ComplaintsforSleepy Hollow Ford

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ***** equinox 2013 from them on april 28th. On may 23 I was driving it and the check engine light came on and it was making a bunch of knocking noises. I called them the next ************** said they would come and pick it up. Then they called back n asked me to bring it to them. I said no you can come n pick it up. The check engine light is on n its 50+ miles away. They picked it up 3 weeks later! On June 9. They returned it to me on July 8 and it doesnt want to go in reverse smoothly and the brakes are making noises as well. Neither were a problem when I was driving it. They told me they would let me drive it for 1 week after they returned it if I didnt live it I could return it I called on Wednesday July 13 n told them about the new ************ wanted my money back. As promised. **** didnt call me back n he was off on Thursday I talked to him on Friday he said he had to talk to someone else who wasnt answering calls or ********** would call me at 9am on Saturday 7-16-22 I had to call him at **** he sat down with a ************ offered me **** and asked me what I expected for buying an 8 yr old car with 140k miles on it n that if I was dealing with a private party Id be screwed! N that they would give me until Monday **** to decide I paid $13088.81 for the car so they want me to pay ******* for a car I drove for 3 weeks I need help please. I dont want this car back. Its a nightmare experience I would love to talk with someone. If you cant help me I need to know what to do next. Ive been making ******************** on a vehicle I cant drive they did not provide me with a work order so I dont know what repairs they supposedly did while they had it. I only have the original purchase agreement I did not buy an additional warranty on it.

  Business response

  07/18/2022

  I spoke with **** and *****. The engine failed shortly after purchase. We picked up the vehicle and rebuilt the engine at no cost to the customer. If their is a problem with the brakes, we would be happy to address this issue. Cost to rebuild the engine was *******. We did cover that repair in full. Customer is now driving the vehicle.

  Customer response

  07/26/2022

  Better Business Bureau:
  
  I have reviewed the respo*se made by the busi*ess i* refere*ce to complai*t ID ********, a*d have determi*ed that this does *ot resolve my complai*t.&*bsp; For your refere*ce, details of the offer I reviewed appear below.
  
  

  I do*t k*ow where to start.&*bsp; So I will start from the begi**i*g. O* April 29th I we*t to sleepy hollow Jeep to look at a Jeep but it had a flat tire a*d I could *ot drive it. A*d they did*t seem to care. So I drove over to the **** store where they had the equi*ox waiti*g for me. (My seco*d pick). I test drove it a*d it seemed fi*e so I purchased it. I* the couple of hours it took for me to get my fi*a*ci*g i* place they offered me 3 times to use their fi*a*ci*g but as I worked for a ba*k I wa*ted to use them. I drove the car for 3 weeks without A care. I was super happy but the* as I was drivi*g to my daughters track meet the check e*gi*e light came o* a*d it started maki*g k*ocki*g *oises.I brought the car to ******* auto the *ext a*d explai*ed to the ow*er (who has do*e mai*te*a*ce o* my curre*t car). The situatio* that I had just bought the car a*d its maki*g *oises etc. he called me back * told me it was either a timi*g chai* or Celli*oid.&*bsp; But without taki*g it apart a*d *ulli*g warra*ty he could o*ly make educated guesses. But also he had to put 4 quarts of oil i* it eve* though it was **** miles from *ext oil cha*ge a*d the gauge read at 60% &*bsp;I have the ****. so &*bsp;I called sleepy hollow the *ext mor*i*g may 24th. They said they would gladly come a*d pick it up a*d the* it was a series of tag pho*e calls the first was that they cha*ged their mi*d a*d did *ot wa*t to pick up the car but would rather me drive it 50+ miles from ******* to viroqua I ki*dly decli*ed as I did *ot wa*t to drive a car dow* the freeway a*d the* a bu*ch of cou*try roads i* a car with a check e*gi*e light o* a*d maki*g the *oises So they fi*ally picked it up o* Ju*e 8th. I had to cha*ge my work schedule to coordi*ate with them as they said they must ha*d me the keys to a courtesy car a*d sig* a lease for it. About a week later I received a tha*k you card for my purchase dated Ju*e 9 (the day after they picked it up) their o*ly co*tract with me! I called them arou*d Ju*e *****. They had *ever tried to reach out to me at all duri*g this time a little over 3 weeks from whe* they picked up the car. They *ever called me to let me k*ow they had it or what they wa*ted to do with it or what was wro*g with it. I got a to* of apologies for *ot reachi*g out to me soo*er but that my car would be ready by the e*d of the week. That they had just go*e ahead a*d fixed it. A*d **** promised me that if I did *ot love the car as the repairs they made o* the car it would drive for a*other ******* miles before it would *eed repairs agai* a*d that if I did *ot love it I had 1 week to drive it or I could bri*g it back.&*bsp; I was satisfied. A*d waited for a pho*e call to let me k*ow it was ready. Fi*ally o* july 7th I called them agai* to fi*d out about the car almost 2 weeks past whe* **** told me the car would be ready a*d **** said oh yeah I was goi*g to call lets set up a time for picki*g up the courtesy car a*d bri*g back my car. Which was the *ext day at 5 whe* I got off of work (which I had just started o* the 6th). **** called me twice! At work. He was i* a pickle a*d *eeded the courtesy car back soo*er that day could they come a*d pick it up earlier * I called back * said yes. As I/it was at work a*yway. I was excited to get the car back a*d move forward! I asked the driver if he had the paperwork for what they fixed he said *o they did*t give me a*ythi*g. They just wa*ted me to switch the cars out. Si*ce I was *ow drivi*g shorter dista*ces due to the job cha*ge but still drivi*g to my daughters sporti*g eve*ts it took a couple of days to realize that the reverse part of the tra*smissio* was*t movi*g smoothly as I was getti*g to k*ow lear*i*g to drive the car agai* I did*t *otice that immediately but the brakes (or somethi*g else Im *ot a mecha*ic) were maki*g cla*gi*g a*d gri*di*g *oises right away a*d I just thought oh its bee* sitti*g for a couple of mo*ths basically a*d they were stiff but 4 days later the brakes were just getti*g worse both of these co*ditio*s were *ot a* issue whe* I was actually drivi*g the car orior to that &*bsp;So I called sleepy hollow agai* o* July 12th a*d asked for **** he did *ot retur* my call that day I called agai* the *ext ******* got ***** because **** had the day off. who apologized for **** *ot retur*i*g my call a*d he would have **** call me asap i* the mor*i*g. Of course I had to call him. A*d he said sorry I *eed to talk to sparky or somethi*g like that first &*bsp; ( I assumed Sparky is the ow*er of the compa*y) but he would call me at 9am the *ext day. Agai* *o call back. I called at ****am a*d asked for **** agai* a bu*ch of apologies for *ot calli*g me sparky was*t retur*i*g calls or texts.. he would sit dow* with ***** * discuss a*d call me back i* 10 mi*utes. 30 mi*utes later he called to offer me $8,000 for the car I paid $13000 plus dollars for.a*d that was a great deal as the car was o*ly worth $5000-6000 dollars *ow. I said that is i*sa*e I am *ot payi*g $5000 for a car that I o*ly drove for 3 weeks!&*bsp; He asked me what did I expect from a car that was ONLY ****** with 140k miles o* it. A*d that &*bsp;if I bought it from a private party I would have bee* screwed already &*bsp; Which is exactly why I bought a car from a dealership so that I would have support. **** also offered to take a look at the *ew issues a*d maybe fix them as a courtesy. I do *ot wa*t them to make a*y more repairs. It took 2 mo*ths to get the car back the first time duri*g which time I made loa* a*d i*sura*ce payme*ts o* a car that I was *ot drivi*g. I have bee* treated very disrespectfully by this dealership a*d the ge*eral ma*ager. Sleepy &*bsp;hollow k*ows that they sold me a ju*k car a*d they *eed to take respo*sibility for it a*d retur* my mo*ey to me i* full for the cost of what my origi*al loa* is for. Fixi*g it agai* or a* $8000 trade i* is completely u*reaso*able. I have bee* i*credibly patie*t a*d u*dersta*di*g through this whole experie*ce but I am do*e with it *ow. Please help this has bee* a 3 mo*th ordeal over what I thought was a good i*vestme*t. &*bsp;

  
  

  Tha*k you so much for your time

  Si*cerely&*bsp;

  Ti*a&*bsp;

  
  Regards,
  
  *********************

  Business response

  07/26/2022

       According to your letter, your vehicle worked fine for several weeks and then the engine failed. Sleepy Hollow picked up the vehicle, overhauled the engine, and provided you with a car to drive while performing the repair.  Sleepy Hollow covered the cost of the repair including the towing and courtesy vehicle. Is there something else wrong with the vehicle that you feel should be addressed? 

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