ComplaintsforAshland Ford Chrysler

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I had to take my 2017 jeep renegade to the Ashland **** to get warranty work done found out it needed a motor so it was there 3 weeks and a few days when we got it back we were driving down the road and a piece of my fender fell off so we my husband and I went and told the service person working with our jeep and he seemed annoyed then I went to another place to see what was going on with my headlight well here to find out theres a lot of bolts missing and my passenger side headlight is so out the way its supposed to be lined up because stuff is broke inside the engine compartment bolts are missing this vehicle is not junk it has 55 thousand miles on it I pay 450 a month for it it was never this tore with broken parts and the one part is over ****************************************************************************************************************** saying Im nit picky no I want and expect my stuff not to be broken when I brought it there it wasnt broken I then called the owner or the head person he was yelling at us too said we are not allowed there ever again my car has damages from the motor install that exceed over 500 this is terrible business practices

  Business response

  01/04/2023

  see attached

   

  This is in response to the customer complaint about the 2017 Renegade that was in for service. We replaced the motor on the renegade and the customer came back to complain about the fender liners coming off. We never had the fender liners off of the vehicle completely but it is possible that a clip could have broken, so we told the customer that we would replace them and would order the parts. The customer returned later to talk to the service manager, saying that we left bolts off in other places and left the headlight loose. The service manager stated that we did not leave bolts off and tried to explain that their concerns were not consistent with the areas in which the technician performed the work. At this point the customer came increasingly combative and left.
  Shortly afterward the customer called and asked to speak to the General Manager. I took the call and both the husband and wife were on the speaker phone. They told me who they were and why they were calling. They continued to tell me their perspective and became combative. They threatened me with a lawyer and told me that we were going to fix everything.. At that point I told them that I did not feel that I could do anything to appease them and that they should take the vehicle somewhere else.
  The technician that performed the work is highly trained and experienced. He has been working on vehicles for over 30 years. We never removed the headlights to perform the work and the technician said there were signs that it had been in an accident. Indeed, the vehicle has been in a front end accident according to the carfax report that is attached to this response. We wanted to make the customer happy and if we had done something wrong we would make it right. However, due to the nature of the customer's concerns and their inappropriate behavior we don't feel that we can come to a reasonable resolution.
  

  
  

  Customer response

  01/04/2023

  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.]
  Im sorry in regards to the accident I never received a car fax report things were apparently not fixed I never had any complaints about the technician or the motor if we were in the wrong please accept my apologies for getting upset with the situation we will no longer as we were told allowed at this establishment and will not go there again although we had gotten upset it was not not picking as the service manager had said sorry for the inconvenience to the staff there 
  Regards,
  
  ***********************

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