ComplaintsforBushnell Ford

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our ***************** because the rear brakes were squealing. We have had the car in twice before for oil changes and once for this very issue. We were told the brakes were still good on that visit. Yesterday, we dropped it off to have them check/change them. They changed the brakes, and decided to change the rotors also. (No damage showing according to them) We have the extended warranty by the way, payed extra for that. When we picked it up, they had no record of the warranty (used for previous work) and said the **** was $1400. After reminding them of the warranty they said they would take care of rebilling it. Today they called to inform us the rotors are not covered by our warranty and our **** was $900 for the rotors. Mind you - if we had been asked, we would have refused this part as my husband is highly capable of changing them for much less than $900. Not once were we asked if we wanted the rotors replaced and by the way no service agreement was signed. This is sadly just one of the instances of poor service we have received, it is by far the worst - and most assuredly the LAST! I do not expect to receive something for nothing, but I do believe we should have been contacted and given the choice on the rotors. I believe this is very poor practice if not shady, and to say the least horrible customer service.

  Business response

  04/05/2022

  Tell us why here...Good morning-
                 ************************* contacted our business via telephone asking to make an appointment for brake replacement on his 2019 **** Flex vehicle. At that time ****************** was informed that our process is to make an initial appointment for a brake inspection first. After the brake inspection was completed, he would have then been provided with a written estimate and we would schedule the repair appointment. It was at that time ****************** insisted he did not want an inspection and stated he, just wanted it done.
                 Based on the conversation we performed the brake replacement service he insisted upon. After the repairs were completed, a courtesy call was made to him so he could pick up his vehicle. When he arrived to pick up his vehicle, he informed us he had purchased an extended maintenance warranty. ****************** had not mentioned any such plan in the initial phone conversation or when he dropped off the vehicle to be serviced.
                 The warranty ****************** had was not purchased from Bushnell therefore there was no way for us to know he had any such warranty. Maintenance items such as breaks are not generally warranted or something we see on a daily basis. ***************** began voicing his concerns to ***** the service advisor regarding the **** he was given. After finding out ****************** had a warranty, I informed him he could take his vehicle and not pay the **** that day. I told him I would research his extended warranty since he did not mention that he had one and would contact him the next day. By letting ****************** take his vehicle without paying it was believed I was giving him customer service so he would not have to be without a vehicle while I researched his warranty terms.
                 After researching I discovered that ******************** warranty covers brake pad replacement if the pads are under 3 millimeters in thickness. Since ****************** failed to disclose he had a warranty, had refused the process of the inspection and we did as he asked in the initial phone call because he just wanted it done. The brake pads removed from the rear were 3 millimeters in thickness.The front pads that we removed were 6 millimeters in thickness. Neither the front nor rear pads were covered under his warranty. Because ****************** did not fully understand his warranty, Bushnell Ford covered the brake pad expense of $398.53 (the amount the warranty would have covered had the removed pads been in compliance). We did this to alleviate the burden on ****************** due to his lack of knowledge about what was covered in his warranty.
                 ****************** was charged for the front and rear rotors which are also not covered by the warranty in the *** of $578.92 (parts), $125.00 (labor) + tax.****************** claims per his letter that he could purchase the exact same rotors at Advance Auto Parts for $307.72 + tax. Had he purchased those he would find they would not work as he looked up rotors for a vehicle without a towing package. His vehicle in fact has a towing package. He would also have had to pay for shipping as these particular rotors were listed as special order only.The correct rotors that he would have needed to purchase from Advance Auto Parts would have been a charge of $621.27 (see an attached invoice from Advanced Auto Parts).
  Per **** warranty guidelines I ran the part #s through the **** Warranty system (see attached) to show what is and is not covered under the warranty ****************** purchased. The **** was adjusted per the warranty plan. ****************** returned to Bushnell, paid the balance,and made no other complaints at that time.
                 Your letter was the first I have heard that the situation with ****************** was not fully resolved. I am willing to refund the 1 hour of labor he was charged for installing the rotors - $125.00. If he agrees to pay for all remaining items not covered under his warranty.
                 I am going above and beyond for ****************** since he failed to inform us of the warranty and insisted on doing the repair his way by refusing to follow our process.
                 For ******************, I believe it should be suggested to him that before taking any vehicle with a warranty not purchased at a given establishment, he needs to divulge that information when making any such appointment he believes is under his warranty. That way the establishment would be able to look up the conditions of the warranty and inform him of what is and is not covered. ***************** needs to be a more informed consumer by reading and understanding his warranty to know what is and is not covered for his own peace of mind. 
                 Should you have any further questions you may email me directly or call the business number below.
  
  Thank you
  *********************
  Fixed Asset Manager
  Bushnell Ford
  ************

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