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Business Profile

New Car Dealers

Gordie Boucher Ford Lincoln of West Bend

Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Type
  • Complaint Type:
    Product Issues
    Status:
    Answered
    I purchased a vehicle in August, 2024. When I realized their add-on warranty packages and loan interest rates were jacked up, I refinanced. I filed the necessary paperwork with them to get the warranty money refunded. They often tried to dodge my calls when I called them. They wouldn't return phone calls. They said the refund would take 2-3 weeks, then they said it would be up to seven. When I still hadn't received the refund after 2 months, I tried calling again. It took several calls again, but finally I was promised that I would have the refund within a week. I got most of the refund, but they shorted me $50 from each warranty refund. A total of $100.

    Business response

    12/23/2024

    Dear BBB/Ms. ******,

    Thank you for your business but we are sorry for the miscommunication. The correct refund is $50. 

    Regards,

    GB

    Customer response

    12/26/2024

    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.

    [Please type your response here.]

    Regards,

    *** Krueger ******
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I initially took my 2011 **** F350 in to gordie Boucher in west bend the **** dealership. I had a misfire on cylinder 3 so they went ahead and fixed it with my approval. This was on October 2nd 2024. I paid a total of $2366.66 for this repair. I got the truck back October 9th at about 7.p.m. by oct11th at 7a.m I was broken down in ********* with an injector blown right out ,the same side they worked on . They were the last ones to put that side together as the service manager *** admitted. I had to pay a $250.00 tow bill . I rented a truck from ********** for 3 days for a total of $455.70. This was my business truck so I also lost a $2100.00 job because of there negligence. I asked the service manager up there *** if I could get reimbursement for at least the tow bill and the rental truck since obviously it was there mechanics wrong doing since they did warranty the work once brought back in . I was shutdown by *** so I contacted ***** corporate headquarters and filed a complaint. I have heard nothing back from the dealership which don't surprise me. All I'm asking for is the money I put out due to there mistakes. I know the $2100.00 is probably not happening but hopefully half of that . But I definantly want the tow for $250 and the rental for $455.70. I do have all receipts. Also there staff is very rude and they actually asked me to write a 5 star review so they could get there bonus money. How unprofessional. The truck was fixed by them under a warranty which I got back Oct 17th and they had it since Oct 11th for the second time. As you can say they had my vehicle which I need for my tree business half the month. I paid them over ******* hundred dollars and they won't pay me for there mistake and all the money it really cost me. I can't believe a big company like that is so unprofessional and just plain mean.

    Business response

    12/03/2024

    We have reviewed Mr.Gilneckis complaint and want to provide this response which shows that we did nothing wrong in connection with the diagnosis and repair of his vehicle.  In fact, we have provided monetary consideration as a goodwill gesture.  The chronology here is important.

    The customer first brought his truck to us on 10/02/2024 with the concern of, CUSTOMER STATES THERE WAS A KNOCKING NOISE AND A CHECK ENGINE LIGHT ON FOR MISFIRE, HE TORE IT DOWN TO THE ***** TRAIN AND ROCKERS AND MAY HAVE GONE TOO FAR BUT IS UNABLE TO DETERMINE CAUSE; LETS SEE WHATS GOING ON, PARTS ARE IN THE ***** AND PAPERWORK WITH INITIAL CODES.
    By attempting to fix the truck himself, the customer made it extremely difficult for our technicians to decipher what actually occurred. According to the customer; I brought his truck here based on knowledge from other customers on our unique ability to be able to handle these complex types of concerns. The customer was correct.  We do in fact has specialized expertise, and as a result, we receive a lot of referrals for complex repairs many of which are directed by ****************** itself.
    The complexity of the Customers truck repair is evident by the technicians detailed description of his efforts to repair the vehicle, as follows: polish[ed] the injector seats in the head until clean, replace 2 injectors, reseal the other 2. I first tried to weld a nut to the broken intake stud and the stud just broke again. flatten it and drill through it, using a small die grinder cut the bolt in 3 pieces and remove them. drill the hole oversize ,retap and install a helicoil. replace bolts. the heater hose was broke[n] in multiple pieces (when it came in) replace[d] that and the injector to valve seals. reassemble, refill both cooling systems, check the oil, looks terrible and has a lot of fuel in it (when it came in the fuel line was right above the open valve cover and every time someone turned the key on (I did not turn the key on before I disconnected the fuel pump) the intake at the bottom of the head, I evacuated that before reassembly) changed oil and filter and programmed the injector codes in,cleared learned data and road tested, ran fine

    On 10/11/2024, the truck was brought back in to the dealership with a concern as follows CUSTOMER STATES RATTLE COMING FROM THE ENGINE The diagnosis and repairs are as follows,VERIFIED NOISE, INSPECT UNDERHOOD, # 1 INJECTOR HOLD DOWN **** BROKEN,INJECTOR BOUNCING AROUND. REMOVE UPPER AND LOWER INTAKE, AND RIGHT SIDE ***** COVER FOR ACCESS TO **** BROKEN IN THE HEAD. REMOVE ROCKER ARMS FOR THAT CYLINDER AND INSTALL SPECIAL ALIGNMENT TOOLS, TAPE OFF THE HEAD SO NO METAL FROM DRILLING WILL GET INSIDE. DRILL THE **** OUT IN SEVERAL STEPS. WE HAD TO ORDER ADAPTERS TO DRILL AND TAP THE HEAD FOR SOLID THREADED INSERTS. INSTALL THE INSERT AND TAPER CUT IT TO MAKE IT FLUSH WITH THE HEAD, (IT WENT IN SOLID)REPLACE THE HEAD-TO-HEAD LINE PER WSM. REASSEMBLE JUST THE INJECTOR AND PRESSURIZE THE SYSTEM, THE RETURN SPOUT ON #1 WAS LEAKING, IT MOVED EASILY (FROM THE INJECTOR BANGING AROUND) I INSTALLED A NEW ONE IN THAT HOLE. RECHECK,NO LEAKS. REASSEMBLE AND REFILL THE COOLING SYSTEM, PROGRAM THE NEW INJECTOR IN AND CLEAR MAFDS. ROAD TEST, RAN GOOD

    Mr. Gilnecki argues that we were negligent because we worked on the injectors.  This is not true.  The injector failed because the injector hold-down bolt threads pulled out of the head.  We torqued the injector to Fords workshop manual, and after he returned the second time, we fixed the truck at no cost to him using ************* Part Warranty program, which covers parts and labor.  Significantly, the customer had already removed the bolts and he had already taken the injectors apart upon arrival.  Visually, everything looked fine, but our technicians could not confirm what was happening inside the head to view the conditions of the thread. The bottom line is that we did nothing to cause the injector to break loose.

    As noted above, as a measure of goodwill, we did not charge the customer for $600 dollars in parts that were damaged by the customer or failed before he brought the truck to our shop.  Nor did we charge the labor to address the broken parts. Even though we knew this was a very difficult situation because the customer had torn apart his truck before he brought it to us, we decided to repair it in an effort to retain a new customer. Again, this was a difficult repair; we timely fixed his truck twice, given the uniqueness of the problem, charged a fair price, and waived certain costs.  

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    We brought our 2015 **** Edge to Gordie Boucher **** in ********* on 10/14/22 to get recalls done and to have them check some problems I had been having with the vehicle. They said that the engine was shot and we would need a new engine ($8000). They said coolant had leaked into the 4th cylindar and it was the cause of all of the problems. We had an extended warranty, so they filed a claim with **************. I spoke with the claim agent at Smart CareAuto and he told me that this is a common problem with my car, because there was a manufacturing problem and when it was casted there was a small knick that allows coolant to leak into the cylindars. He also informed me that there is a pending class action lawsuit against the Edge 2015-2018 models with the ecoboost engines (mine is the 2.0L). He said the warranty only covered the repair if either the head gasket or one of the lubricating parts was the cause. He said in most cases it turns out to be due to the manufacturing error. If I were to get it diagnosed it would cost at least 15 hours of labor just to disassemble the engine. **** admitted to me over the phone that they know about the manufacturing error and they see this problem a lot. Gordie Boucher gave me the number to file a grievance. I spoke to one agent that told me that I don't qualify for any assistance at this point. I then spoke to her supervisor and he told me that he can not offer any financial assistance at this time. He told me that he could not elevate my concern any further and wouldn't provide any other numbers or names that I could contact. He gave me an address that I could send a letter to (**** Motor Co. Customer ********************** ****************** said that our car could not be driven out of there the way it is and that it's unsafe. My issue is that this is a known problem among **** employees and companies that work with them (**************) and they refuse to fix their problem. **** sold me a defective car that is no longer safe.

    Business response

    11/16/2022

    While we would like to assist ************************** (the "Customer"), we did not manufacture the 2015 **** Edge, VIN: ***************** (the "Vehicle"), perform any prior service on the Vehicle or sell it or any extended warranty. Indeed,the first time we inspected the Vehicle, it had more than ******* miles on it.  The Customer purchased the Vehicle from ********************* with an extended *************** warranty (the "Warranty").  Boucher cannot control or interpret what either ****** or *************** does with the ************** We have no bearing on this other than to report the facts.  When it comes to the manufacturing defect (i.e., **** in a cylinder from a defective casting), that is solely and exclusively an issue for **** Motor Company not us as a dealer inspecting the ************** **** will interpret and apply its policies concerning any recalls or extended warranties.  **** Motor Co.,Customer Relations Team should provide any remedy to the Customer.  All that ********************** can do is report the facts.  Finally, Boucher cannot determine whether the Customers Vehicle qualifies for relief under any pending class action lawsuit.  We have escalated this matter to our contacts at ****, and this is the best we can do here. 
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    First when I traded in my **************************************************************** full and I only used about 1 1/2 years on it. They told me I would be Reimbursed for the portion I did not use but it may take some time to get it back but they took care of it. I traded the vehicle in in August 2021. It is now March 2022 and still have not received it. I have sent many emails and either get ignored or told someone would call me. The emails have been going on for a month now and still no resolution. I would like my money that I was promised.Second when we bought the used **** Explorer from them the shark fin was lose and they said they would fix it but it would take all day because they had to take off the headliner. So I took it in and they said they fixed it within two hours. After going to pick up the vehicle my husband pulled a manager out to look at it because it still was not tight to the roof. They said that was the way they are. Two months or so later I hit the garage door a little and it ripped the whole shark fin off. I called them and said they can fix it to bring it in. After hours of hearing nothing I called and they said they cant fix it because it would require them to take off the headliner and they didnt trust there technicians. I said well you took it off last time and she said no we just tightened it. So did you or didnt you? Needless to say we took it to another **** dealer and they laughed and said you cant just tighten it they needed bolts and they fixed it and I ended up paying $550 to have it fixed right. So I would like my money for my warranty money for gas for two vehicles to drive bank and forth when they didnt fix it and the $550 I spent to have it fixed right. Also my heated seats dont work but dont want to have them fix it because now I dont trust them after being told they dont trust there technicians. Any help would be great! Thank you.

    Business response

    03/31/2022

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

    We do appreciate your business and we like to handle issues that arise quickly. In regards to your extended warranty need to call the dealer you purchased it from. On the antenna we needed to order the part because it was beyond repair. 

    If you decide to order the part we will give you a discount. 

    Best Regards,

    GFB

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