ComplaintsforOxford Automotive

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oxford Automotive *** ****** **** ******* ******* **** *** ******* **** *****  To Whom it May Concern: On January 12, 2024, we had our 2010 Subaru Forester X Limited serviced. We have paid over $7,300.00 in total and been there over (6) times regarding the same issues. Our vehicle was there for (4) months straight (January 23, through April 3, 2024) various repair services. The engine installation is supposed to have a (24 months/24,000-mile warranty). Unfortunately, September 3, 2024, we are still having the same issues and out of $7,300.00. Based on all that has happened we are overly concerned about the safety of our vehicle and if the engine is certified or even defective that we purchased/serviced through Oxford Automotive. We would like a resolution to make sure our vehicle is safe & sound. Especially since none of the previous employees are no longer with the newly opened Oxford Automotive *** ******. This experience has been a major inconvenience and expense. We are very dissatisfied with the service we have received. Sincerely, ***** ******* & ******* ******** **** ********** ***** *** ******* **** ***** Phone: ###-###-#### Email: ***********************

  

  Business response

  10/15/2024

  Dear ***** ******* & ******* ********,
  Thank you for sharing your feedback. I sincerely apologize for the inconvenience and frustration you’ve experienced. As a small, locally-owned business, this is not the typical experience we strive to provide. Your concerns are important to us, and we are fully committed to resolving the issues you’ve encountered.
  I’ve already reached out to you on my personal cell phone and am awaiting your response. Please know that I am dedicated to doing whatever I can to ensure your vehicle is safe and sound. We value your business and want to make things right, and I am personally committed to addressing your concerns.
  Thank you for your patience, and I look forward to speaking with you soon to find a resolution.
  Sincerely,
  *** *******
  Owner, Oxford Automotive
  Phone:************
  Email:******************

  

  Business response

  10/22/2024

  Dear ***** ******* & ******* ********,
  Thank you for taking the time to share your feedback with us. We are truly sorry to hear about the inconvenience you’ve experienced, and we understand your concerns regarding the ongoing issues with your Subaru Forester. It is always our goal to ensure that every vehicle we service is safe and reliable, and we take your situation very seriously.
  We have reached out to you in an effort to further understand the cause of the oil leaks and to work together on finding a resolution. Our team is committed to resolving any repairs needed under the warranty for your vehicle. However, we have not yet been able to make progress as we haven’t received a response to our recent attempts to communicate. Without your input, we are still uncertain of the exact cause of the leaks.
  Please know that we are eager to work with you to get your vehicle back to a safe and fully functioning condition. We kindly ask that you get in touch with us so we can move forward with the necessary steps to resolve this matter as quickly as possible.
  Thank you again for bringing this to our attention. We look forward to hearing from you soon and doing everything we can to make this right.
  Sincerely,
  *** *******
  Oxford Automotive *** ******

  Customer response

  10/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.]
  Complaint: ********

  We have had several discussions with Oxford Automotive regarding the same issues not being fixed from (January 2024- October 2024). It is ridiculous that Oxford Automotive expects us to continue being treated in this manner with our vehicle still having these major issues. We are not willing to settle being we have been more than patient but that is only to a point which is now over.  The resolution we are seeking has not changed which is a refund for what we have paid.
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* ********

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2013 Mercedes-Benz GL450 to Oxford Automotive in Powell, Ohio on Friday 01/06/23 at 10:11 AM. I spent $210.55 for an oil change and an inspection of the vehicle. After the services were done the mechanics sent me an email link to view their inspections notes. In these notes listed "Engine coolant is empty due to a loose hose clamp and a broken hose on the bottom or resivour. Recommend not driving" Along with 3 pictures and one video. In the video you see the mechanic tampering with the hose to the vehicles coolant resivour. The 2nd picture shows the mechanic holding another hose that is broken. The 3rd picture is of the inside of the resivour and there is evidence of coolant still in the resivour. After I picked up my vehicle it began overheating. I went to Advanced Auto parts to buy coolant. When I began to add the coolant to the resivour it spilled out of the bottom of my engine. Prior to the business having my vehicle there was no issue with adding coolant to my resivour. But now my vehicle is inoperable, due to not being able to sustain any coolant level. I called Oxford Automotive on Monday 01/09/23 9:38 AM. I spoke to Brian about the mechanics mistake in an effort to easily resolve the issue. Brian then said "The notes state that the resivour was empty upon arrival". I said to him that is impossible because my vehicle was operating fine before my visit. Brian refuted that statement saying that it broke before I arrived and that the resivour was empty. I said to Brian that in these notes from their mechanic you can clearly see in the picture that there is coolant still in the resivour. Brian then shifted his tone to saying "maybe we added coolant to the resivour". I asked why was that not in the notes. Then he said that he can offer me an estimate on fixing the problem. Which is unacceptable that they wish for me to pay after obviously tampering with my coolant system and causing more damage and issues.

  

  Business response

  01/12/2023

  I am ***** ******, owner of Oxford Automotive.  I spoke with ****** and met him over at his house to look at the car.  I also viewed the inspection that my European technician performed on the car.  This Mercedes is in very bad shape!  Engine is knocking and there is metal material in the oil.  The coolant leaks were all documented on the inspection pictures.  You can tell that it has been leaking for a while due to the dried coolant that is crusted around the broken tee.  ****** acknowledged that he has been adding coolant often.  ****** shared with me when I went over to his home to see the car, that he feels that the coolant leak is much worse after we touched the car.  I am not in a position to know if this is true, but I have no reason to not believe ******.  I am giving ****** the $210 back that he paid us.  He agreed that this would be a satisfactory solution.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 19th, 2021, I asked Oxford automotive to investigate why my phone was no longer communicating with my car for the first time since I purchased in 2016. I was suddenly unable to play audio, charge, or control my iphone SE or husband’s iphone 7. I asked Oxford to investigate this, and some other service repairs. At first they did the service repairs, but ignored the USB connection issue. I asked them again to look into the USB connection. I paid $144.42 for a diagnostic. They said I needed to replace the entire usb adapter control for $1346.61, which would have a 36,000 mile warranty. I agreed, and they took another week for this work, because they wired it incorrectly the first time according to Jeff the service advisor. When my car was returned, the phones still did not communicate with the car. I came back and they told me it was because our phones were too old. So, I bought a brand new iphone 13 for $699. This worked for a few weeks before the same problem emerged; it would not communicate with the car. Also, they set off the airbag light during their repair, so I had to bring it back a third time When it stopped working again, I moved back to Colorado so I could not bring the car back into the shop. The manager requested that I take it in to a Honda dealership, saying "I will cover the diagnostic cost of your concern and if Honda finds that the module we put in to be defective or not the solution to your phone connection issue I will refund the entire amount that you paid us for the services." The Honda diagnostic cost only $48 and determined the USB port was not meant to communicate with the car, but only charge it. They were unsure why it worked before. In conclusion, Oxford recommended a part I did not need and failed to inform me that the new USB port would not be able to communicate with the car. They will not honor the warranty or refund for their services as promises. Please see invoices & emails attached.

  Customer response

  12/29/2021

  Hi there,
  
  I was able to resolve this issue *********** with the business yesterday,
  and they are offering me a refund. How can I resolve this complaint
  on the BBB? Please advise.
  
  Thank you so much for your advocacy.
  
  ******* **  ****** ****** ********* ******** ****** ******* *** ********* ***** **** *** ****** ********** * ******* **** ******* ******** ************ ******* ****** ****** * ******* ***** ************** **** **** * ******* *** **** * ****** ****** ******

*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. ↩