- Report: #1038721
Complaint Review: Greiner Ford Motor Company - Casper Wyoming
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Author Not Confirmed
Why?
Greiner Ford Motor Company
3333 Cy Avenue Casper, 82604 Wyoming, United States of America
Phone:
(307) 266-1680
Web:
http://www.greinermotorco-casper.com/index.htm
Categories:
Business Rating:
(0)
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Greiner Ford Motor Company Greiner Ford misdiagnosed a problem with our Ford Explorer and now we are out $900 plus the cost of a new transmission ($4,000). Casper, Wyoming
On March 9th we dropped our 2006 Ford Explorer vehicle off at the Greiner Ford Service Department in Casper, Wyoming because our engine and tool light symbol both came on during a road trip. We rented a car to complete our trip and during that time the technician called and told us a solenoid assembly on the transmission was bad. They replaced it and we picked the vehicle up on our way back on March 15th. We paid Greiner Ford $896.33 and continued our trip home. Two days later both the tool light and engine light came on again. So we took the vehicle to the Ford Country of Lewisville Service Department in Lewisville, Texas on March 19th. The technician called us two days later and told us the entire transmission was completely burned up and he couldnt believe we even made it back as far as we had. He said metal shavings were pouring out of the transmission and the part that the technician replaced in Wyoming may or may not have even been replaced by Greiner Ford. He also said there was no way a trained technician would not have known the entire transmission was bad when we first had it inspected at Greiner Ford in Wyoming.
We initially paid almost $900 to have the solenoid assembly (misdiagnosed) replaced only to turn around two days later and have to replace the entire transmission for almost $4,000 at the Ford Dealership in Lewisville, Texas. We tried writing the Service Manager, Andrew Savoy, on Friday morning, March 22, and explain what had happened only to have him disregard our concerns when he refused to refund any portion of our payment and blamed it on our vehicle being a "high-mileage" vehicle. When we received his response on the evening of March 22, we immediately sent an email to the Vice President, Pete Greiner, and included Mr. Savoys response. We still have not heard anything back. We also filed a report with the Better Business Bureau (where they maintain an "F" rating by the way) and they completely ignored our concerns as well as the many other complaints that were filed against them by other customers.
We feel and the Service Department at the Ford Dealership in Lewisville, Texas feels that we should receive a full refund for the misdiagnosis and lack of services rendered at Greiner Ford. Had the solenoid assembly been the problem it would have been fixed once this part was replaced. Since only two days later the engine and tool lights in our vehicle came on again, this apparently was not the problem and was a very obvious misdiagnosis. We have taken tremendous care of our vehicle since we first bought it in 2007 and do not feel we should be charged almost $900 for a part that was not even the underlying problem in the first place.
We initially paid almost $900 to have the solenoid assembly (misdiagnosed) replaced only to turn around two days later and have to replace the entire transmission for almost $4,000 at the Ford Dealership in Lewisville, Texas. We tried writing the Service Manager, Andrew Savoy, on Friday morning, March 22, and explain what had happened only to have him disregard our concerns when he refused to refund any portion of our payment and blamed it on our vehicle being a "high-mileage" vehicle. When we received his response on the evening of March 22, we immediately sent an email to the Vice President, Pete Greiner, and included Mr. Savoys response. We still have not heard anything back. We also filed a report with the Better Business Bureau (where they maintain an "F" rating by the way) and they completely ignored our concerns as well as the many other complaints that were filed against them by other customers.
We feel and the Service Department at the Ford Dealership in Lewisville, Texas feels that we should receive a full refund for the misdiagnosis and lack of services rendered at Greiner Ford. Had the solenoid assembly been the problem it would have been fixed once this part was replaced. Since only two days later the engine and tool lights in our vehicle came on again, this apparently was not the problem and was a very obvious misdiagnosis. We have taken tremendous care of our vehicle since we first bought it in 2007 and do not feel we should be charged almost $900 for a part that was not even the underlying problem in the first place.
3 Updates & Rebuttals
Denny Childs
Casper,Wyoming,
USA
BBB will not recognize Ford
#2Consumer Comment
Sat, October 03, 2015
This has nothing to do with not paying a BBB service fee. Actually that would be illegal! I reported Casper Ford Motor to BBB as well as many others I know. You are marked for repeatedly not satisfying customers needs. Word has gotten around and your bad treatment of others will be a curse on your head. Go to Fort Collins if you want a Ford and get a real deal it's worth the drive.
Integritystillcounts
Lantana,Texas,
Where is your integrity?
#3Author of original report
Tue, May 21, 2013
Investigate the customer's complaint? If I remember correctly, which I do, I had to contact your dealership after I received no response to my phone call and email. After I actually reached you, you said you had deleted my message. So it seems to me that I did most of the "investigating".
My family and I were on our way back to Texas and we trusted your service technicians had correctly diagnosed the failure on our vehicle. We are not mechanics. Although we weren't quite sure the vehicle was running as it should because it seemed like it was riding rough, we decided maybe it was something "other than the problem your dealership supposedly fixed". We had no service lights come on until the last 5 miles to our home. That's when we took it to the dealership here in Texas, who by the way has an A rating with the BBB. I spoke with the technician myself and he told me any trained technician at your dealership should have known the problem was the transmission and not the solenoid assembly, as your technicians diagnosed it. So I don't know who you spoke to at the dealership but they told us a different story than what you are claiming.
in addition, there are a plethora of companies who do not subscribe to the BBB but still care about their reputation. Your dealership completely ignored the request from the BBB to determine a reasonable solution, from an unbiased third party, to the problem our family was put in after our transmission completely failed after only two days of driving away from your dealership. Does that sound right to you? At the very least you could have given us back your profits, just out of sheer understanding or respect for your customer. But we did not get so much as an apology for our situation. When the service lights came on initially, we made sure to take our very well cared for vehicle to a certified Ford Service dealership in order to get competent technicians, but what we were left with only led us to more money out of our pockets. We even told your technicians ourselves that we suspected the transmission was bad!
We then left the vehicle at your dealership and had to rent a vehicle for another $500 to make the rest of our trip while your technicians worked on it. So just add that to the total bill for our family trip. Concerning the BBB, we did not contact them first, we contacted your service manager to give him a chance to make it right. We have been more than reasonable customers and have only asked for understanding and respect, which we did not get. It is just sad to see our family treated this way when we have been loyal Ford customers all our lives. We have since traded in our vehicle for a Subaru in order to hopefully never be treated this way again. Never bought anything but Ford but since our dealings with your dealership and being ignored by Ford themselves we have no reason to be loyal Ford customers anymore. It is just sad...
Patty with Greiner Motors
Casper,Wyoming,
Greiner Ford Service
#4UPDATE Employee
Mon, May 20, 2013
Regarding the complait from "Integritystillcounts", we investigated this customers concern and found the following:
- A concern was identified by the customer somewhere between 200 (he said) and 1,000 miles (he wrote) after leaving our dealership but the customer continued on to Texas.
- He continued driving after identifying a concern that causes catastrophic failure.
- The dealer in Texas that repaired the vehicle for a second time determined that the complete failure had nothing to do with our repair, and supported our prior diagnosis and repair.
The rating from the BBB is due to us not subscribing to their services, and is in no way a reflection of our company.
