ComplaintsforLes Stumpf Ford
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Complaint Details
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Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Last Wednesday, June 5th, 2024 my car refused to start. Les Stumpf Ford was the closest dealership (although we're not a big fan of them because we have not gotten great service from them before) and against our better judgment we had it towed there. The towing was on our dime so distance was absolutely a factor.It took them 5 days just to look at it. We finally got word that we could pick it up today, June 11th.Got my car. Took it to the free car wash provided by them, and my car died in the car wash. Of course, there was a car behind **** couldn't move. Car wash was still rolling, I saw an employee waking past the car wash, so I rolled down my window to yell for help.Out, he was off no help other than to say that I "was a little too far over". I got the car started long enough to pull out of the car wash snout 15 feet, repeatedly dying, then a constant start (without initiating it).I called Les Stumpf (again, right cross the street), they sent a mechanic and a shuttle.I ended up in the waiting room. They said that they would try to fit it in with all their other jobs and get back to us.Shuttle driver brought me back home. And now we wait again.If this was our first issue with this service department, I get it, things happen. Here, it happens more than it should. Just look at their ratings.Business response
06/18/2024
***** and *************** 2019 **** Ecosport
Vehicle came in on 6/5/24 (towed to the dealership) for a no start issue. It did not have a scheduled appointment, so we put it in the next available time slot, which would have been approximately 6/11/24. We did have an earlier time open up, so we were able to get a technician to perform a partial diagnosis on 6/7/24 (Friday afternoon at 4:20) which was able to be completed on Monday 6/10/24 mid-morning.
The technician found a random misfire issue and after further evaluation found the spark plugs were in excessively poor condition. We contacted the guest, and the spark plugs were approved for replacement midafternoon on 6/10/24. We replaced the spark plugs, cleared the fault codes and road tested the vehicle, no codes returned, and the vehicle started and ran normally.
The guest picked the vehicle up on the afternoon of 6/11/24 and stated that it began running poorly / had trouble staying running, and there were fault lights illuminating on the dash. This issue happened in our car wash (a separate location from our repair shop), so we sent a shuttle driver to pick up the guest, and a tech to inspect the vehicle. We were unable to repair the vehicle without taking it back to our main repair facility, so the Service Manager went, was able to get the vehicle running, and drove it back to the repair shop. The Service Manager was able to confirm there were multiple fault lights illuminated on the dash, and the vehicle was running poorly. We provided a shuttle ride to the guest as the additional evaluation did not appear to be something that could be done quickly.
An additional diagnostic scan test was performed and fault codes for fuel pressure and VREF (voltage issues) were found. The initial technician and our Shop ******* performed several wiring tests, but were unable to pinpoint a cause of failure. The codes were cleared as part of testing and the vehicle began starting and running normally. The Service Manager and several porters have driven the vehicle 145 miles and up to this point no fault lights have returned, and the vehicle continues to start and run normally. We have been updating the guest throughout the process, sometimes talking directly to them, sometimes by leaving a voicemail.
The initial service after tow-in was the first time wed had the vehicle in for service. The guest did state that they had it at another facility and their diagnostic yielded similar findings / recommendations. The vehicle has over ****** miles and has a branded title.Customer response
06/20/2024
[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.The dealership could not duplicate the issue, but the car has had no issues so far.
We were not charged for the 2nd diagnostic.
Regards,
***************Initial Complaint
10/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 09 22 I purchased a 2018 dodge Durango gt from les Stumpf Ford. After I bought the vehicle and arrived home I noticed that a portion of the race track light is out. I immediately contacted the dealership regarding this issue and they deny any knowledge of the issue. It was not disclosed to me that the race track light was damaged! I filed a dealership complaint to which they say that their isnt enough evidence of proof. Although I have pictures that I took of the vehicle before I purchased it with the dealer plate still on while at the dealership. I want this issue resolved immediately. I feel like I got taken advantage of. I didnt spend ****** on a car that needed a repair. Please help me resolve this issue.Business response
10/28/2022
According to the State of ********* DOT dealer section all required lights were working at time of delivery to customer. We offered $250.00 as a goodwill gesture to the customer to help fix designer lights on ****** mile vehicle. Tell us why here...Customer response
10/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,
*************************Initial Complaint
06/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
May 11th had my 2020 **** Explorerstopeed running called les stumpf ford and they said if you can get it here today we can look at it right away so called tow company they towed it in that day so called them and told them the vehicle will be towed in today they said ok . called them few days later and ask them what was wrong with my vehicle they said service was all tied up left message for them to call never called, called them back the 20th to see what was wrong they said it was going to be a couple of weeks before we look at it I said I needed a rental I told them I had extended warranty and called my warranty company and they said yes I can get a rental but the vehicle has to be evaluated to see if is under warranty and I told ******************* that and they said they are backed up it will take weeks before they look at it. Its been over 3 weeks and still know nothing of my vehicle.rBusiness response
06/08/2022
We contacted the customer to go over the details of the issues. She was advised that we are running behind and we would get the truck in as soon as possible. We were able to look at the truck on 6/7/2022 and the customer has been advised on the repairs.Initial Complaint
03/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a 2016 Jeep Patriot on 12/14/2021 Was told the tire light would go out when it was driven and to ignore it. It is still on The Jeep started jumping when fuel pedal depressed I got it in to the dealership the soonest they had available and was told they could find nothing wrong with it after they scoped it and that their diagnostic equipment wouldnt work on it because they are a **** dealer and I would have to take it to a Jeep dealer. Took it to the Jeep dealer they found the issue and fixed it but said the extended warranty doesnt cover the issue. Paid $700 so far and Im demanding my money back from them. It would appear they never even scoped the vehicle and lied about it.Business response
03/17/2022
We are working on trying to discuss the issue with the owner. Her son has called us and has not been good on the phone with our staff. We have a call into ****** and are waiting for a call back. We will update once the owner has called us back.Business response
03/25/2022
BBB COMMENT BY STAFF SKW:
We refunded this it was ****** and he said he was fine with that
Initial Complaint
12/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I brought my 2013 F150 vehicle in to ***************** **** on 10/11/21 and explained the issue I was having with the brakes. They told me I needed a special brake bleeding procedure done. They performed the bleed procedure and called me to tell me that did not fix the issue and that now I needed to have a new brake booster installed. I said that did not make sense to me as the symptoms of a failing or failed brake booster are a hard or stiff brake pedal and the symptoms I was experiencing was opposite of that. They assured me that the brake booster would fix the issue so I paid in advance for the parts (Booster and valve) When the parts came in i brought by vehicle back in once again and they installed the booster and valve and the issue was again not resolved. They called me and told me that I new needed a new ABS pump and controller! I denied this part and service and picked my vehicle up from the dealer and was forced to pay a total of $720.26 to Les Stumpf and the brake issues I brought the vehicle in for were not resolved at all. They misdiagnosed the issue twice and I did not receive the services I was promised.Business response
12/31/2021
I called and talked with ***** regarding the brake issue. We offered to look at the truck again, but he has since sold the truck. ***** agreed to a refund of $512.44 for the brake booster.Customer response
01/01/2022
[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,
*************************Initial Complaint
10/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went in for service and told the person at the counter that I wanted my upper rear control arm bushings looked at and replaced because they were squeaking and squaking like crazy.They looked at it and told me it was the right rear knuckle and that happened to be seized to the hub and I also needed a new wheel bearing. Didn't fix my squaking. Went back and showed them and after looking at it, they said it was the left rear knuckle. They replaced it and the squeaking came back that day. Went back in that day to show the technician again the noise. He came out and I shook the car for him and said it must be the upper control arm bushings. Came back after they did the repair and finally squeaking went away.So after telling them what I wanted replaced, they replaced what the thought it was, turned out to be what I told them it was.Been trying for 2 weeks to get a refund for the first two visits that resulted in needless repairs.Business response
10/15/2021
We called and offered the owner a goodwill of $1590.00 refund for the labor that he paid. Per ****** this is acceptable and we are sending him a check.Customer response
10/18/2021
[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,
***************************
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Contact Information
Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.