Complaint Review: Leif Johnson Ford - Austin Texas

This is far and away the worst car buying experience of my life. I can hardly put into words how disappointed I am with Leif Johnson, but I'll do my best for the sake of future prospective customers. 

I'm going to lay out the facts, so you can see how this isn't an isolated incident, but rather a systemic problem that permeates their entire organization.

1. I purchased a used car from Leif Johnson in August of 2012.

2. The car was dirty when we test drove it, but I wasn't concerned because the salesman promised it would be given a complete detail upon purchase. The car had low miles (~36,000 miles) and met all the requirements we had (or so we thought).

3. When I arrived to pick up the car after buying it, it looked like it had been run through a machine car wash (the outside was clean) but the inside was still filthy. I communicated my frustration and disappointment to the salesman, and he assured me that they would do a better job. I told them I would wait, and that I just wanted it done right. He assured me it would be.

4. I picked up the car an hour later, and it was still dirty on the inside. The salesman admitted that the job was poorly done. Having sensed my frustration, he offered to have me come back in a few days and get a better detail when they had more time to do a thorough job. I wasn't excited at the prospect of wasting time and gas going back to the dealership, but I thought it would be worth it to have it done right.

5. As I was about to leave the dealership, I noticed that the car had an empty tank of gas. I was shocked they didn't take the time to fill it up. Every car I've ever purchased from a dealer came with a full tank of gas. I conferred with friends, and they all agreed this was strange. After another disappointed exchange with the salesman, I was able to convince him that it's a common courtesy to fill up a car with gas when making a purchase. He reluctantly agreed, and gassed it up for me.

6. Before I left the dealership, I told the salesman that we needed the second set of keys. He lied to me, and said they were at one of their other dealerships, and that he would have them sent over the next day.

7. I brought the car back a few days later to have it re-detailed, and to pick up the second set of keys. The detail was FINALLY done to my satisfaction, but the second set of keys were nowhere to be found. I told him I wasn't comfortable with his reason, but he re-assured me that the keys would arrive, and that he would take care of us.

8. A week later the keys never arrived. I tried contacting our salesman, and he did not return our call. My wife also tried contacting him, and he didn't return her call either. Finally, I sent him a text, and he made an excuse about not getting back to us, and said he would take care of it. A few weeks later, we still had no second set of keys, that we were promised.

9. I left a 1-star review on Yelp.com indicating my disappointment with my experience. Within a day of leaving that review, the staff at Leif Johnson was "scrambling" to make the situation better. I told them it was too late for that, but if they could get my second set of keys, and offer a proper apology , that I would reconsider the 1-star review I had left for them.

10. After leaving a poor review, they reached out to me and resolved the situation within 1 week. It was a disappointment that it required a poor review to provide a minimum level of service, but I was just happy to finally have the second set of keys.

11. I  figured the transaction was closed at this point, and updated the review, and left my original review in tact.

12. Two months later, the engine in my slightly used GMC started making a knocking sound. It was a rather innocuous sound, so I didn't think much of it, but it gradually became louder. I told my wife to make note of it. 

13. A few weeks ago my wife came home and said the car with 38,000 miles on it wouldn't start. I was shocked. She managed to get it started again, and rolled it into a local transmission shop, where it completely died on their lot.

14. It didn't take long, but the transmission guy was able to diagnose the problem immediately. The engine had blown!

15. We had the car towed to Covert GMC to do a more comprehensive diagnostic. As the transmission shop had said, the engine had blown. Apparently, there was sludge all over the engine.

16. Covert GMC determined the engine blew due to neglect from the previous owner. This was clearly not our fault, or GMC's fault, but something that was easily detectible by Leif Johnson when they procured the car. The mechanic would have seen sludge in the oil upon changing the oil - something they promise to do as part of an inspection they perform before buying/selling the car. This was clearly never done.
 
17. A new engine from GMC would have cost us approximately $6,000. Through a series of special approvals, Covert GMC was able to replace the engine for a $500 deductible. Since Leif Johnson had sold us a lemon, we fully expected them to do the right thing, and pay the $500 deductible.

18. I dropped by their store on Friday December 21, 2012. I asked to speak with a general manager. I wasn't able to speak to the General Manager, but I was able to speak to a guy named Dan. I calmly explained the situation to him in detail.

19. He said he could not approve such a reimbursement, and that the guy who could was on vacation, but would be back Monday December 24, and would promptly reply to me.

20. I didn't hear back from Leif Johnson on 12/24.

21. I didn't hear back from Leif Johnson on 12/26. 

22. I didn't hear back from Leif Johnson on 12/27, so I decided to send "Dan" a text message to follow through. He said he would have someone call me back soon (3 days after he promised to follow through).

23. Chuck (I assume he is the General Manager and/or decision maker called me back. I calmly explained the situation to him, but all he responded with was that this wasn't their fault, and that they have a 7 day return policy, and that this fell out of that timeframe.

24. I calmly explained that this was an unusual circumstance (engines don't blow at 38,000 miles) and that it was indicative of our entire experience at Leif Johnson.

25. I convinced Covert GMC to call Leif Johnson and explain the situation. They did so promptly. Covert GMC explained to Leif Johnson that any mechanic who had done the original oil change would have seen the sludge. Furthermore, if they had done something as simple as remove the oil cap, they would have realized this.

26. After Covert GMC explained this to Leif Johnson, I received a call back from Leif Johnson. They reiterated this wasn't their fault, didn't say sorry, and said we were out of luck. I explained to them that all they had to do was the right thing, which was reimburse us for the $500 deductible, but they declined to do so. I also explained that this was just one of several problems we had at Leif Johnson.

27. I explained to Chuck that I would not let this rest, and that I would be filing complaints through the appropriate consumer complaint and protection forums, to which he responded "we sell way more cars than Covert GMC, this won't effect us." At this point, I ended the conversation. I was blown away by such a smug response.

28. Worth noting is the fact that Chuck said he had talked to his boss, and his boss's boss about the situation, but that neither of them would stand behind their product.

In summary, this is the worst car buying experience I've ever had, or could have imagined. Having read their Facebook page, and other consumer complaints, I can see I'm not alone. This company routinely deceives customers, and doesn't stand behind their product. 

Avoid Leif Johnson. There's other dealers in town that will treat you with dignity and respect, and stand behind their product.