Welford Harris, Inc.

Vehicle dropped off for service and locked. key dropped in box. Service department to leave paperwork and key in truck for after hours pick up.2013 Ford F-150 Pickup dropped off Sunday night June 22nd for early bird drop off and service. The truck was left locked with instructions to Oil change and rotates tires. I contacted the service department approximately 4 times and was put on hold and on the 5th call got someone in the service department. I inquired about my truck and the man said it was ready. I told him I had pre-purchased service and there should be no charge. He agreed that was the case. I asked what time they close and he said 5:00 Pm. He indicated someone in sales would be around until 8:00. It was 4:30 PM and I told him I was in [redacted] and would not make it before they closed. I asked him to leave the paperwork and the key in the truck and lock it up. I could use the key pad to get in. He said no problem. I arrived at the dealership at 8:05 PM to pick up my truck and it was unlocked and the dealership was closed. There was no paperwork and no key in the truck. I locked the truck and went home to get the spare key. I was extremely frustrated because 1) they left my new truck unlocked and left for the day. 2) They did not do as agreed and leave the key and paperwork in my truck. 3) There is no emergency phone number to contact or even leave a voice message.I summary, the dealership has my spare set of keys. They have the paperwork for the pre-paid service they did and they owe me an apology for wasting my time and having no concerns over my property by leaving it parked unlocked with a sign on the side of their building saying not responsible for lost or stolen items. Just a few months ago I was quite satisfied with the service. Management must have changed because I would not recommend or take my vehicle for servicing at this dealership again. I was hung up on during the first two calls. Put on hold the second two calls, and asked if anyone was actually working in their service department on the 5th call when I got in touch and left instructions for afterhours pick up. Worst experience ever with a dealership.Desired SettlementI expect an apology and my spare keys back. I will take my service needs elsewhere in the future. Frankly from my experience today I doubt they care. My business survives off of repeat customers. Apparently theirs doesn't!Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]We regret very much that the customers vehicle was left unlocked and that his keys and receipt were not locked in his vehicle for late pick up per his request. When we were made aware of this situation the next morning, our Service Advisor contacted the customer, took responsibility for the error and apologized for the situation. In addition, I contacted the customer to apologize and offered to bring his keys and receipt to him. I called him three times on Tuesday June 24th offering to bring him keys/receipt and/or have us stay late to get them to him, whatever was most convenient for him. We spoke and he did mention that a previous visit to our dealership exceeded his expectations although this visit did not. Our dealership cares about every sales, parts and service interaction. We have been in business 50 years. We want every visit to exceed expectations. I would be happy to talk to the customer further regarding this visit. We sincerely hope he will return to our dealership so we can show him our excellent service.

Sales staff did not repair issue on used vehicle as claimed, and wrongfully passed inspection on said vehicle.On October 25, 2014, we bought a [redacted] from Welford Harris. When we test drove the car, the check engine and tire pressure lights were on. The salesman said the engine code was not serious. When we negotiated to buy the car, our offered price was contingent upon the dealership fixing the problems causing the lights. While we were negotiating, they took the car to the service department. They accepted our offer with the contingency and told us that the car was ready and had passed its state inspection.When we left the dealership, I followed my husband who was driving the [redacted]. I noticed that when he put on brakes, the middle brake light in the rear did not illuminate. How did the car pass inspection without the middle brake light working?Three days later, both the check engine and the tire pressure lights came back on. My husband put air in all four tires. The tire pressure light has not come back on. He had our mechanic check the engine code. It was an evap code. The mechanic cleared the code. It came back on the next day.I questioned our salesman about the check engine code. First he told me that the dealership's service department would not be able to clear the engine code on a [redacted]. I informed him that even I could clear the check engine light, and I am not a mechanic. Then he claimed the check engine light had not been on in the [redacted] when we test drove it.Welford Harris did not fix the problem that caused the check engine light as we had agreed. Also, how did the car pass state inspection immediately after the check engine code was cleared and without a functioning middle brake light?Desired SettlementWe would like for Welford Harris to fulfill the claims made when we purchased the car by repairing the issue causing the check engine code and repairing the middle brake light so the car will pass a legitimate state inspection.Business Response Contact Name and Title: [redacted]Contact Phone[redacted]Contact Email: [redacted]The check engine light was on indicating an evap code, stored code, not active. We cleared the code, drove vehicle (customary practice), put air in tire and inspected vehicle. At the time of the sale, check engine light was not on, tire pressure light was not on. The vehicle was sold with a 3 month 4000 mile powertrain warranty.(evap code not covered by powertrain).We are interested in addressing all of your concerns. Please call [redacted] in our Service Department to schedule an appointment. He can be reached at [redacted]

My car was taken in for free recalls, that ended up costing me money. I had to borrow to get vehicle. After the fact they were told not to bother.I had a recall on my vehicle that I found out about, after my car knocked off on the side of the road. I was 1hour from home. After I found out I told the service manager. I have already paid to get job done. I told him that least one recall I don't need to worry about. He was told more than one time that job was done. Don't mess with it. They performed job anyway then try to say part was put on wrong and caused damage to another part which the part before caused damage. They ended up keeping my car for two days. In the end I had to borrow $190 dollars and some change to get car out of shop. He also were aware that I had just lost my job, before appointment were made.Desired SettlementI will not be dealing with that dealership again. They kept car longer than I was told. Then on top of that didn't have a rental for me to get home.ExplanationBusiness Response Contact Name and Title: [redacted], serviceContact Phone: [redacted]Contact Email: [redacted]The customer had three recalls done on their vehicle. One was for the ball joints. On one side, the ball joint had been previously replaced incorrectly by an independent shop (looks like it was installed backward or crooked causing damage to the steering knuckle). This was a major safety issue. We contacted customer to advise of the need for a part not covered under the recall (damaged part could not be put back on, once ball joint removed), quoted the [redacted] part price of $500 plus, then worked with customer to find an alternate part for $190 (this added a day to the repair). We also contacted [redacted] to see if we could claim related damage as part of the recall. They informed us we could not. The recall involved replacing ball joint but it could not be pressed into the knuckle hole due to its previous repair. When made aware of this concern this morning, I immediately contacted the customer asking to speak to her about her concerns. I have not heard back. We have been in business for 50 years and strive everyday to have excellence in EVERY interaction and experience. We are disappointed that the customer was unsatisfied with her experience. When we determined that a part was needed that was not part of the recall, we contacted customer to advise of situation. Safe operation of her vehicle and an affordable repair were our goals.