Complaint Review: Walt Sweeney Ford - cincinnati ohio

I bought a used Ford  Expedition from Walt Sweeney on Glenway Ave in Cincinnati Oh. This SUV was a surprise birthday gift. After bringing the SUV home my husband noticed that the driver running board wouldn't come down but the passenger side did. We wouldn't have known this being that we never had a vehicle like this because we didn't have an owners manual, It it wasn't for us opening the passenger side door we still wouldn't have known.

Also we discovered that the front air conditioning was not working and that the front grille was loose. As soon as we found these things we contacted the salesperson whose name is Bryson Bell. Bryson stated that he had no knowledge of this and that they could possibly buy the vehicle back, since we did not want them to buy the vehicle back we stated we wanted it fixed.

Bryson stated that it would have to be fixed at a price which was unacceptable especially since a warranty was purchased and none of these problems were reported to us before the vehicle purchase. Being that it was under warranty Bryson said he would transfer me to a lady that could help me and upon being transferred I left a message for the lady.

After more than 24 hours and no one calling me I contacted Bryson back and asked if he could make sure the lady gave me a call and he said sure. After another 24 hours or more passed and not being contacted by anyone a message was sent to all the Sweeney brothers and awaited a response.

We immediately got a call from Keith Maines and he stated to bring the vehicle in and the problems would be fixed for $1.

When the vehicle was finished Keith Maines called me to let me know it was finished and I was told that we must have hit something to make the grille come loose but yet there was no other damage to the front of the truck and the grille sits up too high for us to have hit something without doing any other damage.

After getting the truck back the headlights are not functioning properly and the windshield wipers are not functioning properly either, both were fine before we took the truck back to fix the first 3 problems. When my wife called Keith Maines to let him know of the problems now she was told " hold on, wait a minute, we can't fix everything"

We weren't asking them to fix everything just what they somehow messed up after having the vehicle serviced. The biggest problem and red flag is being accused of doing the damage myself when the vehicle was originaaly owned by one of there workers and he decided for some reason he didn't want it and sold it back to them, but yet everyone at the dealership claims they didn't know anything was wrong with the vehicle

Below is the original messages and the response:

Highly Disappointed Customer

Inbox

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Eric H

Fri, Jul 24, 1:55 AM

to wsweeney, tsweeney, wsweeneyjr, bcc: me

Hello,

My name is Eric Henderson and I purchased a 2010 ford expedition from your location on Glenway Ave through Bryson Bell and I have been very unhappy since

When I purchased the vehicle, it had some problems that I know had to be known about but wasn’t told and if I was told I would have asked them to be fixed before I bought the vehicle, or I would have not purchased it at all.

The front grill is loose and must be moved back into place every time you get in the vehicle.

The driver's side step doesn’t come down when you open the door. Now this is a feature that I didn’t even know the truck had until one day I opened the passenger door and the step on that side came down.

Lastly the air conditioning in the front of the vehicle goes on and off when it feels like.

I called Bryson about these problems a couple days after I purchased the vehicle and asked if I could return it, his response was no but we could possibly buy it back, but I would probably lose money.

Since I didn’t want to lose money I asked if the warranty or the service contract, or whatever it’s called covered the problems which I was forced to purchase with the vehicle (meaning I didn’t ask for them).

Bryson stated that he didn’t know and switched me over to another lady who’s name I don’t remember but said she could answer my questions.

I left a message for the lady expressing my concerns and never got a phone call back.

I have been in touch with Bryson Bell a couple of times and asked him if he could get my questions answered since I can’t get a call back and he said sure, but I still have not heard from anyone.

Your company sends out an email stating if I’m not 100% satisfied to give them a call and I did, but I ask what’s the point?

I’ve been an Operations manager for almost 15 years and was a sales manager for 5 years before that and customer service doesn’t stop after the sale, good customer service lasts a lifetime and the best salespeople and owners know this.

I am beyond disappointed and at this point don’t feel that anything will be done or that your company even cares but I decided to let you know because it’s your name and reputation on the sign outside.

I don’t plan on ever entering another Sweeney location again and will tell everyone that listens not to either.

Just for information purposes this was my second vehicle purchase with the Sweeney brand, I bought a Cadillac from your Jake Sweeney location in Tri County in the 2000’s.

Eric Henderson

[email protected]