Complaints

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck in to have my transmission checked yesterday due to it making a noise, and I was informed that the the process would take two hours. I was asked if I would wait for my truck and I stated that I would go to the grocery store, unload the groceries, and Waited at home for a phone call. At noon I still did not have a phone call nor my Truck . I called and the receptionist was at lunch, and someone who works in the service department stated that they had dropped the transmission pan and started working on the transmission without your permission. I received a call that my truck was ready and I informed that person that I wanted to speak to a manager when I arrived. I arrived at 3:30pm and I spoke to a manager Named ***** *. he acted like they could do whatever they wanted to do. I stated that they could have at least called me to let me know what was going on with my truck. I informed them that I would be calling the bbb. The only permission I gave them was to check out my transmission, and the lady that checked me in stated that they would put my vehicle on a machine and drive it around and that should only take two hours. That is not what happened. They should at least call and let customer know what they are going to do their vehicle before they do anything.

  Business response

  02/06/2023

  This email is in reference to ****** ****** that large a concern based on an experience here at Gem City Ford Lincoln. ****** brought his vehicle in with a transmission issue. We initially began diagnosing the transmission concern and thought that it would take a few hours. It took longer than anticipated, and a repair was found that needed attention. We were aware that the vehicle was under warranty, and that it could be repaired right then, but needed some additional time. Our service advisor should have communicated better with the customer during the repair process, but overlooked, making a call to the customer in a timely manner. We did do the repair at no charge to the customer. Our intention was to get it, replaced in a timely fashion to help avoid any inconvenience of not having a vehicle in working order. We should I reach out to the customer during the repair to let them know about the nature of the repair and time involved. I conversed with the consumer after the repair when he had a concern about the transgressions. I apologize about the situation and reassure the customer that we would take steps to do a better job with future customers, including him. There was no effort on our end to charge him at all of our services, or take a vantage of him in anyway. I coached our staff in an effort to have a higher standard of service in the future. ****** was understanding and accepted. Our apologies. Thank you for your attention and let me know if you have any further questions.
  

*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. ↩