Complaints

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against and share my experience with Ted Britt Ford of Fairfax, Virginia, and have BBB help me get a resolution to my problem. I purchased recently a used 2014 ****. Upon driving home, the vehicle was shaking, vibrating badly, one head light was out, the rear view camera was not working, and the windshield was making noises, sounding like the windshield was not sealed, installed properly. I immediately called to discuss the problems with the Jeep, and service was scheduled.Ted Britt Ford, repaired 1) the front headlights, 2) the rear view camera, and 3) replaced tires and repaired the shaking and vibration when driving. However, Ted Britt Ford, did not repair the windshield, citing that they are only obligated to repair the safety and operation of the vehicle: that a windshield not sealed properly is not a safety issue. That I should seek assistance elsewhere. However, I purchased my vehicle from Ted Britt Ford, thus, I called them for repairs issues.I provided research that a windshield, not sealed properly, installed properly is considered a driving hazard and vehicle safety issue. Sales Manager ********************* said, that he has spent all that he was going spend on the repairsthat he does not need customers that complain, and that I can go somewhere else. Service Advisor, *************************, said, that used cars are not perfect and have problems.I understand that used cars are not perfect; however, items I reported were issues surrounding the safe operation of the vehicle. I also purchased a full bumper-to-bumper warranty, including tires and wheels. I faced a hostile, defensive phone call when discussing the issue of the windshield. Ted Britt Ford repaired 3 of the 4 safety issues. The dispute is whether an improperly installed, improperly sealed windshield is a safety issue requiring repairs by Ted Britt Ford, thus I am writing the Better Business Bureau for assistance in resolving the dispute. Sincerely,*************************

  Business response

  03/28/2023

  This is a pre owned 2014 vehicle.  We sold the vehicle to **************** as such.  Typically when a pre-owned vehicle is sold, we do not do anything after sale as the vehicle has been through our shop and our internal inspection.  When an after sale issue arises, we always do what's right by the customer.  In this case, the customer issues were a vibration, backup camera and headlight issue.  We decided that the customer concern was valid and proceeded to replace headlight and all four tires along with an alignment at our expense.  Here is a response from our shop below at the time...

  I test drove the vehicle with the customer prior to purchase to listen for the noise, there was tire noise so *** agreed to pay for four tires and an alignment. We replaced the tires, replaced the headlight bulb, and had *************** fix the back up camera. After this the customer was happy and content. One week later he called me complaining of a noise from the cowl panel ( nothing about the seal around the windshield). I explained to the customer that he had a ******* care warranty that was active and was valid at any **** dealership local to him.  The customer lives on the VA/NC  border and has a limited times he can travel to northern Virginia. I simply explained to the customer that the vehicle passes safety inspection for the state of Virginia and that's when he stated he was going to get his lawyer involved and sent me ***************************************************************************** at that point I concluded the conversation. 

  I feel that we have gone above and beyond on this vehicle for *****************  We always end communication and turn to our lawyer whenever that gets brought up.  

  Customer response

  03/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Dear Better Business Bureau Staff,

  I am writing following up disputing the response and accuracy provided by Ted Britt Ford Automotive Group. Upon purchase of my 2014 ****, I complained and noted four issues with the ****: (The listed concerns were communicated immediately upon the purchase of the vehicle and documented in my text messages to the sales manager for scheduling repairs.)
  
  1) broken, nonworking front headlights,
  2) broken, nonworking rear view camera,
  3) extreme shaking and vibration when driving, and
  4) extreme noise around the windshield when driving at highway speeds.
  
  After week of scheduled repairs, I scheduled a pick up my 2014 ****. Upon the drive home, I noticed that the extreme noise around the windshield was not repaired. I called to schedule a second repair appointment. I returned the vehicle for a second service appointment. Upon the drive home, after the second service appointment: the windshield problem was not repaired. I called the sales manager, and complained to the sales manager that the windshield problem still has not been repaired after two service appointments. At this moment the sales manager became defensive, hostile and stated that he has spent all that he was going spend on the repairs…that he does not need customers that complain, and that I can go somewhere else you take the **** to ******** Windshield repair and pay for the repairs yourself.  At this moment the dispute over the windshield repairs starts.
  
  I reminded the sales manager that he agreed, upon the initial sale and scheduling service, the sales manager personally said, if we cannot repair the **** to your satisfaction, that I will gladly refund your money, or put you in another car. After the sales manager reversed his decision to repair the **** to my satisfaction (windshield repairs), return the vehicle, or trade for another vehicle. I contacted the Better Business Bureau for dispute assistance for windshield repairs from Ted Britt ****.
  
  I am puzzled why Ted Britt **** refuses to repair my front windshield, and noted in their follow up response that I take my **** elsewhere for repairs. In addition, I purchased a Full Premium Warranty Coverage. I believe not repairing a defective windshield is not doing right.

  I am asking the Better Business Bureau for assistance in my dispute with Ted Britt **** to schedule service for front windshield repairs.
  
  Regards,
  
  *************************

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent 3 emails after receiving the wrong part. No returned communication. Their phone number listed, no one ever answers. I’ve tried way too many times to keep count. Email 1: sent 1/23/23 Hello. Received my seat cushion heater today but it is complete different than what in my actual truck. Pics attached. Where do I go from here? The one you sent doesn’t allow for ac seats and is much smaller. Can’t get anybody on the phone. Please contact me asap. Best regards, Email 2: sent 1/25/23 Hello, I have yet to hear anything from you. What is the deal? You sent me the wrong seat heater. I expect to hear something by COB tomorrow 1/26/23 or I will be filing a complaint with ****, BBB and anywhere else I can find. Best regards, Email 3: sent 1/28/23 Does anyone work here? You clearly do not care about customer service. Complaints are being filed this week. You all really ****. *** off. I want my money back and for the wrong part to be picked up on their dollar.

  Business response

  02/14/2023

  Just spoke to the customer.  This was an online order that was serviced through our parts warehouse.  We did not have a parts Manager the entire month of January and are reaching out now to remedy.  All will be well!

   

  Thanks

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A mechanic diagnosed Steering on my Ford was going bad and needed fixing by a dealer. I went to Ted Britt Ford. The service advisor noticed my State Sticker expired in Feb and would I like to have that done as well. I said yes. The next day they said the car failed inspection requiring over $6000 of repairs to pass inspection. The Rack and Pinon steering, both Tie Rods and both rear Upper Control arms needed replacing, and reprogramming. They found a crack in the right front mirror’s plastic cover. He said steering issues automatically fail a vehicle inspection and because they failed it, the car is not drivable. When asked why they did the state inspection knowing it would fail, and not after the repairs had been done, he could not answer. I was flabbergasted that they did the inspection KNOWING it would fail, doing it first, so that I would be forced to repair it there. Plus, I purchased the car from a dealer in 2020 with the crack in the plastic around the side mirror. The vehicle had passed inspection from that dealership, as well as in 2021 at a different station. My mechanic who was surprised and said that this dealership deceived me. They said the dealer should have done the diagnostic service (which was $175 plus $20 safety inspection) first and then let me know what was wrong with the car BEFORE completing the state inspection as they knew it WOULD fail with a bad steering rack. Alos they said ONLY the left control arm was bad, and tie rods come with the steering. They said the crack in the side mirror outer plastic was slight enough that it may have passed inspection in any other facility. They said that the Steering did not need programming to be done ONLY at a Ford Dealership, which the dealer said. These are deceptive practices using the VA Inspection system, knowing it will fail, to coerce customers to have their vehicle serviced there. I expect Ted Britt Ford to refund me the $195 paid to “diagnose” the car and perform the safety inspection.

  Business response

  02/24/2023

  Sent to customer previously...

  Good morning and thank you for the feedback.  I have taken the time to speak with our Service Manager as well as all parties involved with the customer and their experience here at Ted Brit Fairfax Ford.  I feel that we have done everything the right way during and after the customer visit.

  This was an excerpt from the customers email 
  
  "When I dropped it off, the service advisor said he noticed my State Inspection Sticker expired at the end of February and would I like to have the safety inspection done as well? I said yes". 
  
  With this information, we went into our process of inspecting the vehicle before any work was performed so that we could give the customer a detailed workup on what needed to be done on the vehicle.  Our inspector meets with the State Trooper regularly and is by the book with no deviation from what passes or does not pass.  We presented a thorough report of why the vehicle failed to the customer.  The customer did not like our report or the price quoted for the work needed.  We did not hold the vehicle hostage as we always allow customers to take their vehicle off premises if they wish.  The customer was able to find another location that had a different opinion on what needed to be done to pass inspection.  The customer was able to get the work handled elsewhere.
  
  We apologize if the experience here was less than desirable but stand by our stringent inspection process while refraining from commenting on what other stores/shops do throughout their inspection process.  We can refund any charges for our initial inspection if it helps.  Please let me know what we can do to move forward.
  
  Thank you.
  
  ***********************
  General Manager
  Ted Britt Ford Fairfax
  ***********************************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The purpose of this communication is to describe the mis-leading behavior and non-response of Ted Britt ****. On May 17, 2019, I purchased a 2019 **** F150 **** Ted Britt **** in Chantilly Virginia. I also purchased a **** ESP Maintenance plan. The maintenance plan that I purchased was recommended by the agent who completed all the sales documents. His recommendation was based on the mileage of the vehicle that I traded. The maintenance agreement is for 96 months or 75000 miles with 10 services. The purchase price of this service maintenance agreement was $2,781.00. That equates to a service every 9.6 months or 7,500 miles. A marketing tool, and one reason why I purchased the vehicle at Ted Britt was the Ted Brit 4 Life Lifetime Vehicle Coverage. It includes: • POWERTRAIN 4LIFE – Offers repairs of major powertrain components such as Engine, Transmission, Transfer case and Drive Axle • NITRO 4LIFE – Offers no cost fill up of Nitrogen in your vehicle’s tires for as long as you own your vehicle. • VA STATE SAFETY INSPECTION 4LIFE – Offers a no cost annual VA safety inspection for as long as you own your vehicle. • WINDSHIELD 4LIFE – Offers repairs or replacement of windshield due to cracks or chips. • BATTERY 4LIFE – Offers one battery replacement every (4) years. • LOANER 4LIFE – Offers a COMPLIMENTARY LOANER CAR to our members to use during REPAIR work of their vehicle at no additional expense. On January 4, 2023, I attempted to schedule my 2019 F150 for a regular maintenance and repair of a small crack in the windshield. I expected that the repair to the windshield would be covered by the Ted Britt 4 Life (TB4L) vehicle coverage. The service agent called shortly after I scheduled the service and advised me that the TB4L was no longer valid. He pointed out the small print on page 2 of the TB4L contract that states the vehicle must be serviced every 6 months or 7500 miles, WHICHEVER COMES FIRST. This exclusion is in conflict with the coverages identified in the Windshield 4 life section which states: “Liquid Glass Protector must be applied every 15,000 miles or every 12 months whichever occurs first for the Windshield Coverage to be valid for this Vehicle.” As a result, the Ted Britt 4 Life coverage, one reason why I bought the vehicle at Ted Britt is no longer valid. The vehicle had been serviced exclusively at Ted Britt **** in Chantilly. The Ted Britt agent recommended and sold a service maintenance agreement that was in conflict with the TB4L coverage. The TB4L requires service at Ted Britt every six-month or 7,500 miles, whichever comes first. With 10 services every six months, the Ford ESP service will expire in five years, not eight years, the length of time I purchased. I acknowledge that I signed the Ted Britt 4 Life document on page 1 (attached.) However, I also signed 23 other documents that day in a span of approximately 20 minutes. Interestingly the small print that states the vehicle must be serviced at Ted Britt every 6 months or 7500 miles, whichever occurs first is on page 2. I have sent multiple emails to Ted Britt regarding this issue and have had no response. I have given Ted Britt more than a month top respond. But instead, I will suggest that their silence speaks louder. From my perspective, a financial compensation would be appropriate based on the misleading sale of a maintenance agreement that conflicted with their marketing. The value of the TB4L is difficult to determine, but the cost of the maintenance agreement was $2,781.00.

  Customer response

  02/25/2023

  ---------- Forwarded message ---------
  From: ************************* <*************************************>
  Date: Fri, Feb 24, 2023 at 4:20 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania  in regards to your complaint #********.
  To: Better Business Bureau  <info@mybbb.org>
  Cc: <drteam@mybbb.org>

  
  Good afternoon, 

  
  

  Regarding our conversation earlier today, please be advised that this issue was resolved. I did send the BBB a message indicating that I received a phone call from Mr. Britt and requested that you disregard my complaint.  Please also notify the business that this issue was resolved. 

  
  

  Thank you  

  
  *************************

  ************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Long Story short- I purchased at 2018 Ford ******** from ****** Ford of Warrenton; I've had several major problems with the vehicle. After receiving dismissive customer service at ******, I took the vehicle to a different dealership. Ted Britt of Fairfax, Ford Motor. Ted Britt was able to diagnose the issue (after several trips to the dealership) I was informed, my engine has gone bad (67,607 miles) and the engine is covered under Ford's warranty. I dropped my vehicle off on July 31st to Ted Britt. Ted Britt was able to provide me a loaner vehicle. However, It's been 6 months and my car still in the shop. Dec 7th was my last contact with the dealership When I call requesting a status update, I get the same response: "Ford is waiting on the supplier to build a new engine". I've contacted Ford's customer service line, no resolution or update on when the engine will be ready. I've contacted the dealership to try to come up with a solution, like trading the car in. I was told, Ford can't transfer the warranty or take the vehicle because they don't know when the engine will come in. I am thankful for the loaner, however, it's not my car. I've been paying a monthly payment for a vehicle I can't drive. Ford is refusing to take responsibility and keeps blaming the issue on the broken supply chain caused by COVID. Thank you,*******

  Business response

  01/20/2023

  We cant help here.  This is a Ford issue that we are dealing with on our end as well.  We have multiple customers in need of engine and transmission work backed up months due to parts supply issues.  We are equally as frustrated.  All we can do is try to ease the pain with a loaner vehicle, which no other local store would offer.  We are in the same boat here and feel that this is a Ford Motor issue, not a Ted Britt complaint.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2012 ** ****** from Ted Britt **** in Chantilly, VA in 2016. Due to the vehicle having under 100,000 miles, it was eligible for a coverage called Ted Britt 4 Life (TB4L). To maintain the coverage, I was required to have the vehicle serviced exclusively at Ted Britt. In Sep 22, the engine gave out, and I had it towed to Ted Britt **** in Chantilly. The service department stated determined they could not service it, take it to a ********** dealer, gave me a toll-free number, and that was it. I had to coordinate the second tow, repair, and coverage on my own to a nearby ** dealer. After posting a ****** review, I spoke with the owner, M. Gardner B**** who assured me that Ted Britt **** had done wrong and pledged to make it right. The ** dealer identified the need for a new engine and sent the estimate to Ted Britt ****. Within two days, the Ted Britt **** service manager (Charles H*****) called me to tell me they are towing the vehicle back to their dealership, and he “has a guy that can do ** engines”. I eventually received weekly updates (on Fridays) from Ted Britt **** until 02 Dec 22, when there was no phone call. During each previous phone call, I was assured “parts are ordered”, “parts are in”, “inspection didn’t go well”, “ordered a new engine”, and finally, “installing the engine”, and “it’s on the lift”. I drove by the dealer on Sunday, 04 Dec 22, to find my vehicle parked in the lot with the hood popped and our name and address showing on papers they emptied out of the glove box and placed on the dash in public view. After complaining via email and in person, Ted Britt **** stated the engine install was complete but required a computer update at at the ** dealer. After arrival back to the ** dealer, I spoke with the ** service tech, who stated the issue is far greater than a computer code, as there were “hundreds of fault codes”, and “there is something wrong with the transmission that was not there when we had the vehicle back in Sep 22”. 

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing detailing the problems I am experiencing with my 2021 **** Explorer, VIN # *****************, bought on 11/26/2021 at Tedd Britt **** Chantilly, Virginia. Under the Virginia Lemon Law, I am requesting a full refund of the purchase price within thirty (30) days. 1. In April 2022, I noticed a problem with the engine. When I switched from drive to reverse, there was a 5-second delay in changing the gear. We called the dealer, as the vehicle was under warranty, and were told that there was a manufacturing problem and the issue was most likely the transmission. We were told that because the issue could be the transmission, the dealership would need to keep the car for more than four weeks. The vehicle was at the shop from June 12th 2022 July, 20th 2022. We were told the problem was fixed. 2. The car worked well until November 2022. The car had the same problem again. The car was once again taken to the dealership on November 15, 2022. They stated they would diagnose the car. When we called on December 16th, they said the problem could be the transmission. The car is still at the dealership and has not been repaired. When we called the company on 12/18/2022 to customer services, we explained the case, and they provided us with case number #*******************. 3. We have not had a car for more than two months in one year of ownership. Each time we dropped the car off for repair, the customer service stated that they didn’t have a loaner vehicle available for us. Therefore, we were forced to spend our money on rental cars, taxis, and other expenses related to going to work.This car qualifies as a lemon under the law in the state of Virginia. It was purchased less than 18 months ago, we are the original owner, and the vehicle has been in the shop for more than 30 calendar days for a significant problem or defect. The car continues not to work. This issue “significantly impairs the use, value and safety of the vehicle.

  Business response

  01/07/2023

  I will get with our **** representative and service manager to come up with a plan.  I will ask **** for support and have them reach out to the customer.  The dealership cannot **** it "lemon" or agree to the buy back.  I need to get direction from **** first.  We will keep the customer updated.

   

   

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a 2020 ******* ******* on 6/21/22 with an extended warranty. The car was missing the hitch cover and, as part of the deal, was told one would be mailed to me. This car was a buy back from ******* due to a faulty alarm system and was told all problems were fixed. Not even one week after I got the car home, it was discovered that the rear passenger door would not open (a major safety concern). I called my local **** dealership, and they could see where this car was serviced multiple times for a door issue (nothing was mentioned about a door issue at the time of purchase). **** suggested I contact Ted Britt since they had serviced it for this problem already. A loaner car was delivered to my home on 7/6. I was called the next day and was told parts for door and an alarm sensor were on back order. My car was returned on 7/11. Since then, my husband and I have called and emailed different managers numerous times with no return calls or returned emails (including no response from Michael B****, ******* Manager). Of the few times we are actually able to get ahold of someone, we get conflicting stories. Sometimes the parts are still on back order. Another time we were told the hitch cover was there but needed painted. My husband reached out again on 10/24 and the service manager told him the previous manager was no longer there, and he would check where the parts were and get back to him. My husband waited several days and had to reach out again to get a status update. The parts were supposed to be installed on 11/3, and they did not have a loaner car for me so I would need to travel to get car fixed. I had to call multiple times on 11/2 to see if parts had arrived. If I had not been diligent and called multiple times, I would have driven a round trip of 5 hours to NOT have my car fixed! I was also told by the scheduler that apparently my parts were in at one point but returned because no one bothered to inform me. Communication is awful with this dealership!!!

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After identifying a rear pinion seal leak I took my 2015 Ford ******* to Ted Britt Fairfax Ford on 8/24/2022 for diagnostic and service. I was later informed that mechanics had checked for a differential leak and confirmed a leak at the drain plug in the rear, but that mechanics had secured the plug and all was ok. At this time I was prompted for payment, upon questioning as to why (as this is a covered service under Ford ESP Warranty), I was told there would be no charge. After noticing odd noises, and fluttering the following month I returned for service on 09/30/2022. At this time I was informed that internal gears from the rear differential were binding and causing problems inside the rear of the automobile. I was told that necessary repairs would not be rendered under warranty because this vehicle had been previously serviced from a third party company on 08/20/2022. After communicating with Samuel M*******, Ted Britt service advisor, I relayed that the initial leak had been identified by the third party servicer in question and it was this guidance that prompted me to schedule the initial appointment on 08/24/2022. While rear differential fluids were filled at this time, all was in line according to the manufacture as to allow safe passage to the dealership for final service and repair on 08/24/2022. In the present circumstance, Ted Britt refuses to action warranty service arguing misuse on 08/20/2022. Their justification is as follows: (1) Preliminary service not taking place at the Ted Britt dealership, and (2) Additive not being included in rear differential service at that time. Both of these arguments flagrant contradictions of embedded verbiage within the National Vehicle Service Contract - FORD ESP Warranty agreement signed on 08/13/2018 and the ********–**** Warranty Act of 1975, respectively. The FORD-ESP terms and conditions state rear differential service repair as a covered service subject to deductible.

  Business response

  10/06/2022

  Customer opened a case with Ford regarding this repair.  We are required to upload all documents to Ford when a case is opened.  Ford agreed that the repair is not covered as they stated third party work was done incorrectly.

  Any work that we can do for a customer under warranty will always be done as we want to do the work. 

  Unfortunately with this reques, Ford has agreed that the work is not to be covered.  The customer had a third party work on the vehicle.  We had initially thought it was a Ford dealer, but the receipt for work provided showed a shop called ******* **** in Springfield VA.  We tried to see if we could get more info from them to assist when we spoke with Ford,, but the address looks to be a local address to someone's personal home.  The rear end requires a mandatory additive to be included with this service to protect the vehicle from these types of issues.  The additive was not billed out in the receipt that the customer provided.  I believe this is why the claim was rejected.  
  
  We are open to continuing to work with Ford, but its recommended that the customer reach out to them to see where we all can go with this.
  

  docs attached

  Customer response

  10/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  I am deeply disturbed by the latest query from the team at Ted Britt. Par for the course of lack of accountability, blatant falsehoods, and lack of interest in any rectification. 

  
  

  The "third party work" referenced was nothing more than a routine rear diff gear oil change. Never was the rear differential invasively accessed to cause the mechanic deficiencies Ted Britt alleges. What the "third party" did do, though, was identify a leak in the pinion seal, a leak that mechanics at Ted Britt would later go on to say was "OK" (08/24/2022). The fact of the matter is that the "internal gear issues" that Ted Britt alludes did not begin  until after their service was completed on the 24th of August - to try and contend otherwise would contradict their very own vehicle diagnosis.
  
  I find it juvenile and sophomoric that Ted Britt has continued to undermine the credibility of the only mechanic shop that has accurately diagnosed my vehicle throughout this dilemma. Marlins Auto is licensed and bonded to perform automotive and bodywork in the state of Virginia; consequently, there is a two-bay garage behind the house Ted Britt  has so elegantly shared. Marlins auto also used gear oil containing the same "additive" chemical and concentration mix that Ted Britt alludes to but does not identify- ********** Addictive Friction Modifier, as noted in Ford Owners Manual.
  
  Finally, if the staff is having trouble reaching the team at *******, I would be happy to pass forward appropriate contact information. In fact, this would have been a great note to share with the team at Ted Britt had I been granted the opportunity to connect with the Service Director or Service Manager in one of the 16 calls and personal requests I placed between the days of 30-Sep and 3-Oct. This situation remains unacceptable, and Ted Britts's response continues to validate that negligence and ethical misconduct with no accountability remain their preferred medium of business. 
  
  

  Regards,
  
  *************************
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the morning of September 16, 2022, I brought my 2016 ***** ******** for a routine oil change and tire rotation. I checked my car in with a service advisor on or about 8:00am. I received a call from a service advisor at 8:38am, requesting I come back to the service center immediately because he had to discuss an issue regarding my vehicle. Upon my arrival, I was escorted to the office of service manager,  Mark S., who informed me that while my vehicle was being moved by one of their employees, it was badly damaged by the negligence of the employee. Deep scratches and dents on both passenger side door panels were the result. I let Mark know of my dismay and concern since this happened before to my wife's car when we brought it to this same dealership for service. Their body shop estimated that the repair would take about 2 weeks. They put me in a loaner car which was a small SUV from their used car lot which still had all the window and marketing stickers on it. I expressed my displeasure and informed them that this would not be a suitable loaner for such an extended period of time. They assured me that once a larger vehicle came back that they would hold that vehicle for me to come and exchange as a loaner. I was told that they expected some larger vehicles to be available over the weekend or at least by Monday. I left the lot in that small SUV to return back to work. I called the service center the next day to inquire on the status of other loaner vehicles but was quickly rebuffed by the service advisor on duty, Mike T., who was apathetic to my situation. i told him that I expected a follow up from them by Monday. Upon receiving no return calls by Monday, I called multiple times to speak with Mark the service manager, but all of my calls were ignored and went to his voicemail. Their negligence and horrible customer service has caused me much financial loss (vehicle depreciation, use of leave from work) and mental stress. 

  Business response

  09/27/2022

  ***********'s ********* ******** was unfortunately damaged on our parking lot. I'm contacting him this morning and providing him with a ********* ******** while his vehicle is getting repaired by a certified Collision center. We sincerely apologize for the inconvenience. 

  Customer response

  10/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  While they finally did give me a comparable loaner, they have not offered any remedies for my other losses (10 days without a comparable vehicle, depreciation on my vehicle due to damage, loss of time/wages due to use of extra leave from work, infliction of emotional distress caused by their service staff throughout process).  I would like my complaint to be open until my vehicle is repaired and inspected and the other issues mentioned above are addressed to my satisfaction.  
  
  Regards,
  
  ***********************
  

*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. ↩