ComplaintsforKerns Ford-Lincoln Inc.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/21/23 I bought a 2018 Nissan Sentra from Kerns Ford. We had issues with it including not knowing when the last oil change was, and the tires were in pretty bad shape. I contacted the dealership and was told by **** ***** that they weren't sure about the oil change since it came from their St. Marys store. Not very helpful at all. The tire blew on the road on 12/15, and there was no spare tire in the car, so we had to have it towed to a mechanic. Then the transmission went out in 4/8/24. We had an independent mechanic inspect and confirm that the transmission was junk. Contacted kerns and was handed over to the service manager who wanted to charge $90 to inspect the transmission themselves. We offered to show him the independent mechanics paperwork, but they declined. We didn't feel the need to waste $90 plus the tow truck charge to get it there when we knew the transmission was bad. Contacted St marys kerns and were told they could work on it or send it to Nissan to have it fixed. Towed it there and were told Nissan couldn't do anything about it. Kerns said they couldn't fix it either. Talked to **** from kerns celina who said there was nothing more they could do. He reminded us about the "as is" condition of the vehicle when we purchased it. I reminded him that it was a $13000 5 year old car with 94000 miles on it that we had for 10 months when the transmission went out; and I would be embarrassed selling substandard vehicles under the kerns family name. We were willing to pay to have it fixed by them, just wanted some help and understanding on kerns part.

  Business response

  08/19/2024

  This is in response to complaint ********

   

  The customer purchased a 2018 Nissan Sentra with 91,148 miles on 6/21/2023. At that time we sold the vehicle with a 30 day or 1,000 mile limited powertrain warranty. We offered the customer a Extended service contract, hower they declined.

  We had not heard from the customer until she called in with her service problem over 13 months later and and almost 15,000 miles.

  She is correct that we would not take someone else's diagnosis and charged her $90. After looking at the vehicle it was determined she did indeed need a transmission. We gave her a estimate and even tried to get her a credit loan so she could make installments. Unfortunately she was unable to qualify. 

  Here is where confusion comes in on Kerns Ford part. Customer has never came to claim car since i believe July 29 2024? Customer has also not paid the $90 checkout fee. We were called by her loan provider and they notified us that the vehicle had been voluntarily surrendered by the customer? 

  Kerns Ford is confused as to how they would be liable for a used vehicle 13 months and almost 15,000 miles later? 

   

  Sincerely

  ****** *******,GM

  Kerns Ford

  Customer response

  08/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: We were not offered an extended warranty. Most warranties aren't worth the paper they are written on anyway. We bought the car in June of 23, it broke down in April of 24. That's 10 months. We called kerns in late April. We didn't take it in because we didn't want to pay a tow and a fee just to have them tell us what we already knew. We tried other independent mechanics, but could find none willing to work on a CVT transmission. So we tried kerns again after our other options were exhausted. All in all we were sold a 5 year old car with under 100000 miles on it and it broke down after 10 months. As previously mentioned there were other issues as well. As for the car still being at St Mary's; excellent communication. We have called that store repeatedly and told them to keep it. The St Marys service manager knows about it and said ok, we'll keep it. St Mary's Kern seemed to want to help. GM financial knows about it and even told us to contact a manager to complain. They were shocked the dealership refused to help. Kerns in Celina sells junk.

   
  
  Sincerely,
  
  ******* *******

  Business response

  08/22/2024

  Kerns Ford is more than a little confused by this whole complaint. We are definitely understanding to the customers thoughts. However, this situation makes no sense. Here is our final position.

  We have included in this email the signed waiver of service contract and the repair order. The customer was 100% offered a extended service contract which they declined..Also the Ro is included to show the date we received the vehicle to be checked out. Do i believe the customer called previous? yes. However this is the date the vehicle made it to us.

  Our points are this.

  1. The customer owned the vehicle 403 days from purchase to repair order.

  2. The customer put 14,979 miles on the vehicle.

  3. Our understanding is the customer doesn't even own the vehicle anymore? The bank does.

  To whomever it concerns at the BBB, please close this complaint

  Customer response

  08/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: Not understanding the confusion. We were sold a 5 year old car that lasted 10 months. Not 400 days. As stated previously, we contacted other mechanics first to get it fixed. We contacted Kerns a few weeks after the car died; not 2 months later. Is Kerns saying the warranty would have covered the repair? Their actions say otherwise. I would be embarrassed a car I sold didn't last a single year. A thousand dollar clunker i would understand, not a 13000 5 year old car.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle May 31, 2024 and immediately had to return the vehicle multiple times for repairs. I had a 30 day warranty and the repairs that were needing done were covered under this warranty. I was told multiple things were being done to my vehicle. After 48 straight days, I picked my vehicle up on August 8, 2024. Two days after picking my vehicle up, I started having the same problems that were supposed to be fixed. After taking my vehicle to a different, trusted mechanic, I am now being told my vehicle needs a completely new engine. I was also told by my mechanic that all of the repairs that I was told had been done, had not been done to my vehicle. I was lied to multiple times by the dealership on the things that were being done to my vehicle. These problems were covered under my warranty and should have been fixed. I also had problems while trying to do my title transfer and get my plates/registration for my vehicle. I found out the vehicle was not titled to the dealership until June 28, 2024 (almost a month after they sold it to me.) I received a call from the BMV on August 7, 2024 letting me know that my title work had finally come in. I received a call from the dealership August 8, 2024 letting me know my vehicle was "fixed" and "good to go." I was mislead into thinking this was a good running vehicle when in reality it was not. I was never told how serious the engine problems were but lead to believe it would be a quick fix and that they were taking care of the problem. Due to their lies, I am now looking at an $8,000 repair for my vehicle that should have been covered under my warranty.

  Business response

  08/19/2024

  This is in response to complaint #********
  
  Mr ****** purchased a vehicle from us on 5/31/24. with a 30 day/1000 50/50 split on parts and labor mile powertrain warranty.The customer at that timed declined a extended warranty contract(enclosed) The customer came in on 6/1/24,Saturday< with a check engine light.Vehilce runs great with no problems other that a check engine light P0172 code. We placed the customer in a loaner vehicle and scheduled for service on Monday 6/3/24. on Monday we brought vehicle in on ro 18524(enclosed) and discovered it had a p0172 code(running lean).Vehicle shows no signs of misfire or mechanical problems. We pulled records and found GM had a technical service bulletin(TSB) to replace the high pressure fuel pump. We ordered the pump from ebay which took a some time to recieve and replaced the pump. Total cost was $342.50 and we signed we gave the customer a goodwill policy(no charge )and they took vehicle on 6/12/24.
  The returned on 6/13/24 with the exact same code P0172. And vehicle runs and drives great except for the code.  At that time we called the GM store in town and they asked if we did a fresh Oil change after the pump change> so we did oil change reset code and hired a driver to drive the vehicle 125 miles. we wanted to make sure that the code was not going to come back on. When driver returned the vehicle had a pending p0172 code.At this time we called the gm store and they asked if we had installed a new gm pump. We had installed a aftermarket pump and not Gm. At this time we felt it was best to dispatch it directly to a Certified GM shop.  On 6/17/2024 the Kerns GM store installed a new(again) GM direct high pressure fuel pump and 2 lines and performed a oil change(Bill enclosed for $1178.14). We again hired a driver to drive the vehicle 125-150 miles. When the vehicle returned it at a active CEL(check engine light) for a P0172 code. Vehicle again shows no other signs of driveability problems,just a check engine light on.
   We again  dispatched the vehicle to the GM store in town and the installed a new MAF sensor(mass air sensor)bill of $300.48 enclosed.returned the vehicle back to us on 8-1-24. We hired drivers over multiple days to drive this vehicle to see if the code came back on,which it did not,and customer picked up the vehicle on 8-8-24. At that time we extended a good will policy and presented the customer with a bill of $0. Even though the waranty they had called for a 50?50 split. We did have customer sign a good will policy (enclosed) and waived their 1/2 
  We have not heard from the customer,8-8,until we recieved the BBB claim on 8-14. We assumed the vehicle was running fine with no P0172 code present since we had not heard from customer. .
  
  customer states there mechanic couln not find any new parts other than a high pressure fuel pump. The vehicle has pump,line and MAF sensor. All of these parts can be verified from invoices included,which was done at a certified GM shop
  
  

  Customer response

  08/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Kerns has not been able to provide proof of the work that was done on my vehicle except for the high pressure fuel pump and an oil change. We were told at 3 different times, including the day that it was picked up, that the exhaust manifold was replaced. Yet no proof of that work has been shown, along with other things. We were also told that it was throwing a code for a bad Catalytic Converter but the code was reset. That problem was never fixed. We were told this was a good running vehicle, when in reality it should have never been sold. A couple days after picking it up, we are now being told this vehicle needs thousands of dollars in work to be a good running vehicle. Our mechanic says the problem was never fixed to begin with.

  Dealership says they haven't heard from us...after keeping someone's primary vehicle for 48 days straight and still not fixing the problem, why would we return to the dealership?

  I would like proof of ALL of the work that was done. The only invoice that was provided was closed out on June 3, 2024, which was after the first time we picked up our vehicle. What about the work that was done the other 3 times we had to return our vehicle?
  
  Sincerely,
  
  ****** ******

  Business response

  08/20/2024

  We included the repairs and parts in our response. I can see them in here as attachments.  The vehicle threw a P0172 code. The diagnostic tests and TSB led to cleaning MAF sensor. Than checking O2 sensor.  At that time we replaced the high pressure fuel pump and performed an oil change. 
  when the vehicle was brought back with the same P0172 code we dispatched to a certified GM shop where they installed a OEM high pressure fuel pump in place of our after market.  
  

  The 3rd time it came in with a P0172 code the Mass air flow sensor was replaced.  We drove the car 125-150 miles and did not get a check engine P0172 code or light. 
  

  We are confused as to why the vehicle needs a motor?  This vehicle demonstrated no drive ability concerns. Meaning it does not misfire at all. Other than the check engine light coming on you would never know anything is wrong with the vehicle?  The P0172 code is to my understanding a reading from the car for burning lean. And it has absolutely no drive ability concerns.  That was the problem getting it repaired.  
  

  We never experienced a catalytic concern at all.  Which the paperwork will show. 

  We did all the repairs internal at $0 cost so all paperwork was at that time internal.  
  

  We are very concerned and interested in the out come of this vehicle.  What is the diagnosis or check engine light that is warranting an engine replacement. 

  Customer response

  08/20/2024

  
  Complaint: ********
  
  2 days after picking our vehicle up, we started having the same problem that we have had since the beginning. The following Monday after picking our vehicle up, we took it to a mechanic closer to us. It is throwing 2 different codes at this time. P0172 and also now a P0420 code. This vehicle has a terrible idle with the RPMs randomly spiking and has died multiple times while stopped at stop lights/stop signs. The engine is burning oil at about 1/2 a quart every 450 miles. I was told we could replace the cat but without fixing the engine itself, we would be right back in the shop with the same problems in 3-4 months because it would just "gum" everything back up.

  My options are: Replace the cat (every 3-4 months), replace the pistons in the engine or have a new engine installed to stop the burning oil problem.

  We also had to replace both oxygen sensors 3 days after picking our vehicle up.

  Sincerely,
  
  ****** ******

  Business response

  08/20/2024

  As I believe everyone can see Kerns Ford is taking this complaint very serious.  We do so even as we are being slandered all over the internet and social media(google reviews and customers facebook page). 
  This vehicle did not have any drive ability concerns any time it was in the shop, or the GM shop. .  The timing chain was good, and it was burning or losing no oil.  Absolutely no drive ability issues just the P0172 code which was fixed by the Mass Air Flow Sensor.  
  The customer claims that they have a reliable, trustworthy mechanic.  $8,000 is unheard of for a motor. A quick search shows us that a motor can be purchased from Auto zone for $3200 or advanced auto parts for $2950. We believe that both of these motors would carry a 3 yr/100,000 warranty. To help the customer out and allow them to move on from this situation. We Kerns Ford would write a check to the consumer for $3,200 releasing  us from this complaint.   A remanufactured motor would have at least a 3 year/100,000 warranty and 0 miles.  We would think since they purchased a vehicle with 56,000 miles they would be able to pick up a used comparable motor and have it installed for close to our $3200 offer.  
  They  purchased a vehicle with a 30 day/ 1000 mile warranty with a 50/50 split.  The $3,200 check to them and previous repair covers well over a 50/50 split. We of course question putting a motor in a vehicle that on 3 occasions did not ever exhibit drive ability issues or concerns    We believe this to be a more than fair offer if accepted we would need to email the customer a release form to be signed before the check is mailed out. 
  

  Customer response

  08/21/2024

  
  Complaint: ********
  
  We were quoted $8,000 to replace the engine in this vehicle. The $8,000 includes the new engine (being purchased through NAPA with a 3 year/100,000 mile warranty) and also all labor costs to remove the old engine and install the new engine. We appreciate the quick response and the actions being taken by Kerns Ford to help us get this problem resolved. We would like to except the offer of $3,200 from Kerns Ford to put towards the repairs needed to get this vehicle back on the road and safe for our family. We would also be glad to sign any forms needed from the dealership and agree to close the complaint we have against Kerns Ford once the check is received. Any forms can be sent to ********************* and we will get them back to the dealership ASAP.

  Again, we would like to thank Kerns Ford for taking this matter seriously and responding in a timely manner.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2021 Hyandai Kona, when purchased it was sold to us with a factory powertrane warranty. 2 days after purchase, there was an oil leak. ***** scheduled it to be fixed with hyandai under the powertrane once the car got to hyandai, they informed us the the warranty was restricted on the motor, due to prior ownership and neglect. They don’t know anything about the motor or history and ***** keeps running us in circles instead of making the problem right. This is auto fraud, my rights as consumer have been violated and it has caused loss of pay to go back and forth, the value of our car has dropped by almost 8,000.

  Business response

  11/17/2023

  This is in response to complaint #******** ***** ******. Mr ****** purchased a 2021 Hyuandai from us on 7/31/2023 (purchase order enclosed)  Mr ****** purchased the 40,769 vehicle under our 30 day/1000 mile 50/50 powertrain warranty.(enclosed) . We offer the customer a extended service contract, which they declined(form enclosed) On 8/5 customer called and said they had a transmission leak  We scheduled him and vehicle was brought in on 8/7 with 40,957 miles. We found a radiator hose that was allowing a leak. We replaced clamp for a no charge to customer(good will and RO attached). After receiving a call a couple days later from Mr ****** that the vehicle still had a  leak we brought the vehicle back in on 8/10. We dicovered that the oil pan was seeping. we called a Hyuandai dealership looking for any TSB's and was told that the repair would be covered because the vehicle had warranty. That dealership was busy and scheduled out to November and advised the customer.   

  The customer went to their appointment this month and was told the vehicle did not have the original motor. We called that dealership to verify and were told the motor vin did not match the vehicle vin. We informed the customer we would do the repair at no cost  the vehicle was out of our 30 day /1000 mile warranty. However the original complaint started just days into the purchase(good will form enclosed. Since the repair the customer has been been in our dealership and called many times. Including around 5 email correspondences with myself today. The customer at this time has no complaints about the mechanical or driveability of their vehicle at this time. We(***** ****) have zero knowledge of a different motor. We do know the Hyuandai has a national problem with motors in some of their vehicles, A Hyuandai Kona being one . Maybe it is possible that the previous owner had the motor replaced? Possibly under guidance of Hyuandai? We do not know. We did offer to split the cost of a 2year/24000 mile warranty with the customer. However they declined. We feel we have done anything and everything possible to help this customer . And well above and beyond what most dealerships would do.

  ****** *******, GM

  ***** ****

  ************

  Customer response

  11/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I made efforts to reach out to the general manager weeks ago, I did not receive response from him until today. The things he said he provided is true, but we were sold a vehicle under false pretenses that it had a factory powertrain warranty. Nothing was ever disclosed that the motor had a restriction with the warranty. When contacting multiple car lots and asking them to trade-in value it’s around 17,000, once telling them about the motor and the restriction, it cut the price of the trade-in value almost in half. We put $10,000 cash as a down payment on this vehicle. We initially tried to work with the dealership on a trade-in, and the car was 5000 more than the Kona. We were willing to accept that trade-in but at the same payments. They did not accept that, and that is when they tried to offer a warranty through *****, that they initially said we would pay half of. Once learning that the value of the car has been cut in half due to the motor issues, I have had money stolen from me from the dealership. I will go to a couple dealerships and get copies of what the trade-in value is with the motor the way it is. So you can be provided with the loss of money that we are taking. 
  
  Sincerely,
  
  ******* ******

  Business response

  11/20/2023

  Im a terrible typer so bear with me. The customer has talked to at this dealership *****, ***,**** and now myself. ***** handles all of the day to day at this store. We communicate on every subject at all the stores. With that being said, the response that ***** gives is in all honesty the only response that anyone will receive.I believe the customer had asked at some point who was in a higher position in case she didnt agree with  the outcome, what would the process be, and ***** informed her that I was the person above him. So I been up to date on the entire process. I run a very tight system at all of the stores. If a customer calls in to any store and I am not available, we do  not use voicemail, a handwritten message is presented to me. I have never received any messages from this customer. I personally handle and disperse every single email lead that is generated in the ***** organization so when I received the customers request, I automatically responded.

  With that being said here is our position on the problem at hand. We sold a vehicle, paperwork was enclosed, with a 30 day/1000 mile powertrain warranty.We offered at the time of purchase a extended service contract which the customer denied(previously submitted) If it had or has factory warranty was not of our knowledge.Our paperwork definitely re-enforces the previous statement.  Although, I do believe it still has some limited warranty from the factory,just not engine coverage? I maybe wrong on that, I am merely repeating what the owner told ***** and ****. 

  After the initial contact with the customer we decided to cover the cost of the oil pan repair under the 30day warranty. We agreed to pay for the repair in full only under a one time goodwill policy. That paperwork has also been enclosed.

  As far as the trade or purchase value of the car? Why other dealerships are giving such low values I have no idea. Our offer, on a clean vehicle that has no problems,and one that the customer has zero mechanical complaints on is $16,000. We will be more than willing to write the customer a check in that amount as long as the vehicle is presented to us in the same condition that we last appraised it in.

  In closing I would like to add the customer has zero current complaints about their vehicle Other than the oil pan gasket ,which we ended up paying for in full under the goodwill policy, the customer has at no problems in the 4 months of ownership. I believe they have a extremely nice preowned vehicle. 

  Customer response

  11/21/2023

  
  Complaint: ********
  I am rejecting this response because:
  Again…. You sold us A vehicle under false pretenses that it was still under the 60,000 mile factory powertrain warranty. Your dealership even made the appointment through Hyundai, the appointment was made as warranty work, that your dealership scheduled. 
  There has been other mechanical issues and I addressed it to the sales manager that anytime the heat or AC gets turned on there is a loud rattle and the car looses power. Since receiving the vehicle back from *****, we’ve still yet to receive anything about the motor, has it replaced or rebuilt? At this point this motor could be salvaged, we don’t know and your business has still yet to be able to tell us anything about it. We would have never spent this much money on a car that we didn’t have that piece of mind and security knowing it was covered under the factory train warranty. And I have requested to speak with you, the general manager on 3 separate occasions, 2 in person and one by phone, every time it was “he’s not available right now, can I help?” At the end of the day had this been handled when the issue was first addressed, we would have requested to look at other cars. It is not our fault as a consumer that your car lot schedule A powertrain warranty appointment two months out is not our fault as a consumer that your business did not do its job and make sure of the history of the car before deceiving a customer.  I was also a BDC manager, and I know that the service advisors can see the warranty coverage on the vehicle. And the warranty has had a restriction which means someone knew and didn’t tell us. And Hyundai doesn’t have a reason to lie to you guys, but if you guys sold us a car, finding that out, when you went to make the appointment for the powertrain warranty, that should’ve been disclosed it when the information was pulled up by the advisor.  Have you gotten any information on that motor yet? At the end of the day, this cannot be resolved until we even know what we have here. 

  Sincerely,
  
  ******* ******

  Customer response

  11/21/2023

  [BBB Transcription via Email]

  I wanted to add to my complaint response that we never turned down the warranty, we just said the warranty wasn’t enough especially under the circumstances. Thank you

• Initial Complaint

  10/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2019 Dodge Journey on 9/20/23 on 10/20/23 the engine shut down. Found out from another dealership that worked on it that it had a junkyard engine in it, and it needed a whole new engine, the vehicle supposedly had 46,000 miles. Kerns says they had no idea about it having a junkyard motor but yet told me the vehicle had a power train warranty. The sales manager stated “we don’t check every detail of the cars that we sell, we just make sure they run and don’t have cosmetic damage, nor do we run a CARFAX because we don’t want anything preventing a vehicle from being sold” They are denying all responsibility and blaming others. The vehicle is undriveable and is in Tennessee. Kerns refuses to tow it back, said I need to do it. The salesman has harrased me on Facebook and I have blocked him. I have contacted ********* who we financed through and they filed a complaint stating I was sold a lemon. Kerns won’t acknowledge that the engine was swapped, they won’t tell me about this engine even though I was told twice they would find out about it and see if it had a warranty. They have been lying and twisting my words and have tried to make this all my fault and saying the other dealership misdiagnosed the vehicle. I did mention on 10/11/23 that we noticed it was leaking oil, we worked until we left for vacation and couldn’t bring it in so my husband put a sealant in it and it stopped leaking. I was told after we broke down that they could have picked up the vehicle to look at it then blamed me for the problem. There has been several people who have had engine problems from this dealership which I found out after the fact. All I want is for them to take the vehicle back and we all wash our hands of this situation. This breakdown cost us almost $3000 with everything and I would like reimbursement for that but willing to forgo the cost if they just buy the vehicle back and I can buy a new vehicle. I expected more from a so called reputable dealership.

  Business response

  11/20/2023

  This is in response to complaint ********

  I will handle this response as close as I can in the manner the customer wrote their complaint. The customer purchased a Dodge Journey on 9/20(buyers order enclosed). The customer contacted her salesman sometime around Oct 6th. at that time ****** told her to contact the service department and we would get it in and checked out. ****** also notified management stating she had a oil leak. and would be contacting us for a appointment .At the time of the sale they also signed a purchase order, extended warranty waiver and a buyers guide for a 30 day/1000 mile 50/50 powertrain warranty(all enclosed).

  On 10/23 we were notified that her vehicle was broken down in Tennesee. She informed the salesman that they were replacing the starter and battery and the repairs were going to be $1900. The next day or around than we were contacted by the customer and notified that they were informed they needed a motor. We contacted Stinnett jeep and asked the service manager to send over the repair order so we could see what was going on.(enclosed). we also notified the customer that we would help in anyway we could,  Including honoring the 30 day/1000 mile warranty with a goodwill even though they were out by time and miles. It was at that time we became aware of a facebook post that was full of complete falsehoods that the customer had created. And  it was at that time that we notified the customer that we were done trying to help.

   

  Now to go into a breakdown of the customers complaint. The customer Did Indeed have a powertrain warranty. They were given and signed for a 30 day/1000 50/50 mile powertrain warranty(enclosed). Which we were willing to honor even after the time and mileage was expired. Except, we discovered the customer never did schedule a appointment with our service department over the initial oil leak. The customer stated they didnt have time,her exact words in a text message after the vehicle broke down . The customer also told us her husband put "RDK sealant or something like that to stop the leak". While a sealnt may stop a leak. It will do more harm than good, especially if you are driving to Tennesee with the distance and mountains placing that much strain on the motor. As far as the customers stating what the manager said, all of that is absolutely absurd. We run a thorough inspection on every vehicle that we plan to retail on the lot. This particular vehicle was ran through the shop and we replaced 4 tires, RH foglight cover and windshield wipers(enclosed). We take Great pride in our 115 point inspection we provide. And I, ****** ******* ,look at every single Repair Order and am The okay on every single one. 

   

  The salesman did not harass the customer on FB. He merely pointed out on her post the inconsistencies and untruths. Which at that point she blocked him. We encourage everyone to express there opinions and share their beliefs, until fiction replaces the facts. 

  We do believe the other dealership misdiagnosed a large part of the diagnosis. We do not see why the customer was charged for a battery,battery cable, inspection of the flywheel and a starter. However, we are placing no blame on that dealership. Had the customer scheduled the appointment to get the possible oil leak looked, like she was advised,  instead of putting stopleak or whatever product they used. We all could of possible  prevented what has happened.

  ********* is where the customer obtained financing. However, ********* has not contacted us to this day. And most definitely would not contact us to state the customer was sold a lemon. We were more than helpful in our response throughout the process. That is until the FB post from the customer came into play At that time we pulled the offer off the table. .  

   

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2014 Chevy Cruze blew engine before first oil change due car never over heated or ran low oil an **** extended warranty won't pay for

  Business response

  07/25/2022

  We have been contacted by consumer. We let consumer know that we are more than willing to help with parts and labor pricing if she gets the vehicle to us. When we contacted the warranty company they told us that it was written up as a overheating problem by the shop consumer took vehcile to. I do not believe the warranty had sent a inspector out? We notified the consumer to reach out to the warranty company and request a review and a inspector. We were not contacted back by the consumer. so we assumed she had reached out to them. we stand behind all vehicles we sale. At the very least if the consumer gets the vehcile to us we will assist in breaks on labor and parts even though they are past our 30 day or 1,000 mile powertrain warranty we provide.

  Customer response

  07/25/2022

  
  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.

  From: ***** ******* <***********************>
  Sent: Monday, July 25, 2022 10:26 AM
  To: Info <******************>
  Subject: Re: You have a New Message from BBB Serving NW Ohio & SE Michigan, Complaint #********
  
   
  
  ***** reached out to me as soon as possible and are trying to work on getting the car back to them an help get the warranty to cover they believe it was miss wording to warranty company that got the claim denied so they are doing all that can to try get me back on road.
  
  
  Sincerely,
  
  ****** ** ***** ****

  Customer response

  08/01/2022

  [BBB Transcription via Email]

  ***** ******* *** *** ***** **** ** ** **** **** ** **
  
  Yeah they reached out said that they help to remove complaint have not done anything to help with car or call me back 
  

  
  

  Business response

  08/01/2022

  We explained on Friday that we are more than willing to help her out.  However, consumer has the vehicle at another shop and that shop has torn the motor down.  She needs to get us the car and all of the parts. 
  

  From what we gather from speaking to consumer and warranty company . The shop she took it to possibly wrote up the repair bill wrong. They possibly did not disclose what the actual original problem was.  But, we are willing to help any way we can. 
  

  we have also advised consumer that they need to firmly request that the warranty company sends out a adjuster to the vehicle. 

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