ComplaintsforLes Stumpf Ford

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Service on my vehicle to replace a recalled part on 9/24/24. Requested the mechanic review noise in back end of vehicle and malfunctioning back up camera. Was told each diagnostic for each concern would be $125. This is an uncommon practice and there have been many complaints in reviews regarding these fees. $500 to diagnose 4 different vehicle issues is unheard of. This is their policy and they can make policies and fee lists as they choose. However, my complaint involves an arbitrary $5 shop fee on my bill that was not explained and management refused to refund. I attempted to explain that in order to perform diagnostic testing, the vehicle would have to be in the shop, to which the manager agreed. When I asked why this wasnt included in the $125 diagnostic charge, the manager stated it was just a fee charged to everyone who comes in. I question the validity of this fee, its purpose, where the money goes, why the business is entitled to charge an unnamed and unexplained fee to every customer. What is this fee for? Where is the money going? Why is a business allowed to charge a fee that was not explained upfront and not explained after service? When I refused to pay this charge, the manager said then you wont get your car back. When I said I would call the police, he said go ahead, you wouldnt be the first and the cops wont do anything until you pay your bill. This is threatening grand theft auto as well as extortion, intimidation and robbery.

  Business response

  09/25/2024

  Charging a diagnostic fee is a very common / normal practice. Manufacturers allow time for diagnosis; extended warranty companies allow time for diagnosis. Each time we do mystery shops to see how we perform compared to our competition, our secret shoppers are charged for diagnosis if performed. What weve found is that our diagnostic charge is normally cheaper than others in the area. Ive personally worked at 2 other dealer groups in my automotive career, and both charged for diagnosis.
  We need to be able to pay the technician for the time spent diagnosing the concern. If the owner of the vehicle does not pay for that time, who should pay? The vehicle is not under warranty, so financial responsibility would fall to the owner, not the manufacturer, and not the dealership. If the owner does not pay, who pays the technicians time?
  The shop supplies fee is also a common / normal practice in car dealerships. Its a blanket fee that covers multiple items that may be used during vehicle service.The fee covers the costs associated with chemicals, cleaners, lubricants, shop towels, automotive fluids, fluid disposal, protective / sanitary materials,miscellaneous small hardware, etc. It is charged as a percentage of labor but is capped. It would be virtually impossible to charge individually for any supplies that a tech might use while performing his / her job, so the fee is added as a single line item.
  Im unclear about the question of whether the vehicle was in the shop. It was in the shop when the technician performed the diagnosis and the recall, so I dont understand why that was questioned.
  I attempted to explain the shop supply fee, but the customer became agitated and started arguing about how long the diagnosis took, and why we charge we charge for diagnosis at all. She stated the ****** does not charge for diagnosis, but when I asked which ****** store, she could not tell me.
  She asked what would happen if she refused to pay, and I stated we would hold her keys until she paid for the diagnostics as agreed when she dropped off.
  She threatened to call the police, which I stated she could do if she thought it would help. This has happened in the past, and the police sided with the dealership as the customer is essentially trying to steal, as we provided a service that was agreed to, and the customer refused to pay for the agreed service. We had an agreement, and we held up our end of the agreement. We dont charge for service up-front; we assume the customer will pay for services previously agreed upon.
  
  **** ****
  Service Manager

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last Wednesday, June 5th, 2024 my car refused to start. Les Stumpf Ford was the closest dealership (although we're not a big fan of them because we have not gotten great service from them before) and against our better judgment we had it towed there. The towing was on our dime so distance was absolutely a factor.It took them 5 days just to look at it. We finally got word that we could pick it up today, June 11th.Got my car. Took it to the free car wash provided by them, and my car died in the car wash. Of course, there was a car behind **** couldn't move. Car wash was still rolling, I saw an employee waking past the car wash, so I rolled down my window to yell for help.Out, he was off no help other than to say that I "was a little too far over". I got the car started long enough to pull out of the car wash snout 15 feet, repeatedly dying, then a constant start (without initiating it).I called Les Stumpf (again, right cross the street), they sent a mechanic and a shuttle.I ended up in the waiting room. They said that they would try to fit it in with all their other jobs and get back to us.Shuttle driver brought me back home. And now we wait again.If this was our first issue with this service department, I get it, things happen. Here, it happens more than it should. Just look at their ratings.

  Business response

  06/18/2024

  ***** and *************** 2019 **** Ecosport
  
  Vehicle came in on 6/5/24 (towed to the dealership) for a no start issue. It did not have a scheduled appointment, so we put it in the next available time slot, which would have been approximately 6/11/24.  We did have an earlier time open up, so we were able to get a technician to perform a partial diagnosis on 6/7/24 (Friday afternoon at 4:20) which was able to be completed on Monday 6/10/24 mid-morning.
  
  The technician found a random misfire issue and after further evaluation found the spark plugs were in excessively poor condition. We contacted the guest, and the spark plugs were approved for replacement midafternoon on 6/10/24. We replaced the spark plugs, cleared the fault codes and road tested the vehicle, no codes returned, and the vehicle started and ran normally. 
  
  The guest picked the vehicle up on the afternoon of 6/11/24 and stated that it began running poorly / had trouble staying running, and there were fault lights illuminating on the dash. This issue happened in our car wash (a separate location from our repair shop), so we sent a shuttle driver to pick up the guest, and a tech to inspect the vehicle. We were unable to repair the vehicle without taking it back to our main repair facility, so the Service Manager went, was able to get the vehicle running, and drove it back to the repair shop. The Service Manager was able to confirm there were multiple fault lights illuminated on the dash, and the vehicle was running poorly. We provided a shuttle ride to the guest as the additional evaluation did not appear to be something that could be done quickly.
  
  An additional diagnostic scan test was performed and fault codes for fuel pressure and VREF (voltage issues) were found. The initial technician and our Shop ******* performed several wiring tests, but were unable to pinpoint a cause of failure. The codes were cleared as part of testing and the vehicle began starting and running normally. The Service Manager and several porters have driven the vehicle 145 miles and up to this point no fault lights have returned, and the vehicle continues to start and run normally. We have been updating the guest throughout the process, sometimes talking directly to them, sometimes by leaving a voicemail.
  
  The initial service after tow-in was the first time wed had the vehicle in for service. The guest did state that they had it at another facility and their diagnostic yielded similar findings / recommendations. The vehicle has over ****** miles and has a branded title.  

  Customer response

  06/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  The dealership could not duplicate the issue, but the car has had no issues so far. 

  We were not charged for the 2nd diagnostic. 
  
  Regards,
  
  ***************

  
  

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 09 22 I purchased a 2018 dodge Durango gt from les Stumpf Ford. After I bought the vehicle and arrived home I noticed that a portion of the race track light is out. I immediately contacted the dealership regarding this issue and they deny any knowledge of the issue. It was not disclosed to me that the race track light was damaged! I filed a dealership complaint to which they say that their isnt enough evidence of proof. Although I have pictures that I took of the vehicle before I purchased it with the dealer plate still on while at the dealership. I want this issue resolved immediately. I feel like I got taken advantage of. I didnt spend ****** on a car that needed a repair. Please help me resolve this issue.

  Business response

  10/28/2022

  According to the State of ********* DOT dealer section all required lights were working at time of delivery to customer. We offered $250.00 as a goodwill gesture to the customer to help fix designer lights on ****** mile vehicle. Tell us why here...

  Customer response

  10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 11th had my 2020 **** Explorerstopeed running called les stumpf ford and they said if you can get it here today we can look at it right away so called tow company they towed it in that day so called them and told them the vehicle will be towed in today they said ok . called them few days later and ask them what was wrong with my vehicle they said service was all tied up left message for them to call never called, called them back the 20th to see what was wrong they said it was going to be a couple of weeks before we look at it I said I needed a rental I told them I had extended warranty and called my warranty company and they said yes I can get a rental but the vehicle has to be evaluated to see if is under warranty and I told ******************* that and they said they are backed up it will take weeks before they look at it. Its been over 3 weeks and still know nothing of my vehicle.r

  Business response

  06/08/2022

  We contacted the customer to go over the details of the issues.  She was advised that we are running behind and we would get the truck in as soon as possible.  We were able to look at the truck on 6/7/2022 and the customer has been advised on the repairs.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2016 Jeep Patriot on 12/14/2021 Was told the tire light would go out when it was driven and to ignore it. It is still on The Jeep started jumping when fuel pedal depressed I got it in to the dealership the soonest they had available and was told they could find nothing wrong with it after they scoped it and that their diagnostic equipment wouldnt work on it because they are a **** dealer and I would have to take it to a Jeep dealer. Took it to the Jeep dealer they found the issue and fixed it but said the extended warranty doesnt cover the issue. Paid $700 so far and Im demanding my money back from them. It would appear they never even scoped the vehicle and lied about it.

  Business response

  03/17/2022

  We are working on trying to discuss the issue with the owner.  Her son has called us and has not been good on the phone with our staff.  We have a call into ****** and are waiting for a call back.  We will update once the owner has called us back.

  Business response

  03/25/2022

  BBB COMMENT BY STAFF SKW:

  We refunded this it was ****** and he said he was fine with that 

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my 2013 F150 vehicle in to ***************** **** on 10/11/21 and explained the issue I was having with the brakes. They told me I needed a special brake bleeding procedure done. They performed the bleed procedure and called me to tell me that did not fix the issue and that now I needed to have a new brake booster installed. I said that did not make sense to me as the symptoms of a failing or failed brake booster are a hard or stiff brake pedal and the symptoms I was experiencing was opposite of that. They assured me that the brake booster would fix the issue so I paid in advance for the parts (Booster and valve) When the parts came in i brought by vehicle back in once again and they installed the booster and valve and the issue was again not resolved. They called me and told me that I new needed a new ABS pump and controller! I denied this part and service and picked my vehicle up from the dealer and was forced to pay a total of $720.26 to Les Stumpf and the brake issues I brought the vehicle in for were not resolved at all. They misdiagnosed the issue twice and I did not receive the services I was promised.

  Business response

  12/31/2021

  I called and talked with ***** regarding the brake issue.  We offered to look at the truck again, but he has since sold the truck.  ***** agreed to a refund of $512.44 for the brake booster. 

  Customer response

  01/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩