Complaints

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we purchased our lease 2021 **** expedition from stoneham ford in august 12 2021 in november 2021 it went into the dealership for a recall. when we got it back it was loud and had no air conditioning we waited until spring of 2022 to send it back to be fixed. they said "no leaks' so they refilled it and blamed the mechanic who they said they fired for wiring it all wrong. so spring of 2023 no air conditioning again. sent it back to stoneham ford. they refilled it and said all set. now spring 2024 june it goes back to stoneham ford for no air conditioning again. they refilled it and said they need it again because they cant find a leak. july 1 they take it back and said the leak in in the rear and its due to "dog fur" and wont warranty that. 3 years later? i also had to pay them $480 to diagnose it and $84 for a rental for a day. they also told me they will not take it back unless I fix it. so now im being strong armed due to a defective part that they wont warranty and used and excuse. i contacted **** and filed a complaint. they said they should have fixed it. i also contacted the Attorney generals office about this matter..

  Customer response

  07/13/2024

  I have not heard from the business in response to my complaint.   Not directly I have not heard from them.  They sent me a check to cover what they charged me but they did not resolve the broken air conditioning system. 

  

  Business response

  07/14/2024

  Hello,
  
  In response to the customers complaint that performing recall ***** may have caused his A/C issue is not possible. If the incorrect performance of the recall had anything to do with the A/C system the front A/C would not have been working as well as the rear. The cause of the issue was the blockage of the rear evaporator (with the dog hair) preventing the air flow to allow the system to create cold air. **** will not warranty the inop ac part due to excessive dog hair/fur in the system. We can provide photos if necessary.
  
  We will refund customer $580 for the Diagnostic Fee and the rental vehicle.

  Customer response

  07/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] the reason I do not accept this excuse is because the air conditioning did not work in the front or back. We had no cold air at all in the vehicle.  They know this its all documented in their files Im sure.  They had 4 reasonable attempts to correct it.  They chose not to.  They just refilled the Freon and said no problem found.  So why after 2 months into our lease did we lose air conditioning throughout the entire vehicle?  It is faulty equipment and they dont want to stand by the warranty.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  08/02/2024

   

   

  In regard to ********************* we feel we have already gone over and above regarding his compliant. We gave him a full refund for the diagnostics and mailed him a check. 
  
  
  Customer leased vehicle in Aug of 2021 and first complaint of **  issue to us was Aug 2023. 2 years later after leasing not 2 months. 1st complaint of ** issue was 8/9/23 ** blowing warm. We checked system pressure and found it to be low, so we evac and recharged the system and added dye to the system. The vehicle was left to run for 2-3 hours to see if there were any traces of dye leaking out of system. The vehicle was returned to customer at no cost to him at that time. The vehicle returned on 6/10/24 for the ** blowing warm again. Once again the pressures were low. We recharged system again(at no cost to customer) and set up a follow up APPT. for 2 weeks out for us to reinspect the system.  Upon the customers return we verified system down of the refrigerant, at this point we informed the customer there were no leaks from the compressor, ** lines or any other ** engine component. Next steps were to inspect the rear evaporator which sits behind the rear interior panels and auxiliary box. At this point the customer was contacted to inform him of the cost ($480) to remove all the rear components to inspect for a leak. The customer at this point authorized the teardown. Upon the inspection of the rear evaporator and Rear aux box we found both components to be filled with dog hair and the rear evaporator corroded and leaking. The dog hair built up on the evaporator acted like a filter keeping moisture in the evaporator and not allowing it to escape which caused the corrosion of the rear evaporator. The repair would not be warrantable whether it was found on the customers first visit or this one as the warranty covers defects in the workmanship of a component, not a problem caused by an outside source.
  
  
  Thank you
  
  
  John 
  
  
  ***************************
  
  
  General Manager
  Stoneham Ford
  
  
  (P) *********************
  (F) ************
  ********************************

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