Complaints

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership ordered tires for my car , when tires came I they refused to put them on my car so I wanted to buy them and go somewhere else to get them installed and they refused to sell them to me. They have a sale for tires $1.00 over cost , no where does it say have to install them there , it doesnt say you cannot just purchase the tires over the counter, the tires I want are Michelin tires which as you can see by what I sent you qualifies for the $1.00 over cost

  Business response

  05/05/2023

  We have been in contact with the customer after he submitted the complaint to the BBB.  Our general manager has had multiple discussions with the customer this week.  We apologized for the miscommunication that occurred and explained that our team would, contrary to what had been communicated to him, sell the tires "over the counter at $1.00 over cost" but that we did not feel comfortable installing the tires as requested (because of the type of tire). We ordered the tires for pick-up by the customer.  A few days later, the customer called our general manager and said he did not want the tires.  Again, we are sorry that the initial communication was imperfect and are available to assist the customer in the future at any time should the opportunity arise.

  Customer response

  05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I called the dealership multiple times the service manager and the general manager refused to ************* I left several messages not one returned call, the service manager flat out refused to follow there sales guidelines the general eventually agreed to sell the tires to me but with the service managers attitude I didnt feel comfortable the manager also said he refuses to do business with me in the future [Please type your response here.]
  
  Regards,
  
  ***********************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my 2014 **** Explorer here for them to diagnose what was wrong with it back in June of 2022 they diagnosed that both of my catalytic converters were clogged it took then 3-4 months to get me new converters and $3500.00 we pick the truck up and its loud they cant get a resonator so I have to bring it somewhere to have a straight pipe welded in so we brought it and were told that that is illegal **** said they were lying and welded a straight pipe in themselves.Had the car a month and it starts pouring out white smoke from the exhaust. I bring it back and am told now its the ******************* again because the turbo is what was causing the converters to clog, so they initially misdiagnosed the problem. I wait 3 more months for new turbos & new converters, they called me to tell me the car is done but now the engine is knocking and its going to need a new engine. They had a plan that they would put in a used engine from a junkyard. I reach out to consumer protection to see if theres anything I can do and before I hear back from them **** says they will put the total cost to $5000, including the used engine and the turbo work they did and I decide thats probably my best option. Right before they start the job the consumer protection contacts them and tells them that I had made a complaint and now **** wont work with me and our initial verbal agreement is VOID. I only contacted consumer protection for advice and this was before **** agreed to do the work for $5000.00 so I was planning to drop my complaint if they contacted me. But now **** will no longer work with me unless I sign something saying they will do the work I can not complain about any of it at all and I have to pay upfront in cash. I countered back to our initial agreement and that I will withdraw my complaint. They declined and said I can pay what I owe and they can tow my car to a mechanic of my choice. If my car was not misdiagnosed initially I wouldnt be in this situation.

  Customer response

  02/01/2023

  Problem:

  I complained here and that afternoon they decided they would do a settlement with me so they sent me a settlement letter Friday 1-13-2023 at 4:30pm The man I'm working with at the dealership was off work all weekend and sent it right before he left that Friday. Monday was a holiday so Tuesday morning at around 8am I messaged him and let him know my son was sick so I was unable to come in but as soon as he was better I would be in to sign papers and pay the settlement agreement, I quickly got a reply stating that this was time sensitive and they were now withdrawing their settlement offer and will no longer be working with me to fix the issue. They are ridiculous they take 3 months to fix my converters, an additional 2 months to fix my turbo and I take a weekend and holiday when the employee I'm working with isn't even in the office and that's to long for them???? They are so unprofessional. I was willing to sign this settlement which wasn't in my best interest but just to be done with this situation but after this encounter this really showed their true colors once again. They are not working for the consumer at all, its all a game for them, and they really are causing issue with my livelihood its hard to work and keep up with my obligations with no vehicle. This is a HUGE company who thinks its okay to just play with peoples lives and this is not okay. They should not be getting away with this kind of behavior.

  
  

  Business response

  02/10/2023

  Dear BBB,

  We withdrew the Settlement offer.  She at no point said she was willing to sign the Agreement nor did she say she would be paying any of the money required for the repair.  
  

  GFB

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  recently bought a 2010 ******* MKZ which had an open recall and the engine light was on. I brought it into ****** After diagnosing my car they said I needed 2 cam sensors and my timing done. I reluctantly agreed to this ***** dollar job. They had the car over a week before I finally got a call from the service advisor saying they were going to start the job now. So exactly 1 hour and 4 min into the job I get a call again from the service advisor saying my engine is bad. I have ****** miles on my car. Before I Can say anything he said don't worry we havethat same engine in a crate that never went into a car like mine for ***** with labor we can put this in your car. I told him to stop working on my car. For the 1 hour and 4 min they worked on my car it cost me ****** to get my car back. I spent a week looking for used engines before I got a second opinion. Good thing I did. Turns out my timing was spot on also I didn't need the 2 cam sensors. And my engine is good. The real fix cost me ******for the variable valve timing oil control valve and solenoid on both sides. Now my check engine light is off and passed emissions no thanks to **** Boucher. The service advisor kept telling me they have the best tech on it. I'm outraged how I was treated and what I had to pay for basically an oil change. And the misleading of them trying to get me to buy a new engine when I didn't need one. I would like to be reimbursed for all the trouble and heartache. Thanks to A+Automotive in ********** for diagnosing the real problem. Also the report card they did on my car was all checked off in the green. They said my oil was also bad and I just had an oil change a few days before I brought it to them. But on the report card they checked it off in the green. Which is good. The repair they were going to do would not of turned the check engine light off. So I believe they weren't even try to fix the problem. They had access to an engine they wanted to put in my car.

  Business response

  07/28/2022

  Dear BBB/****************,

  We had a good conversation with **************** and was able to decipher his concerns. We refunded a portion of his service cost and we are in good terms.

  Best Regards,

  GFB

  Customer response

  08/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I was satisfied with the outcome I recently experienced with Boucher Ford.  They made things right.

  
  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. ↩