me I explain that I had moved and the oil package does me no good since I have to take my car to another dealership for service and I wished to cancel the oil change package. Just the oil change. So they emailed me the cancellation form and I put that I no longer need the oil change package and spent over 400 do this service. Weeks go by no check. So I reached out to the dealership and was informed that it take up to 16 weeks to receive a check. I received a check yesterday in the mail and the amount was not correct so I called the company who sent the check and they informed me that the dealership went ahead and cancelled everything I didnt ask for everything to be cancelled I still needed the extended warranty and the gap coverage since I still have the vehicle. So now Im driving a vehicle with no gap and no warranty but still have the oil change package. I want this resolved at no cost to me this is clearly there mess up I should not have to purchase gap coverage again and pay for the extended warranty. No where on the cancellation form does it state that I wanted to cancel my extended warranty not my gap coverage only the oil change package

  Business response

  05/16/2022

  To Whom it may concern, tried reaching out to ***************** this morning to get this figured out today at 9:09 am and understand her frustration. We would be more than happy to reinstate her Gap coverage and Warranty coverage with no extra fee's or charge's to reinstate to her besides the original refund we sent her. I understand she does not want to pay for it and at the end all we want is for it to be a win for her first and us second but in that order, to do that we would like the checks we sent her back and will be more than happy to send her her maintenance plan refund. I hope se calls us back and we could get this resolved. Please feel free to reach me by email or by phone at ************, Sincerely ************************* General Manager

  Customer response

  06/08/2022

   
  Complaint: 17202459
  
  I am rejecting this response because: first off this dealthership was not upfront about the oil package that they sold me. not once did they tell me that it's not refundable that it's as is. if they where up front I would have never pick the oil package that I am still paying for that was financed with my car. I moved out of state and got the run around from this dealership for a year and spoke to *************************** who told me that I could cancel my oil package and get my money back. so he sent me the form to fill out and have me send it back to him. which I did. come to find out the general manager ************************* canceled my gap insurance and my extended warranty without my permission and left me uncovered since dec of last year. also the car they sold me was a canadian car made and meant to be driven in that country they where not up front with me on that as well. if they where honest dealership and was upfront with me about everything I would have never bought my car. I would have taken my money somewhere else. I have been lied too from the very start. all of this has caused nothing but stress on me, I now have an oil package that does me no go that I am still making payment on and was told that I can drive to the dealership at anytime for an oil change. I live in a different state. I want my money back. I should not have to pay the price for their lies and dishonesty . I do not want a phone call from this dealership. they have already caused enough hardship and stress. I want my money back. it's not that hard to let people know that the oil change is nonrefundable and as is, and if the car is from another country. this just shows how shady this company is. Due to their lack of honesty I will have to take a huge loss on this car trading it in when other dealerships don't want to deal with the hassle of an out of country vehicle. it will be just like having a car with a salvaged title a car no dealership wants to deal with.
  
  Sincerely,
  
  *************************

  Business response

  06/08/2022

  To whom it may concern, I called ***************** to go over her Warranty cancelation, Gap Cancelation and Maintenance cancelation and told her we would be more than happy to help her reinstate Warranty and Gap with no processing fees or any sort of charges but would need to get the money back that was refunded to her by mistake from ***************** ***************** refused to want us to help and thinks she should get a free warranty and in fact the warranty company accidentally sent her the check and being that she still has a lienholder the cancelation check should of gone to lienholder. ***************** lived in the state at the time of purchase in 2020 and the Maintenance plan( Oil change program ) is a special we do for our customers do to the great Value of $389 for 6 oil changes 6 Tire rotations and top out any other fluids plus inspection but is a non-refundable item because its an inhouse service with great value. All of our products that we sell have disclosures and have customer signatures and feel like there was no dishonesty. We would be more than happy to help out ***************** trade out of her vehicle into something different if she would like and we don't take in consideration that it came from ****** because before we sell them we do full safety and A inspections which our very thorough and are certified through our company. ***************** never expressed any concerns of a vehicle being from out of state or Country. We will make sure to do the right thing for our valued guests every time and would be more than happy to help.

  Customer response

  06/08/2022

   
  Complaint: 17202459
  
  I am rejecting this response because: when I spoke to said on the phone no communication came out his mouth about notifying me that my oil package was None refundable and if I do submit the paperwork I would be canceling everything. If that was the case I would have never submitted the papers. The lack of communication with with dealership is unbelievable from the very beginning of the buying process has anyone communicated the full details of the oil package. As a dealership that is something they need to communicate that the oil package is as is no cancellation is available and the packet that not one person told me the vehicle o was purchasing was a grey market car. If they where upfront and act like a real dealer and stated the fact that this car was a grey market vehicle I would have never purchased the car. If they would have gone into detail about the package they where selling me I would have never purchased the package. I am now stuck paying for a package that I will never use. I am now stuck with a grey market car. The general manager not once talked about reinstating my extended warranty not once.. I should not have to pay for their shady business practice. Im not paying one cent for them to reinstate my warranty they can pay for that out of mr general mangers own pocket for compensate their failure to be up front about the car I purchased. As a general manager its your responsibility to make sure that everything is disclosed. 
  
  Sincerely,
  
  *************************

  Business response

  06/09/2022

  To whom it may concern, It doesn't seem that ***************** really wants us to help and did mention to  her about reinstating her warranty that was canceled with not  charging any extra fees besides the cost of the warranty that was reimburse to her and that should of actually went to her lienholder. I talked to her personally and mentioned that we were also going to send her Gap cancelation to her lienholder which she was upset about that and started using fowl language towards me and not sure if we could make ***************** happy at this time. ***************** signed off on all paperwork including oil change program, warranties etc. and saw a benefit in it when she did live in the state. Mistakes happen and her warranty was canceled by accident and am willing to reinstate liked mentioned before with no additional fees besides the amount that was reimburse to her even though warranty costs have gone **. ** regards to her vehicle being an (out of Country vehicle) if she allows us we would be more than happy to trade her out and wont take that in consideration when reappraising her vehicle.

  Customer response

  06/14/2022

  It amazes how your willing to lie to the bbb. What you dont get is nothing but lies are coming out of your mouth. As a dealership its your job to upfront and disclose everything and yet you have failed and wont admit that you have your coworkers have failed at their jobs. When I make a mistake at work I have to pay for the mistake out of my own pocket. First off on the phone you never said anything about reinstating my gab or my extended warranty. All you did was go on and on about that the fact that the paper I sent in was to cancel everything but that wasnt explained to me when I was speaking to another person on the phone he was clear to me about me getting my money back on the oil package. As it stands now I am still making payment for a good of service that no longer pertains to me and does me no good. If you did youre job properly and professionally  you would have disclosed that this package is Nonrefundable but instead your closing finance manager was going on and on how this was a great package and how it will be saving me a lot of money in the long run. Your dealership took advantage of a women!! If the information was disclosed when it should have been like a real professional I would have never agreed to purchasing the package and now Im stuck to continue to pay for it since it was financed in my car loan. The gap payment that was sent out in April has yet to be sent to my finance company. Due to you canceling everything only car but oil package you left me unprotected for months without my knowledge. So if I would have been in a car accident and my car was totaled out I would have gap to pay for the difference in my car that is the reason why you should have to pay for the mistake you made. I would have no way to pay off my car if I happen to be in an accident due to you canceling my coverage without my permission. On the paper work it shows that o asked for the oil package to be cancelled and nothing else. This dealership is far from be an honest company. You cant reinstate my warranty out of your pocket not mine. You have caused nothing but stress on me. As for me just now saying anything for the first year of me buying my car I have called number of time to speak to someone I got a lot of let me get your name and number and I will have someone call you back from your receptionist. And when I did speak to someone I would get I will look in to it and never got a call back so I would call back and that person is no longer there and I would talk to another person and get the same thing. This is how you can fix this due to your lack of communication lack of professional service and your dishonesty send the gap payment to my finance company cancel my oil package send the check to my finance company and reinstate my warranty out of your pocket. Thats how we can settle this. You can pay for your mistake out of your own pocket for all the stress that you have put on me. Or I will be more than willing to drive a **** miles and you can buy back the car for the price I paid for it ****** plus taxes  

  Business response

  06/15/2022

  To whom it *** concern, we did acknowledge that there was a mistake made and are more than willing to work with ***************** in reinstating her extended service plan with out any additional  charges that *** be applicable.  In order to reinstate ********************* extended service plan we need the $2672.07 that was refunded to her. The day I spoke to ***************** I called her back within 30 minutes and discussed the terms of the prepaid maintenance plan she had purchased. The contract clearly states it is non-refundable and non-cancelable under general provisions.  In regard to the gap cancelation, we sent the refund amount of $661.53 to her lienholder which they're entitled to being that they are the legal owner of the vehicle which I also made clear to ***************** when I spoke to her. I do apologize if I wasn't clear or for any miscommunication when I spoke to ***************** and would be more than happy to purchase ********************* ****** back if she would send me the information with current miles and condition and could get her a sight unseen appraisal. I don't think we are to far apart on what she wants for her vehicle depending on reconditioning and current miles on the vehicle and would like to help any way we can.      

*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. ↩