Obaugh Ford, Inc.

Revdex.com:
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.The plain and simple fact is that I took this Ford manufactured vehicle to a Certified Ford facility which proudly advertises their services everyday for a problem that I explained to them I couldn't fix went through they're process of repairs on the car TWICE both times being hit with a bill for over $and nothing that was done had any affect on the problem that I took the car to them forThey claim they were fixing more pressing issues with the car the only problem I had with the car was the one I took it to them for & explained on both occasions the problem and symptons and was told that the repairs suggested would resolve my issueI agreed to the first repair reluctatenly the problem was not fixed went back a second time they found more issues and all but guaranteed that this would solve the issue (per their BEST TECH) I agreed argued the price of the bill upon picking it up the second timeThey acted like they were doing me a favor and knocked a small amount off of this billWell same as first time the problem was not fixed! So now I have spent over $of my money on work that did nothing to solve my original problemSo as I stated before I am requesting the money I paid for this labor (not the parts) to be refunded to me I don't want credit towards more services from themFrankly, the amount of credit they are offering is insulting by matching the price of the part that I ended up buying and installing myself to repair the car and yes I did tell them the first and second time that this part had been replaced and all replaced parts were in the back of the carSince they are the experts with all of their diagnostics and resources you would think that I wouldn't have had to spend this amount of money for repairs that ultimately did nothing to resolve the original problemSo the choice is theirs, I am requesting what I feel is fair for this situation If they agree to my demand I will chalk it up as a learning experience and move onIf not I will do everything in my power to let anyone and everyone that I can about this and what kind of work and customer service you receive by doing business with them
Regards,
*** ***

Thank you for sharing your experience with usWe take our customers’ comments seriously so we can understand exactly what may have gone wrong and do our best to try and resolve any issues so it doesn't happen againWe would like to invite you to come back to try again
to resolve your complaint.Upon review, the Tribeca was purchased AS-ISHowever, once you contacted your salesperson on 01/12/2017, we immediately in writing via email agreed to have the problem diagnosed at SubaruWe also in writing via email offered to pay for a portion of the repair even though the car was purchased AS-IS.We have all of this correspondence documented and available to you and the Revdex.com upon requestWe heard from you again in person at the dealership on 02/16/At this time you met with our Used Car Manager who again agreed to honor our earlier offer to pay a portion (he offered half) for the repair at SubaruAt this time you informed him you were going to call the Revdex.comHe again reiterated we are willing to helpWe had no prior knowledge of issues with the car, however having 132k miles on the car at the time of sale, we chose the option to offer it AS-IS.In closing we are very willing to help you with half of the bill and value your patronagePlease feel free to contact us directly or thru the Revdex.com

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 will no longer do business of any kind with nor will I recommend in good faith Paul Obaugh Ford Lincoln to anyone I know
Regards,
*** ***

Obaugh Ford takes our customers comments seriously with a goal thatall disputes are resolved in a timely and fair manner for all parties involvedWe welcome the opportunity to resolve the plaintiffs issue by providing facts and transparent documentation. The facts of the transaction are
outlined below:The attached documentation will show both trucks were sold to the plaintiff and was disclosed to him upon his own admission verbally and in writing with his required signature on three documents that are attached. Paul Obaugh Ford refunded the full purchase price in the form of a trade allowance toward the purchase of any car on the lot after it was discovered the four wheel drive did not workWe did this in good faith to satisfy the plaintiff even with the signed documentation for the purchaseThe taxes were not refunded as they are collected and forwarded to the state and not part of the purchase price. The salesperson and manager encouraged the plaintiff to pick out another vehicle that had a warranty or was eligible for an extended warrantyBased on the plaintiff’s budget and desired options the Chevy Swas a good fit, however it did not have a warranty or qualify for an extended warrantyThe truck could only be sold and had a list of issues that required repairThe plaintiff made the decision to take the truck with the KNOWN issues and was asked on several occasions if he was sure he did not want to continue to look for another optionThe plaintiff purchased the truck and took it to *** *** in Stuarts Draft to have the repairs done after it was purchased(Bill attached). Based on the facts outlined above, Obaugh Ford is in total compliance and provided full disclosure to the plaintiff verbally and in writingThe Truck was sold No Warranty.Paul Obaugh Ford is certainly willing to offer a fair trade allowance or a discounted repair on the transmission of the S10. *** *** *** Paul Obaugh Ford

Mr. [redacted] came in for an appointment on September
22nd 2014 and stated "vehicle will have a rough idle at times, will rev
high generally occurs at a stop" customer stated he had replaced IEC
valve, coolant temperature sensor, throttle position sensor, has cleaned mass
air flow sensor, and has...

not found any vacuum leaks. Mr. [redacted] approved $99.95
in diagnostics to start testing, then we called with findings and an estimate
for repairs. Computer testing was performed , the computer showed no codes in
memory, a road test was performed with the diagnostic computer hooked up to
vehicle, the computer showed an engine miss fire on cylinders #1, #2, and #4.
Mr. [redacted] was contacted and test results were discussed and it was recommended
to replace spark plugs, spark plug wires and ignition coil, estimate for this
repair  with testing is $575.00.  We also stated customer may have additional
concerns, customer approved repair. 
After repair was completed, vehicle was road tested and retested with
ids, engine miss was corrected. Mr. [redacted] picked up vehicle to drive and let us
know if he still has any concerns.
            Mr.
[redacted] dropped his vehicle off October 13th 2014 stating “ran ok for a while but
still has a high idle and surging intermittently". Computer testing and vacuum
testing was performed at no charge to Mr. [redacted].  No codes were found in the vehicles computer,
vacuum testing revealed a leak at the PCU cover gasket.  Mr. [redacted] was called and informed of test
results and discussed estimate to repair vehicle, estimate for repairs was
$560.00 for parts and labor.   Mr. [redacted]
approved vacuum leak repairs.  Repairs
were further discounted to $518.00. 
After repairing vacuum leak, vehicle was road tested and all was ok at
that time.
            Mr.
[redacted] brought in his 2002 Mercury Cougar with a reoccurring issue he had been
attempting to deal with himself. Mr. [redacted] had been unable to resolve the
vehicles issues on his own.  The vehicle
had several issues, given the customer concern of a rough idle and a high rev
the most severe issues needed to be addressed first.  We were not made aware that neither repair
had ultimately resolved Mr. [redacted]’s concerns until now.
During the last visit, we gave Mr. [redacted] a 10%
discount on labor, and we also had $38.72 in owner Advantage Rewards we used to
further discount his bill.  The work
performed fixed MORE pressing issues of the vehicle, which we had to get out of
the way to continue finding the problem. 
When it was here, we never once had it “high rev” on us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
 
I would, however,  like to speak with you.
 
Regards,
[redacted]

We received a free quote on eaves repair, formal estimate, and warranty for the repairs. We were extremely satisfied with the work and have not had any further overflow/leak issues! Very professional and would highly recommend for any eaves repairs.

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After them not fixing it twice I did more research on the internet and talked with other mechanics and since the problem was with the idling I decided to change the Idle Air Control (IAC) again.  I put the new part on and my daughter drives it to work every day and we haven’t had the problem.  I have attached the receipt where I bought the part.I never got the voicemail so I am very sorry that I didn’t get back to you sooner.Thanks so much for your help.

We have received the receipt, and have found this part was said to have been replaced prior to the customer bringing the vehicle to us.  Since it was a NEW part that had been replaced already, we did not pin-point that part.The customer spent $125.94 with [redacted] on the part.  The customer also has an Owner Advantage account with us.  We are willing to place a credit of $125.94 on this account, effective today.  This amount can be spent in the Shop for any future repairs.We hope this satisfies the complaint, and hope to see him again.[redacted]Parts and Service DirectorObaugh Ford, Inc.###-###-####/[redacted]

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There was no offer proposed.
Regards,
[redacted]

Responding to repair issues on 2012 Honda CRV
 
First, thank you for bringing this issue up, and
I would like to say we are sorry.  During the time frame stated, our
dealership was going through a BIG transition of management and team members
(including the detail shop/wash...

bay).  This vehicle was here too long, I agree
fully.  With the transition and with 2 of our techs being hurt, it really
affected our business.  Unfortunately, the vehicle was brought in during this time,.
 
We were held up about a month, on whether or not
the vehicle should have been totaled or repaired.  We believe the customer
wanted it totaled, as two insurance companies were involved, and we had to wait
on the decision of total, or repair vehicle.  The insurance company
decides that, not us in that matter.  The vehicle was approved by
insurance to be repaired, and there was a lot to be done!  After rental
coverage was exhausted with the insurance, we placed the customer in a vehicle
of OURS for the last month at no charge to them.  During this time, the
only positive is that I can say is there has been a vehicle for them to drive,
thank goodness!   The vehicle had EXTENSIVE repairs, Still no excuse
for having it for the 3 months after that.
 
The only thing I can offer personally, is an
apology for this, as we do take GREAT pride in our work, and we do have a solid
reputation of getting things right the first time.  Even though we did not
on this vehicle.  Being a big part of the community for 50 years, we have
had very little turnover and or people hurt thank goodness, however we had our
fair share in the last 6 months.  I believe we are still and always will
be the place to take your vehicle, and I invite the customer back
anytime.

Review: The collision department has had my 2012 Honda CRV since June 11, 2014, following an MVA on June 9, 2014. I was finally told this past Friday that it was ready for pick-up, only to find that there were still repair issues. My damage was in the 2 doors on the driver's side. Apparently when the shop foreman inspected it for release he could not see that the driver's door was not lined up properly and did not open/shut it and realize that it does not open/shut properly. The center post is too close to the driver's seat, the windshield did not have the clips in it, the windshield wipers hit the front posts, the cover on the steering column was not attached. Because the door doesn't fit properly there is a massive air leak.

I was given many excuses; i.e., tech had accident and broke his shoulder, tech pulled a muscle in his stomach. Understanding that these problems could cause a set-back, I don't think that my car should have been in their shop for 4 months! The accident was not my fault and the other insured's insurance company has tried, as I have, to get my CRV finished and returned to me to no avail. I was told that they re-con my vehicle for me as they had had it for so long. I understand from the insurance company that this is something that should automatically be done. The car had not been cleaned when I saw it yesterday when it was supposedly ready for me.Desired Settlement: I'm not a person to want to get anyone or anything in trouble, but this is ridiculous! I would like to have the towing and recovery services in the area and insurance companies know that this particular collision center is not prompt or meticulous with their repairs.

Business

Response:

Responding to repair issues on 2012 Honda CRV

First, thank you for bringing this issue up, and

I would like to say we are sorry. During the time frame stated, our

dealership was going through a BIG transition of management and team members

(including the detail shop/wash bay). This vehicle was here too long, I agree

fully. With the transition and with 2 of our techs being hurt, it really

affected our business. Unfortunately, the vehicle was brought in during this time,.

We were held up about a month, on whether or not

the vehicle should have been totaled or repaired. We believe the customer

wanted it totaled, as two insurance companies were involved, and we had to wait

on the decision of total, or repair vehicle. The insurance company

decides that, not us in that matter. The vehicle was approved by

insurance to be repaired, and there was a lot to be done! After rental

coverage was exhausted with the insurance, we placed the customer in a vehicle

of OURS for the last month at no charge to them. During this time, the

only positive is that I can say is there has been a vehicle for them to drive,

thank goodness! The vehicle had EXTENSIVE repairs, Still no excuse

for having it for the 3 months after that.

The only thing I can offer personally, is an

apology for this, as we do take GREAT pride in our work, and we do have a solid

reputation of getting things right the first time. Even though we did not

on this vehicle. Being a big part of the community for 50 years, we have

had very little turnover and or people hurt thank goodness, however we had our

fair share in the last 6 months. I believe we are still and always will

be the place to take your vehicle, and I invite the customer back

anytime.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I would, however, like to speak with you.

Regards,

Review: My complaint is aganist the service dept. I took my 2002 Mercury Cougar in for a intermittent problem with the cars idling it would rev up to 2000 rpms or so on its own and stick there and then sometimes idle down and cut off. This was a safety concern since my 21 yr. old daughter is the primary driver. After trying to research and repair myself with no luck I decided to take the car to Ford. The service advisor contacted me and said I needed coil pack, plug wires and spark plugs due to cylinder misfires? I told him I had replaced all of those about a year earlier and the car wasnt missing he said that was his techs diagnosis and repairs woud be $575.00 so I agreed. About the second or third time we drove the car the same problem was still there just like in past. I contacted the serv. dept and took car back this time was told they found multiple vacuum leaks and the intake gaskets were bad? Cost of this repair would be $545.00 when I picked the car up I questioned the service manager about the cost of the bill since this was the second bill for over $500.00 he took 10% off of the labor. Him and the service advisor assured me this was one of there best techs and that this was my problem this time? Same as last time problem was still there after spending $1100.00 in repairs that didnt help the original problem I went back to researching the problem on my own have since fixed the car myself. I used to believe in the Ford name and product and expected to get quality service from a reputible Ford dealership like Obaugh. Through this experience I have lost all respect for the Ford name and will definetly never spend another penny of my money at Paul Obaugh Ford!Desired Settlement: I feel that Obaugh Ford should refund me my money for the labor that was done for these two bills I am willing to pay for the parts they replaced since I agreed to it but feel like the labor should be refunded since both times nothing that was done helped the problem that I took the car there for.

Business

Response:

Mr. [redacted] came in for an appointment on September

22nd 2014 and stated "vehicle will have a rough idle at times, will rev

high generally occurs at a stop" customer stated he had replaced IEC

valve, coolant temperature sensor, throttle position sensor, has cleaned mass

air flow sensor, and has not found any vacuum leaks. Mr. [redacted] approved $99.95

in diagnostics to start testing, then we called with findings and an estimate

for repairs. Computer testing was performed , the computer showed no codes in

memory, a road test was performed with the diagnostic computer hooked up to

vehicle, the computer showed an engine miss fire on cylinders #1, #2, and #4.

Mr. [redacted] was contacted and test results were discussed and it was recommended

to replace spark plugs, spark plug wires and ignition coil, estimate for this

repair with testing is $575.00. We also stated customer may have additional

concerns, customer approved repair.

After repair was completed, vehicle was road tested and retested with

ids, engine miss was corrected. Mr. [redacted] picked up vehicle to drive and let us

know if he still has any concerns.

Mr.

[redacted] dropped his vehicle off October 13th 2014 stating “ran ok for a while but

still has a high idle and surging intermittently". Computer testing and vacuum

testing was performed at no charge to Mr. [redacted]. No codes were found in the vehicles computer,

vacuum testing revealed a leak at the PCU cover gasket. Mr. [redacted] was called and informed of test

results and discussed estimate to repair vehicle, estimate for repairs was

$560.00 for parts and labor. Mr. [redacted]

approved vacuum leak repairs. Repairs

were further discounted to $518.00.

After repairing vacuum leak, vehicle was road tested and all was ok at

that time.

Mr.

[redacted] brought in his 2002 Mercury Cougar with a reoccurring issue he had been

attempting to deal with himself. Mr. [redacted] had been unable to resolve the

vehicles issues on his own. The vehicle

had several issues, given the customer concern of a rough idle and a high rev

the most severe issues needed to be addressed first. We were not made aware that neither repair

had ultimately resolved Mr. [redacted]’s concerns until now.

During the last visit, we gave Mr. [redacted] a 10%

discount on labor, and we also had $38.72 in owner Advantage Rewards we used to

further discount his bill. The work

performed fixed MORE pressing issues of the vehicle, which we had to get out of

the way to continue finding the problem.

When it was here, we never once had it “high rev” on us.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There was no offer proposed.

Regards,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

After them not fixing it twice I did more research on the internet and talked with other mechanics and since the problem was with the idling I decided to change the Idle Air Control (IAC) again. I put the new part on and my daughter drives it to work every day and we haven’t had the problem. I have attached the receipt where I bought the part.I never got the voicemail so I am very sorry that I didn’t get back to you sooner.Thanks so much for your help.

Business

Response:

We have received the receipt, and have found this part was said to have been replaced prior to the customer bringing the vehicle to us. Since it was a NEW part that had been replaced already, we did not pin-point that part.The customer spent $125.94 with [redacted] on the part. The customer also has an Owner Advantage account with us. We are willing to place a credit of $125.94 on this account, effective today. This amount can be spent in the Shop for any future repairs.We hope this satisfies the complaint, and hope to see him again.[redacted]Parts and Service DirectorObaugh Ford, Inc.###-###-####/[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The plain and simple fact is that I took this Ford manufactured vehicle to a Certified Ford facility which proudly advertises their services everyday for a problem that I explained to them I couldn't fix went through they're process of repairs on the car TWICE both times being hit with a bill for over $500.00 and nothing that was done had any affect on the problem that I took the car to them for. They claim they were fixing more pressing issues with the car the only problem I had with the car was the one I took it to them for & explained on both occasions the problem and symptons and was told that the repairs suggested would resolve my issue. I agreed to the first repair reluctatenly the problem was not fixed went back a second time they found more issues and all but guaranteed that this would solve the issue (per their BEST TECH) I agreed argued the price of the bill upon picking it up the second time. They acted like they were doing me a favor and knocked a small amount off of this bill. Well same as first time the problem was not fixed! So now I have spent over $1100.00 of my money on work that did nothing to solve my original problem. So as I stated before I am requesting the money I paid for this labor (not the parts) to be refunded to me I don't want credit towards more services from them. Frankly, the amount of credit they are offering is insulting by matching the price of the part that I ended up buying and installing myself to repair the car and yes I did tell them the first and second time that this part had been replaced and all replaced parts were in the back of the car. Since they are the experts with all of their diagnostics and resources you would think that I wouldn't have had to spend this amount of money for repairs that ultimately did nothing to resolve the original problem. So the choice is theirs, I am requesting what I feel is fair for this situation. If they agree to my demand I will chalk it up as a learning experience and move on. If not I will do everything in my power to let anyone and everyone that I can about this and what kind of work and customer service you receive by doing business with them.

Regards,