ComplaintsforAschenbach Ford of Wytheville LLC

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car battery from Ford cause they are SUPPOSED to be the best. The first battery lasted a month, died, they gave me another battery, it's dead. I am stuck now with a inoperable truck. They wanted to come and get my truck to put a battery in, I refused, no one is taking my only vehicle to a Ford Dealership. I can see it now..........something is wrong wth the truck and needs repair. I know no repairs are needed it's been to ******** for a complete inspection. They can make up repairs that aren't needed. I do not drive that much due to disability, both batteries have less than 40 miles. I am very upset and disappointed in Ford and the Dealership. Please assist any way you can

  

  Business response

  05/06/2024

  We're very sorry ******** *****, but as we explained at the time you contacted us about the battery, it was Out of Warranty. However, in an an attempt to provide exceptional customer service, we worked with our battery supplier to source a new battery for you. Additionally, we offered numerous options for changing out the battery - all at our expense: 1) pick up and return of your vehicle 2) mobile service at your home 3) bring the vehicle in. None of the options presented were acceptable to you.So, again, to provide exceptional customer service, we did indeed try to replace your Out of Warranty battery - and at our expense. At this point, because none of our solutions worked for you, we feel we have done all we can do.

  Customer response

  05/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am extremely dissatisfied with the response from business. This is the second battery I had to replace. First battery per attached invoice......died for no reason, second battery is dead, my truck is not movable, hence I don't trust Ford batteries anymore!!!!! I was never told they were out of warranty. There are not even a year old?????Regards,******** *****

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jeep purchase date 7th September 2023 Documents provided by *** ****** ******** show transmission issue prior to purchase During the first 30 days ****** and ***** sales manager where told we wanted to recind the contract due to the delay and Mechanical issues The dealership was contacted numerous times I was told there was no staff to deliver vehicle, condenser, evap leak, boot latch, boot latch wrong colour On the 16 October, Cam my boyfriend and I spoke with **** GM, who advised us jeep needed a new transmission for the first time Over a couple of weeks we negotiated the finance being rolled back, when a complaint was raised against him through credit acceptance he withdrew this and then said car was ready then said the transmission would be fixed **** then asked me to lie to warranty company to tell them I drove the car and it wouldn’t shift gears between 3rd and 4th On the 16 October got flat tyre on I70 motorway with no spare tyre, we had no option to be towed via orders of the police and has refused to pay for the tow bill and replacement tyre. Instead he abused us because he gave us a car to use Nov 2nd I was involved in accident in Jeep Compass which I was driving which had a dealership tag on it. The police officer involved requested insurance details from them which was not given and he had to call dealership to get them. We where informed due to the dealer tag we would be covered by there insurance now dealership has filled a claim with my personal insurance which was not on the policy. Vehicle was collected on 13 November 2023 as it advised the transmission was fixed Jeep presented transmission issues same day and the dealership was contacted on Monday morning no follow up, ***** service manager will not send any requested documentation in regards to recent repairs and has not followed up with warranty status on the transmission He told us he wouldn’t have sold us the Jeep and wanted to either Find a safer car by winding the finance back

  

  Business response

  04/02/2024

  We have been in negotiations directly with the consumer on this matter.  Please contact me directly with any questions.  ****************************** ************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealership to have my car A/C fixed 9/8/23. I had some damage when I left that day. My hood, headlights, and side mirrors had all kinds of damages like someone had gouged out places all over the areas on the hood and side mirrors and the headlights had some kind of black spots on them. Also the windshield had a crack on the corner of the top along with the seal going around the windshield had what appeared to be scratches all over it. I sent pictures into a woman named ******* **** that got me in touch with a man that told me he owned Ashenback Ford even though I later came to find out he does not in fact own it he is a Chief Operating Officer. He came in from ******** to see the damages and again to take care of it. However he and I had different ideas of what was to be done. He said he would have windshield replaced and fix the spots of damage on the hood and paint them. When the paint was done however it was only painted over the damage and damage was left underneath. I was upset. I never again to have the damage left there. We were under totally different ideas. I never would have agreed to that and he knew that. He refused to speak anymore. I said I would speak to a lawyer and they refused to have any further communication. I can’t afford to take them to court after Speaking to lawyer so I’m out of the money $350 for the repairs that never fixed my A/C plus a faulty windshield that they had put in and I took it back to the place they had to install it and air is still coming from somewhere. Plus I have the damage underneath the poorly painted hood.

  

  Business response

  11/17/2023

  Ms. ******* came into our dealership initially on September 8, 2023 for service to her vehicle. Our shop diagnosed the issues with her vehicle and Ms. ******* authorized the repairs. Upon check-in at our service counter, her vehicle was photographed and those photos which show the condition of her vehicle upon arrival are attached with this note. When Ms. ******* picked her vehicle up after the services were performed, she had questions about how to keep pine needles out of her hood so our shop foreman went outside and had a conversation with her at her car. He even opened her hood to demonstrate how to keep pine needles from gathering in the crevices. She did not mention anything about damage to her vehicle. That afternoon, Ms. ******* returned, insisting that we had damaged the vehicle while it was in our custody. She demanded a full refund for the services performed, a replacement windshield and repair of the chipped hood paint as well as her headlights.  As can be seen in the attached photos taken upon check-in, the paint was quite damaged and in fact, rusted inside the damage; the headlights were fogged as occurs with use over time; the windshield gasket was warped and whitened from exposure to weather and sun and the windshield was cracked. None of this occurred in our shop. Initially, we attempted to discuss the situation with Ms. *******. We attempted to explain to her that rust, weathering to her windshield gasket and headlights did not occur overnight. But Ms. ******* continued to insist that all of this was all done by our store. She made several visits to our service department – at one time, yelling so loudly and using threatening gestures to a point that she had to be asked to leave. She has placed many, many calls to the other stores owned by our company as well as our corporate offices, sent many, many emails and placed inflammatory posts in various locations.  It’s very important to us to build strong relationships within this community. Because of this, as well as to hopefully remedy the situation with Ms. *******, one of our owners got involved in this situation. ***** ******, who is also our Chief Operating Officer, talked with Ms. ******* and authorized 1) a windshield replacement 2) buffing of the headlights 3) touch up of the chips on the hood of her vehicle. He explained to her that we would not sand and paint the hood, but would fill in the chips with paint. *****, in fact, made several round trips from our corporate headquarters in ******** to Wytheville to talk with Ms. ******* and be personally involved in this process.  After all of our efforts, in an email dated 10/13/2023 to HR Director ******** ****, Ms. ******* thanked ******** for the wonderful job done on her windshield, but she said that she still expected the hood of her car to be sanded and painted and the headlights replaced. There have been dozens of communications between various of our staff and Ms. ******* over this matter. On October 18, 2023, Ms. ******* reached out to HR Director ******** **** yet again via email, informing ******** that she would be retaining legal counsel to represent her in this matter.  ******** told Ms. ******* that considering her intention to retain a lawyer, all further communications would need to be handled though our legal department and that should she have further questions or concerns they would need to be communicated between her lawyer and ours. This is standard operation procedure once legal counsel has become involved.   The Aschenbach Automotive Group, goes above and beyond for our customers and we believe wholeheartedly we certainly did this for Ms. *******. We did so in good faith that while we did not damage this vehicle, we had attempted to alleviate our customer’s distress.   Attached please find:1) Photos of Ms. *******’s vehicle upon check in at our service desk2) Work orders associated with this vehicle since September 8 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I went to Aschenbach Ford to possibly buy a car. The numbers didn't work for us. So, we left. 2 days later, **, the financial manager had made a second (unauthorized) hard inquiry on his credit report. And when my husband called him, he had no issue using the ablest slur "the r word" knowing that we were there to get a reliable car to transport our special needs son to school and therapys. After all was said and done, the general manager "had a conversation with him and he feels remorse". Needless to say, they support ablest slurs. While still trying to get a sale.

  

  Business response

  07/10/2023

  On Monday, July 3, ** had a conversation with this customer concerning the term of their prospective vehicle purchase and specifically a way the monthly payment might possibly be lowered. ** explained that he could attempt to find an alternative loan with different terms. Pursuant to this conversation, on July 5th, ** found a different term loan for the customer. This was simply done to assist the customer, with the best of customer service in mind, as had been outlined in the July 3 conversation with him.Further, ** would never deliberately slur anyone. Any verbiage he used was in the description of the loan process and the subsequent conversation about the loan, not in any way about a person. Any misunderstanding is certainly regretted and sincerest apologies for that misunderstanding were offered. He just simply would not toss out personal slurs under any circumstances.In summary, anything ** or the General Manager did was in service to assisting the customer in getting the vehicle they needed at a more affordable payment. This was done after a conversation with the customer and was certainly not meant to cause any malicious action to their credit.

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