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Complaint Details
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Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took the car in for service, and despite your teams efforts, I received my vehicle back in the exact same condition, if not worse. You applied an air conditioner cleaning kit, which you informed me is common for new carssomething I find utterly shocking. Not only did this so-called solution fail to fix the issue, but it also left a layer of dust and white specs all over the interior of my car. This was not only inconvenient but unacceptable for a new vehicle.Even after returning the car again, the issue persisted. To make matters worse, your service staff has been completely unresponsive. When I expressed my concerns to **** ****, who I personally took for a ride to smell the odor, he simply dismissed it, saying he couldn't detect anythingimplying he's "used to it" because hes around new cars all day. Thats hardly reassuring, especially when Im telling you that this is not a normal smell. It seems like a chemical leak being pushed through the air conditioner.**** left me with the impression that the entire A/C system would be replaced. It has been over a month now, and Ive received zero updates. When Ive called to follow up, Paloma promised to return my call but never did. I had to ***** **** down myself, only to be told that ************* were down for two weeks, so they havent been able to order parts or work on my car. Meanwhile, I was informed hes been taking his buddys cars to a different service shop that is operational, but apparently, my car isnt a priority.I even reached out to my sales **** *****, and after some delay, he told me no one can smell or taste anything wrong. And what was their solution? To perform the same cleaning kitagain! This is beyond frustrating and deeply concerning. I have two small children under 4 years old who have to breathe this air. This is a health and safety issue, and it feels like no one at **** is taking this seriously.
Business response
10/01/2024
We were not able to verify the customers concern but for customer satisfaction we tried to get the vehicle replaced but we were not able to do it. tried to refund the customer but customer wants us to fix the vehicle so we are getting with **** to see what parts to replace.Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ken Grody Ford of Carlsbad, CA (Carlsbad **** Dealership) owes me a set of ********** KA02 tires from purchase of a certified pre-owned 2019 **** Raptor, VIN: *****************.This purchase occurred approximately February 2021 with no progress with this issue. Initial agreement was new tires at first service interval, which occurred November 2021. That did not occur and I've been pressing the matter since then. Respective sales representative, ***************************, has been contacted multiple times per text/phone calls. I have contacted General Sales Manager, ***************** on 27 January, and a message was left for him. Due to military PCS orders, I am moving to ********, which will make solving this issue more complicated. All of my purchase documentation is currently packed/being moved to ********. I only have a few text message screen shots regarding the manner (attached). All I want from filing this complaint is assistance in completing the transaction of what the dealership owes me, a new set of stock tires within the next two weeks.Business response
01/28/2022
A new set of tires will be installed on customer's vehicle today.Customer response
01/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
The business handled the issue immediately upon reviewing my complaint. They handled professionally and expeditiously.This matter has been resolved and thank you to *************************** for facilitating this issue. He was very professional, tactful, and closed out the issue.Thank you.
Regards,
*****************************
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.