ComplaintsforGreenway Ford

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is ****** ********. On Wednesday 3/15/2023 l took my 2013 Ford F-150 to ******** **** ** to check for vibration in the vehicle. I was charged $300 plus for tire rotation, wheel balance, and and shop charges. I was told that the vehicle needed $1900 worth of repair which included brake work and lower ball joint replacement. Initially agreed to have repairs done but when they kept the vehicle all day and told me that all they had done was balance and rotated the tires it made me curious of the service. I informed them that l needed my truck to go to work and they let me take it asking me to return the next day to complete the repairs. The next day l returned with my questions of concern over their service. Though they continued to insist that l needed the work done, l elected to get a second opinion. That is when l was charged the $300 plus. I have since taken my vehicle to two separate repair shops one of which was a Ford dealership and the other an independent repair shop that stated that l needed none of the repairs that ******** **** ** was encouraging me to have done. I would like others to know that ******** **** KC service cannot be trusted for accurate auto analysis or they are complete scam artist. I feel that l was totally swindled by their service depth and overcharged for a wheel balance and rotation. Even if nothing can be done about the money spent, l want others to know about the tactics of ******** **** **** service dept.

  

  Business response

  03/23/2023

  *** ******** did bring his Truck in on 3/15/23 and stated that he felt a vibration at all times not just during braking. We had one of our Certified Senior Suspension Technicians look at the vehicle and he discovered that the lower front ball joint needed replaced to correct the vibration. We also made the customer aware that his brake pads were needed replaced in the near future. We quoted the customer $1900.11 for both of those items and a 4 wheel alignment. He declined the work except for the rotate and balance of all 4 tires. He was charged for the balance and the diagnostic of the original customer complaint of which he approved from the very beginning. I have looked at the writeup and have spoken to the tech and agree with his findings. The truck has 190k miles on it currently and needs some minor repairs to help maintain the drivability. We did nothing wrong and stand behind what we suggested. 

  Customer response

  03/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:  Because l accepted them doing all the work they suggested until they kept my truck all day and only performed the wheel balancing service  and two other repair shops checked my vehicle and said it did not require the work they had suggested.
  Regards,
  ****** ********

  

  Business response

  03/24/2023

  Keeping a vehicle overnight is common when addressing different problems. The customer was told that prior to us starting the service. 

  Sorry it caused an inconvenience to the customer.

  Customer response

  03/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because: l informed them that l needed my truck to go to work and told that it would be done and if l had not called them, they never would have informed me that my truck was not ready. When l picked it up is when l found out that all they had done was balanced the wheels.
  Regards,
  ****** ********

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made appointment with Greenway Ford for March 3rd to diagnose my car. I had previously installed a new battery and while doing this, the heater lost its memory on the degrees setting. At 60 degrees it was cold & 63 degrees it would blow 80 degree temperature. I arrived when they told me and dropped it off. I was told by ***** they would hook it up to there computer & diagnose it to find the problem & the cost would be $205 with tax. When it was finished, ***** said it works so I paid the $205 & left. After driving maybe a mile, it was doing the same thing. I called back to the dealership & ***** told me to bring it back on Monday. So on Monday 3-6-23 I returned the car, so again they could fix what should of been fixed on the 3rd. When I checked the car in on 3-6-23, I asked questions about my bill from Friday. First I see a recall that was a visual inspection of my door locks. The recall was not the reason I was paying money to fix something. Then the bill stated they did a 13 point inspection at no charge. I asked ***** if airing the tires was part of the 13 point inspection, absolutely she stated. I stated that was false, as i have a slow leak in my rear tire that I have to inflate every week & half & I had to put air in Sunday (they didn't put air in the tires). I left the dealership & when it was finished, I picked it up. This time after the diagnose i wa told 2 parts were needed. They provided me with a Customer detailed copy which a temperature Sensor was needed & the part cost $109.45 & $99.98 labor & i also needed a new horn, which worked when I took it in. I called another dealership, **** ****** **** in Liberty & I was able to buy the exact same Ford Temperature Sensor for $69.40. That is a 58% mark up. As I stated the horn worked when I took it in, I was able to crawl under the front of the car & check the horn, & i saw it did not have a good connection, I fixed it in a matter of minutes. They were going to charge me to replace the horn was $211.81.

  

  Business response

  03/23/2023

  Dale did bring his vehicle in and we did miss the notifying him of the low tire. That is a mistake and something we coached our tech about. The part need was exactly what was required to fix the problem. We pricing **** is speaking of is a little off because he didn't include taxes but making $27 on a part is not wrong or taking advantage of someone. We did not have one in stock and we had to pay extra to have it delivered to us. The horn does have a problem and its temporary working with the quick fix **** preformed but it will need repair soon.  Yes customers can save money performing the work themselves and finding parts at different locations but it usually is only a temporary fix. We stand behind the work we preform and have certified techs preforming the work.

   

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car has been in the shop for 2 months due to back ordered parts. The general manager said the extended warranty company would pay 10 days of rental car and the dealership would pay an additional 10 days toward a rental car. But only 10 days were paid to the rental company instead of 20 days. Additionally, I provided the dealership an email showing that Ford corporate would pay daily rental car fees up to 45 dollars per day. But the dealership has not supplied this information to the rental car company. The rental company has charged my credit card. The rental car has been returned. I am without a car while my car remains in the dealership’s shop.

  

  Business response

  11/30/2022

  Mr. ****** vehicle was in our shop for 2 months waiting on a back-order part from Ford Motor Company. We escalated Mr. ***** case with Ford to try and assist in getting the part sent to repair his vehicle but unfortunley it still took some time to get this resolved. We did agree to extend the coverage of a rental car for an extra 10 days and got the warranty company to extend the rental for an extra 5. But at the end with the customers assistance Ford Motor Company step up and paid for the entire rental charge and reimbursed Mr. **** for all expenses he had out of pocket.
  
  Everything should be resolved other than the inconvenience of which the customer was put through.

  Customer response

  11/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ****** ****

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle into the service department at dick smith ford for a oil change and to look at an issue of my vehicle shaking. When they lifted my vehicle they did not place the lift correctly and placed them directly on my running boards, bending and damaging my running boards. When I picked my vehicle up later they attempted to avoid addressing this. When I asked for further communication for addressing this I continue to get crickets. My service advisor and the manager will not call me back to address the damage caused by dick smith ford despite my multiple attempts to contact them for an amicable resolution…

  

  Business response

  05/12/2022

  We have contacted the customer and have ordered the parts to repair the customers stated issues. The parts will have to be delivered and painted before installation can be completed. 

   

  We are in consent contact with the customer. 

   

  Thank you

   

  ****** *****

  Dick Smith Ford

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The worst experience I have ever had in my life. I've never dealt with a company so unethical and irresponsible and I'm 68 years old. I took my car to Dick Smith Ford, on 2/22/2022 and they quoted me $1,818.11 and when I went to pick up my car on 03/09/2022 I had to pay them $3041.28 I'm addition to the $1,000 deductible I had already given them when I dropped off my car. I have the quote in writing. They said they had to do more work than they thought....but no body called me....no text, no phone call nothing!! When they found out how much the check was from my insurance company they wanted all the money! As I stated no phone call nothing the additional work was not authorized by me. Then they the people I spoke with lied on me and told their boss I cussed them out which is a lie I never did that, in fact when I went to pick up my car, I didn't say anything to anyone unless they said something to me. And when I did say something I was asking for a receipt for the $3,041.28 I had to pay to get my car. I was lied to and lied on. I was cheated and I feel like my money was stolen from me and taken advantage of on the worst way. I feel like they could have kept their word regarding the quote and at least had the decency to call me or notify me in some way. I wiped out my savings account what little I had and I had to get the rest of the money from my 85 year old Mother. That was my money the check was not joint and it was not made out to them. The lady I gave the money to her name is ******* and her supervisor's name is *******. Those are the only two people I spoke with.

  

  Business response

  04/22/2022

  I am familiar with this situation as I have already answered the ******** ********* office concerning a complaint filed there as well.  
  
  As we have explained to the customer,  it is not uncommon for body shop repair estimates to be vary from the time of the initial estimate to when the work is completed because it is impossible to know the extent of damage done internally until we get the vehicle taken apart.  This is the very reason all insurance companies allow for a supplemental estimate to be submitted once the vehicle is taken apart.  This occurs on nearly every body shop estimates.   If this was a customer pay situation as the complaint indicates we would have without question called and received authorization from the customer before completing additional repairs.   However, in this situation the insurance company was paying the claim, even though they were paying it directly to the customer.  
  
  So, in this case the process was followed the same as it is for all insurance claims.  We gave an initial estimate then once the vehicle was taken apart found more damages that was unable to be seen before taking it apart.  We filed a supplemental estimate with the insurance company which is completely customary and happens on nearly every body shop insurance claim.  Upon receiving the supplemental estimate, the insurance company sends an inspector out to verify the additional work is needed and then approves the total claim amount and either sends the money directly to us or in some cases to the customer who will pay us when the vehicle is complete.  In either case the maximum the customer would be required to pay is their deductible which in this case was $1000.  
  
  The customer states that we somehow found out what amount her insurance company was going to pay her and adjusted our estimate accordingly to ensure we got "all the money" and it just doesn't work that way.  The insurance company would never discuss payments to or from their customer and the only way they decide how much is going to be paid is based off our estimates (both initial & supplemental) which they inspect and verify the work is necessary before issuing payment for the claim. It seems to me that the customer is upset because she assumed she was going to be able to profit from getting her car fixed but again, that's not how things work.  At the end of the day, her vehicle was fixed to the specifications of her insurance company and all she was liable for to return her vehicle to the condition it was in prior to the damage was her deducible which is all she was required to pay.  It is misleading for her to say she had to empty her savings account and borrow money to pay for her repairs because it is just not true.  Her deducible was $1000 which she was required to pay the rest of the claim total as the difference was sent directly to her from her insurance company to pay for said claim.  If they did not send her the total payment to fix her car minus the $1000 deducible (although I'm sure they did) she should probably file a claim with the BBB against her insurance company.   
  
  Regards, 
  
  
  ***** *******

  Customer response

  05/03/2022

  This is in response to the letter Dick Smith Ford submitted to your office regarding the complaint I filed.
  Dick Smith starts off by saying in the first paragraph they said, As we have explained to the customer, it is not uncommon for body shop repair estimates to vary from the time of the inital estimate to when the work is complete.
  My response to that is first of all you have to tell the customer that information. Dick Smith Ford had my car from Feb 22nd to March 9, 2022 and I never received a phone call. And when I dropped my car off in  Feb no one told or explained anything to me.
  I understand that there could be more repairs needed. But no one called and told me. No one communitcated that information to me becasue they were too busy calling my insurance company.
  So what they are saying is since the insurance company was paying for the claim they didn't have to contact me. It's my car therefore, why wasn't I told or at least kept in the loop of what was going on at some point?
  I went to three different dealerships and and got 3 different estimates. I choose Dick Smith Ford, because they were the cheapest. I could understand if the check was a joint check then I could see why they expected the check to be given to them, but in this case the check was made out to me and me alone I could have gone anywhere I didn't have to go to them. If I wanted to profit I could have kept the entire check, if that was the case.
  In the third paragraph they say, that I said they somehow found out what my insurance company was going to pay. No I didn't say that because I already knew that they had contacted my insurance company to find out how much the check was. Dick Smith Ford said they didn't do that, Dick Smith Ford, said the insurance company would never discuss payments to or from their customer. NOT TRUE. Dick Smith Ford, called my insurance company that's how they found out how much the check was for. Her name and number are listed below.
  My insurance agents name is ***** sorry I don't know her last name, her phone number is ** **** **** **** she can verify that Dick Smith Ford, contacted her several times and asked how much the check was for and she told them the amount of the check, which was none of their business.
  So when they say in the third paragraph. ...the customer states that we somehow found out what amount the insurance company was going to pay her and adjusted our estimate accordingly to ensure we got all the money.
  That is exactly what they did....
  I couldn't have said it better myself.
  And I'm sure it's not the first time they have done something like this.
  All I was expecting to pay is what I was quoted in writting
  $1 ,818.11 maybe a little more than expected but over $3041.28, what a coincidence that the amount of the check was the same as the repairs for my car??? But yet no one contacted my insurance company. It's too many conflicting statements in their letters.
  Once they found out how much the check was there was no need to verify or inspect the work. As far as me profiting t could have taken my money and car to whomever I wanted to but I choose Dick Smith, again because they were the cheapest. Again that's none of their business they just should have been concerned with what they were suppose to be getting.
  No it's not misleading for me to say, I whiped out my savings and borrowed money from my 85 year old mother to get my car, it's the truth. Because like I said I was only expecting to pay what they quoted me. Anything beyond that was none of their concern.
  They don't know what occurred between the time they had my car and when I picked it up.
  What they did was unethical, untrustworthy and they took advantage of me in the worst way. I never used any inappropriate language at any time.
  

  
  

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