ComplaintsforSpitzer Auto World Of Hartville

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Spitzer Ford shop that is subject to this complaint is at 543 W Maple St, Hartville, OH 44632 I have a safety recall for a new gas tank due to corrosion; I took my car to have the safety recall done, and Ford claims they cannot do the job because the car frame is too rusty, and their Twin-post lift will damage the frame. I asked them if they can manually lift it and get under it, like I do all the time for oil changes and other minor repairs. They refuse to work on a vehicle that they're entitled to fix; it's a safety recall that should be fixed for free and Ford is refusing to fix the gas tank, claiming the vehicle is "too rusty to be on the road" yet it is operating just fine and I can lift/work on it with no issue. Being a safety recall, there is no reason I should have to purchase my own parts or do my own labor. I was updated by Ford that I need this recall fixed, yet they're refusing to operate on my vehicle. Please help with a resolution through Ford; they will not hear me out at all.

  Business response

  08/31/2022

  This vehicle is so rusted out that we can not lift it. It is totally unsafe for anyone to try and the vehcle is not road worthy. This customer has tried to have several people work on it and they have refused also. We would advise the customer to seek another vehicle. As far as the recall goes he may contact Ford Motor Company of the issue.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 2021, my 2017 Ford Focus had to be repaired due to an improper installation from a Texas dealership. I had my vehicle towed to Spitzer and they completed the repairs as determined by them. Spitzer failed to provide pictures of the improper initial engine installation to the Texas dealership resulting in them not honoring their warranty causing my family to have to pay $770+ to Spitzer. After failed attempts with Texas, we contacted the Ford Motor Company and they contacted Spitzer only to have **** *he service manager threaten my family with lot fees until the issue was resolved (lot was half full). Had pictures been provided to Wichita Falls, they could've agreed to pay but due to lack of pictures by Spitzer, they refused. After reading the invoice there were 5-10 discrepancies cited found but only 1 picture was taken. They stated on their invoice that the car runs properly however, when I shift to reverse something on the front end rattles. Upon payment, they didn't disclose they were charging an additional $25 for pay at the shop charge. My family spent $40,000+ on two cars in 6 months at Spitzer and they treated us poorly over a $770 invoice and my car still isn't fixed!! ******* from the dealership called and offered to buy the Focus however, wouldn't help with the invoice.

  Business response

  01/07/2022

  BBB ID ********
  
  
  In regard to I* ********. The customer’s vehicle was brought to us because it would not start, and they said they just had work done at another place. We diagnosed the vehicle and found several items that were not done correctly that are stated on the invoice. We called the customer with an estimate of repairs and the customer gave us the information to contact the other repair facility. We asked if the customer would like us to proceed with the repairs and we were told yes. We asked also if the other facility wont pay should we still proceed, and they said yes. We contacted the other repair shop for the customer and even got the technician involved to explain what was wrong. We did not hear back from the other shop and tried to contact them back numerous times with no response. We even had our sales manager try to get ahold of them for payment with no response. The repairs were made. The customer contacted Ford and Ford contacted us to see what the concerns were and closed their case due to workmanship issues with the other repair shop. The vehicle does now start and that’s what it came in for. The customers states he now has a noise in the front end but this was not addressed, just the no start. No pictures were not requested until the customer had authorized the repairs and the repairs were done. The car sat on our lot for 3 months until we let them know that storage charges would start and then they picked it up.  The no start is repaired and was authorized before performing the repairs by the customer.
  
  
  **** *******
  Service Manager
  Spitzer Ford Hartville

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