ComplaintsforEwald's Hartford Ford, LLC

• Initial Complaint

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The dealership didnt provide me with any copies of any contracts I had signed. I also believe they sold me a vehicle after clearing the check engine light. I had to drive the car 6.5 hours back home. Within the first hour and a half of the drive the check engine light came on. I immediately contacted the dealership and spoke with ***************************. He basically told me theres nothing they can do whatsoever. I got off an exit and had the code read and it was a misfire Im cylinder 2 and cleared the code. Another hour and a half later it came back on. My local **** dealership quoted me **** to fix the issue. The car has been parked in my garage ever since. Have pictures of the mileage and copy of the code that was read with the check engine light. Also filed complaint with DOT in *********. They have already said they broke a violation of their state law by not providing copies of any signed documents. I dont have any supporting documents. Just all our conversations and pictures of the mileage when check engine light came on.

  Business response

  12/06/2022

  We have made contact with ***************** regarding his situation with the check engine light and have come up with a solution to have the vehicle repaired and Ewalds Hartford **** is covering the expense of this repair.  These situations arise once in a while, we hope they dont and try to avoid anything that could cause a situation like this to happen.  We appreciate the understanding of ***************** and his patience.  We also apologize to him for any inconvenience we have caused him.

   

  Sincerely,

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

• Initial Complaint

  08/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a vehicle through ***** Hartford still under a loan and they have been holding my car for repairs for over a month and a half with little to no updates bad customer service and nothing but excuses and false promises this has left me without a car to go to work and they have offered little to no help with transportation over this time

  Business response

  08/31/2022

  This customer's vehicle experienced an internal transmission failure, as a result it was presented for inspection on July 14th, 2022 to this dealer.  After performing the diagnostic inspection it was determined that once the transmission fluid reaching it's normal operating temperature the internal pump drops fluid pressure resulting in the component overheating.  Following the repair process as outlined by the manufacturer the transmission was removed from the vehicle and disassembled to determine the exact cause of failure.   In doing so excessive metal debris was found to have contaminated the the internal components due to a torque converter failure.  With the vehicle still having warranty coverage by ****************** a cost cap analysis was submitted to the manufacturer seeking authorization to perform the repair.  After receiving prior approval from **** parts were ordered, and upon receipt the transmission rebuilt per manufacturer guidelines.  The customer's warranty does provide rental coverage up to 10days.  Which the customer did use, unfortunately further days were not authorized.  The vehicle repairs were completed August 24th, 2022.  As an authorized dealer we are bound by the policies & procedures of ******************, certainly when performing a warrantable repair.  We offer a sincere apology for the length of time this extensive repair took, in addition to the failure expressed by the customer pertaining to a lack of communication.     

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