Complaints

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12 Sept 2022-I had taken my truck to this garage, diagnostics done, ABS module needed replaced. Part cost $747.00 from Ford and garage would have the next day. I paid $1,117.68 which included diagnostics, part, labor and system reprogram. On 14 Sept 2022 I go to garage and told part came in. At 5:15 told part must be defective and wouldn't reprogram the system. Told need to come back the next morning. On 15 Sept 2022 I go back, at 2:30 told a defective part that Ford Dealeership won't take back, they will work on this and call me by the end of the day. At 5:00 I received a call from the garage but was quickly hung up on because they still had no answer for me. On 17 Sept 2022 still heard nothing so I went to the Ford Dealership and then the garage. I found out there is a stop loss on ABS Modules due to a microchip shortage. Ford Dealership claims they sent the garage the part they ordered. The garage claims that Ford Dealership sent them the wrong part. I confronted the garage with everything and Oscar replied"I have been trying to figure out how to make this right." I told the garage they should communicate with the customer, be honest and let me know of any issues." Garage said they would have to file a complaint with the Better Business Bureau against Ford. On 22 Sept 2022 I go to Ford and same thing being said. I go to the garage and get the same response that they are still waiting response from BBB. At this point, I tell the garage that this customer/veteran is tired of the run around, being lied to, paid a lot of money for services still not rendered, ABS module still needs replaced in my truck and this garage gladly had taken a lot of money as they stated per their policy I had to pay everything up front but now don't want to do the right thing but have certainly installed a wrong part, did not send it back to Ford and lied about the ABS module part altogether. This garage has proven to be negligent, dishonest and untrustworthy. See attachments.

  Business response

  11/09/2022

  Business Response /* (1000, 8, 2022/11/03) */ Mrs. ****** came in for a diagnosis on her 2009 Ford explorer sport track and it was diagnosed as a bad abs module. We learned it was a dealer item and ordered it from Summerville Ford. Mrs. ****** was asked to pay only parts at that time. Next day we went and picked up what we thought was the module we ordered from the parts department. We installed the (module) and realized that it wasn't the module and it was the abs pump. We immediately called ford and spoke to same person whom asked her if I was calling about the module which my secretary called about the day before. Upon checking their records it was they (Summerville ford) who made the mistake and we were told it was installed so they couldn't take it back. It was a mistake on their end and we tried to fix it and they said they couldn't so we in turn filed a complaint with the bbb to get the reimbursement for Mrs ******. I did not receive any money for the labor or any work we had already done. The money went to ford for the parts and we have tried to get for to reimburse this for her as well to no avail. Consumer Response /* (3000, 11, 2022/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept J & O Automotive response. I do not accept their lies or excuses for their negligence. I paid $1,117.68 on 12 September 2022 as I was told per their policy I had to pay full amount up front for everything which included cost of ABS Module part, diagnostics, labor and reprogramming of the system. The ABS Module part alone I was told cost $747.00 but Ford Dealership stated they sold part to J & O Automotive for $500.00. J & O Automotive should have never installed the wrong part on my truck and that labor was due to their negligence. An ABS Module looks nothing like an ABS Pump. There has been no communication from J & O Automotive to the customer or them even trying to make things right with the customer. Also J & O Automotive has not contacted Ford Dealership to check on the status of an ABS Module. Business Response /* (4000, 13, 2022/11/07) */ The complainant was here and heard about the mistake that was on the ford dealership which sold us the wrong part. My secretary immediately called the ford dealership to inform them of their mistake. They responded you put the part on now it's yours and they have discontinued the modules. They have the information about the discontinuance right in front of them and neglected to inform us until after we told them it was wrong part. My secretary tried again to resolve this and there was no effort on fords behalf to help resolve this. She then went and put in a complaint to the BBB because we were sold the wrong part. The complainant was not charged for parts labor and taxes . She was only charged the price of what we were told was the price. Not $500 the complainant stated that she is for small business and understands but something had to be done about this. We are still trying to resolve this matter.

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