ComplaintsforKlein Ford Inc

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 ***** Suburban earlier this year. It started having issues with a misfire so I took it in the week of Thanksgiving. Not even 2 hours after being returned my vehicle, it was misfiring again. I was charge almost 500 for nothing to be fixed. I was also in an accident, totaled my other recreational vehicle and was put in labor due to accident because no rental car was even offered. I returned the vehicle the next week and they have had my vehicle for almost 3 weeks. There is little to no communication from the dealership. When they do call, there is just excuse after excuse of why it isn't completed. If it's truly an injector issue like they say, then it takes a few hours to fix, not several weeks. Granted I do have a rental this time, but I'm about to have my baby and my 3 children will not fit in this rental. I dont have time or energy to continue to fight with this company to not have my car fixed. I talked to the ** today with no resolution other than telling me someone else went into labor and it's not even the person working on my vehicle. I would never recommend this company to anyone and would never go back to them in the future. Looking up reviews, their service department is horrible for everyone and they continue to get away with it. Something needs to get done. I'm a pretty good advocate for myself but i know most people aren't. So this is not only for myself but those who are afraid to speak up or can't.

  Business response

  12/22/2023

  Customer took delivery of  a 2016 ***** Suburban with ****** miles on 6/9/2023 this vehicle came with a 3 month/ 3,000 mile warranty from our dealership, On 11/20/2023 the vehicle was brought in with a misfire, the technician pulled a spark plug on the cylinder with a misfire and found it to be fouled out, We recommended with the age and mileage of the vehicle to replace all of them, We offered to cover half of the cost of the repair and the customer agreed.  A little over a week later the customer brought the vehicle back for a misfire code again, she was provided with a loaner vehicle upon dropping her vehicle off. The technician diagnosed the issue as a faulty fuel injector, We replaced all 8 injectors to ensure that she wouldn't have any issues in the future. The correct injectors were and currently still are on back order. Our parts department was able to work with multiple dealers/distributors in order to get a set of all 8 injectors. This did take a little over a week for us to get parts with finding them and having them shipped to us. We called the customer to keep her informed of the status of the repair however her voicemail was " not accepting messages" so we were unable to leave a message with a status update. The vehicle was fixed Monday 12/18/2023 and redelivered to her work place on Tuesday 12/19/23 in the morning free of any charges. There was no charge to the customer for anything involved in the 2nd transaction. 

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