Complaints

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they use deceptive business practices. I called to be on their speaker phone while wife bought a vehicle. They kept hanging up on me so I couldnt be part of the negotiation. They refused to tell their names and when I asked my options they would just hang up. They would isolate her to pressure her into corrupt deals. I asked to speak with her and they refused to get her at one point. They are corrupt beyond all measure

  Business response

  06/14/2024

  This was a deal with Mr. ****** spouse, individually.  ************** was not a party to the transaction, and Earnhardt Ford was not in control over whether and to what extent the two spouses communicated with each other while ***************** negotiated the purchase of her vehicle from Earnhardt Ford.  Earnhardt Ford denies any misconduct in this matter.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car here primarily because I could not get the hood open. I paid $200 to get a full diagnostic & was told that the tech would check all the fluid levels, belts, hoses, brakes, etc as part of it. It turns out the dealership fabricated the diagnosis and recommended repairs which were not necessary. I was told my hood ************* were broken-this was a lie. **** told me that the technician removed plastic moulding on the pillar in the pedal box to look at the hood release handle & the parts on the floor from the tech taking it apart. **** asked if I wanted him to have the technician button this up before I picked up the car. I told him it was unnecessary. At NO time did **** inform me that my skid plate was placed in the backseat of the car & all its bolts put in the cup holder. Also, at NO time did **** mention that the tech had loosened & disconnected the turbo in order to reach the hood latch. Those pieces remained disconnected when the vehicle was picked up. No one knew about this. The only other item we discussed was the hood, which I asked **** to leave unlatched so that I could open the hood and work on the cable. He did leave it unlatched & told me specifically that the tech had placed a shop towel over the latch to keep the hood from closing. I went to drive the car and got a check engine light with a code for turbo failure. I then had to take it in & have a different mechanic shop reattach and tighten the turbo & replace the skid plate. Another lie I was told is that **** said it took his tech 4 hours to get my hood open. I have no confidence in this dealership whatsoever and none that my complete diagnostic on the vehicle was even performed. They just said there were no issues & all components were given a green rating except the in-cabin air filter which they said should be replaced immediately. The latch was never broken; I only needed to replace the cable to it. Im requesting a full refund of the $210.63 that I paid for this diagnostic.

  Business response

  06/13/2024

  Earnhardt Ford Sales Company is aware of Ms. ******** concern. We are happy to report that it has been resolved for a refund. It is our understanding that this matter has been resolved to Ms. ******** satisfaction. 

  Customer response

  06/13/2024

  
  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.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 3 2022, we called our dealership, Earnhardt Ford in Chandler, AZ, to inquire about bringing our truck in for an issue it was having that we couldnt diagnose on our own. When we called they told us we would need an appt for that diagnosis. We scheduled for the following Friday. When We arrived at the dealership on June 10, we were told the truck wouldnt be looked at for at least 2 weeks. (Why is an appointment set when the truck couldnt be looked at? I dont understand) We were not offered rental car reimbursement, a loaner car, OR a shuttle to get home. We were also not told when we made the appointment that the dealership operated on an as it comes in basis, otherwise we wouldve dropped the truck off the week prior. After being at the dealership for 12 days, we were told they diagnosed the issue and that it required a part be ordered from **** itself. One week later when WE inquired about the part/status of our vehicle, we were told it was not available and on back order with no ETA of when it would be shipped. (This part is a recall AND under warranty. ) On June 24, we were told they still had no eta on the part and that **** didnt have the supplier to even create the items needed to build the part. At no point have we been offered any accommodation for not having a vehicle. (We work full time and have 3 young children). We were asked more than once if we wanted to just pick our truck up and bring it back when the part was there. We asked if it was safe to drive because we couldnt risk it breaking down with 3 small kids + it being summer in *******. The response we got was oh yeah, its probably not safe, i wouldnt risk it Why ask then? So Earnhardt Ford would rather risk the life of my ******** and our 3 toddlers then just loan us a safe vehicle until the RECALLED, under warranty part, was available?

  Business response

  08/10/2022

  The dealership is aware of **************** concern. On or around June 10, the vehicle was brought to the service department where technicians worked on diagnosing the issue under the supervision of the service manager. The service department was able to identify a part needing to be ordered from the **** manufacturer.  ************ notes, the delay with the repairs to her vehicle were caused by the manufacturer, not the dealership.  Nevertheless, since the service departments completion of work, the General Manager has spoken with **************** and apologized for the inconvenience of delay from the manufacturer as well as lack of communication. However, the dealership expressly denies any wrongdoing, nor could Ms. ***** allege, that the dealership has violated any laws or regulations.  To the dealerships knowledge, the consumer is satisfied with the work and service provided as she has not reached out.
  
  *********************/Authorized Representative of the dealership

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩