Deacon Jones Ford Lincoln Mercury, Inc.

I've submitted a complaint twice on their website which they have failed to respond to. The main issue was they didn't fix my car right.I've submitted a complaint using the company's website back on June 15, 2014 and re-submitted the same complaint June 29, 2014 because they haven't responded. I still haven't received a response to this day. None of it contained foul language, it was very harsh in tone but as a paying customer I am entitled to say what I truly felt about my experience with them. It is longer than the 4000 character limit so here is a brief summary. What happened was I called to make an appointment to have my 2006 Ford Mustang's parking brake repaired. The first time I go, even with an appointment, I stay waiting there for 4-5 hours just to be told they need to order the part. I pay $375 for the part and they told me they would call me when the part arrives. I call them after hearing nothing for close to 3 business days. The guy on the phone kept putting me on hold and asking me how to spell my name. He sounded as if he had no clue what he was doing, he then told me to call back. I call back and they tell me to bring it in. I bring it in, again with an appointment to be fixed. I wait another 5hr. wait. I take it home and one day not even a week after it was repaired, even with the parking brake fully engaged it rolls down my drive-way and damages my fence and rear bumper. I bring it in again, tell the guy I need it fixed immediately, and I would need a loaner to get to work. The guy tells me he can't get me a loaner but he could have somebody drive me to work. I share a ride to work with another customer who claimed they wouldn't get her a loaner neither. I find that unacceptable I paid good money to have my car repaired before, I purchased the car through another Deacon Jones dealership and furthermore this was all at my inconvenience. I was entitled to a loaner. I get a call after work and get picked up when my car is ready. I go and get my car, waiting for somebody to come to the desk, a guy finally shows up, just hands me the keys and some paper. I asked him did they look at it? Looks at the paper tells me yeah and that it was free of charge. They would have to have some nerve to charge me again. I briefly complain to him that now I have to file an insurance claim because the brake wasn't fixed right the first time. He tells me if it happens bring it in again. Obviously they don't know what they're doing if it happens again. Rude and completely inattentive staff. My few times there, the place was a ghost town, and the people that were there looked like they couldn't be bothered. I would also like to point out this dealership is out of my way. The closest one to me is the [redacted] location, where I purchased the car. Because it was a Ford, their service department is located in Goldsboro. In short, totally inconvenient, rude staff, and it cost me another $250 out of my insurance deductible to have the damage to the rear I would have taken them to court but I know it's pretty much my word that I had the parking brake engaged and it still managed to roll back against their word that the brake was fixed the first time, however on my second invoice it says they adjusted the brake and also the vehicle is a standard transmission, and therefore does not have a parking pawl. Anybody who drives a standard knows to use the parking brake, especially when parked on a hill. All I wanted from them was a response, but they couldn't even manage that, then again like I mentioned the rare occasion that you do see somebody there, they're either using the bathrooms or vending machines and they have such a look of they couldn't be bothered.Desired SettlementThe brake obviously wasn't fixed right the first time, and even they know it. They had to adjust it which, so obviously something was wrong with it. I paid close to $400 for parts and labor, and an additional $250 for my insurance deductible to have more repairs done to the car which shouldn't have had to happen in the first place, had they fixed it properly. When I filed a complaint using their website, I just wanted them to respond and see what they were going to do to rectify the situation, but now I've waited long enough to think about it, and I want a refund for the cost of the repair for the whole ordeal I went through with them. I won't ever bring my car to them again, that's for sure. I will find either another mechanic or Ford Dealership to have it repaired. Deacon Jones Ford Lincoln Mercury will never gain business with me again, nor will they ever receive a recommendation from me. They should be ashamed of themselves, especially the staff and the man who told me if it happens again, to just bring it in. That part of the car not being repaired right is highly dangerous, and had it not been for the fence holding it, the car would have rolled into my backyard which could have hurt or killed me, somebody else, my pets or would have kept rolling into a very deep ditch or the trees in my backyard which would have possibly totaled the car. Like I said the vehicle is a standard transmission, and using the parking brake is a must, and they had to adjust the brake which I have an invoice for.

Hi my complaint concern a [redacted] back bumperI brought a car from deacon jones in goldsboro nc about 3 months ago and I told them that I saw where the car had been hit from behind but they told me that everything was ok so I brought it in good faith by there word since the car had very little miles. About of couple of weeks ago I was riding down the highway and my bumper comes apart so I called the saleman I brought it from and he told me that it was nothing they could do that I had to file it with my insurance company. I went to get some estimates but was told that deacon jones should be reliable to fix it. I called the general manager and he told me to bring it back but they called themselves fixing it but now it looks worst then before. I was told it want nothing else to do so I had to get my own car fix. They gave me a sham job and then act like I was nobody after I brought my [redacted] from them.Desired SettlementI would like for them to reimburse my money that I had to spend at a car body shop to get a new bumper put on that is rightBusiness Response Contact Name and Title: [redacted]ManagerContact Phone: [redacted]Contact Email:[redacted]i have reviewed and searched in our Deacon Jones records and we have not sold a [redacted] to a[redacted] . Please advise there are several Deacon Jones in Goldsboro [redacted] . I have checked [redacted] records and it was not Here. Consumer Response first of all they already lying because the front bumper was not damage and the bumper wasnt hanging. The back bumper was the one that came apart and it was involve in an accident before I brought the car according to [redacted]. I brought the car in good faith because I was told that the back bumper was ok which after 3 months it came a loose and I took it back but they made it look worst because they glued my bumper back together some type a way. I was highly upset not only because the paint job but because the bad service they gave me. The information they gave you all is all a lie because thats not the way it was

Service Manager very rude and condescending when I asked questions concerning my vehicle. Was charged over 100% mark up on a part. Took my vehicle to Deacon Jones to have the brakes and calipers checked out and if they needed to be replaced we would provide the part and also have my steering checked due to it being loose. I dropped off my vehicle on 2/13/2014 at 9:37am and was told by the service manager that my vehicle would be done that same day by 6:45pm. I arrived at the dealership around 4pm to inquire about the status of my vehicle and was told nothing. I continued to wait, and at around 6pm I talked to the service manager and inquired about my truck. He rudely told me it wasn't going to be ready I asked why and was told its just not. Again I asked why and he told me that the steering box that they had replaced my old one with was defective. I asked about a loaner vehicle and I was told no. At this point I went and found the General Manager [redacted] and discussed my concerns with him. After that conversation he went to inquire about my vehicle told them in the shop area to put my old one back on and then I would bring it back the next morning when a new part would be there. After about another hour the general manager comes back to me and states that something still isn't right and he doesn't feel comfortable with me driving it and putting my kids in the vehicle so he gave me a loaner car and told me to keep it until they called me when my personal vehicle was done. On Friday 2/14/2014 I received a call around 4:30pm stating my vehicle was ready. I arrived at the dealership around 5:15pm due to living 30 minutes away. When I entered the service area I encountered the service manager and asked about my vehicle, first he gave me the paperwork of well over $1000 when on 2/13/2014 I was quoted $676 and when I was called to tell me my vehicle was ready I was told the cost was $981. I disputed the cost due to bringing in my own brake calipers, and was told no that was the total cost but they were charging me a core price for the calipers I argued this because we brought in our own parts and should not be charged a core charge so he adjusted that and brought my bill down to $947.98. I paid by Debit card and left. At this point I was aggravated that I was charged so much I then went home and started reviewing my bill detail for detail and discovered that I was charged $320 for gearbox which they had gotten from [redacted] which only cost $153.I could have went and bought the part on my own and been charged only labor to put it on. Also upon reviewing my bill they replaced my power steering pump with no prior authorization to do so. I was unaware that my power steering pump was bad. No one made notification to me that this part needed replaced. And charged me $81.68. I immediately called up to the dealership to question why these things happened and was told the service manager was busy and so I requested to speak to the General Manager [redacted] again since he was very pleasant the night before and was told by [redacted] that he was not there and there was nobody else available to help me with my concern. I am very angry in their practice of overcharging for parts,replacing things without prior approval or notification, and their lack of respect for customers. Things like this should not be done to individuals. Desired SettlementI would like a refund of $248.68 the amount of the over charge for the gear box and the cost of the power steering pump that was not authorized to be replaced. Business Response Contact Name and Title: [redacted] CFOContact Phone: XXX-XXX-XXXXContact Email: [redacted]@deaconjonesautogroup.comRevdex.com,[redacted] & [redacted] brought their 208,086 mile 2008 Ford Excursion to Deacon Jones Ford Lincoln on February 13,2014 with a "no brake" and a "excessive play in steering wheel" concerrns. Ford technician [redacted] diagnosed that a previous repair facility had replace the brake calipers upside down and backwards. Upon further diagnosis the steering gear box, showed metal particles in the fluid showing deterioration. [redacted] prepared an estimate and furnsihed to customer in the amount of $981.95 to repair the vheicle for concerns. This estimate include calipers provided by customer, steering gear box,power steering pump, power steering fluid and labor to remove and replace failed components. The estimate was approved by customer and work was completed. The first steering gear box was defective and had to be replaced by the supplier. This inconvenienced the customer,but was beyond the dealerships control. The dealership loaned the customer a vehicle overnight to compensated for the time delay. The bill totaled $947.98 which was under estimate and paid by the customer. The service manager provided the loaner out of courtesy. He had hoped to be able to complete the repair in one day, but said he never had made that promise to Mr. & Ms [redacted].Final Consumer Response On February 13, 2014 the promise was made that the vehicle was going to be ready the same day as it also states on our invoice that the vehicle. Time in on the vehicle was February 13, 2014 @9:37 am and vehicle promised February 13, 2014 @ 18:45. Also it was in fact not the service manager that provided the loaner vehicle I was told by [redacted] that all the loaner vehicles were promised out it was in fact the GM [redacted] that finally gave me the loaner. Also I was never told that the power steering pump needed to be replaced that only the gear box and the calipers were being worked on because that is what we requested and that is what we were quoted on. In a follow up conversation on February 18, 2014 I had spoke with [redacted] again and expressed concern over the power steering pump being replaced without my consent and about the up-charge on the gearbox and was told by him that he didn't know what my problem was and I would have to speak with the parts manager about the price of the gear box and again was told he didn't know what my problem was with the power steering pump that he replaced because he did the extra work. He was again very rude and condescending in his tone with me over the phone. I do not feel as though asking for the refund of $248.68 is unfair and unjust. It would have been real simple to call either me or my husband and inform us that the power steering pump needed to be replaced and to inform us of the price of the gear box. We could have went to our local parts store and purchased these items at less cost than what we were charged at dealer price just like we did with the brake calipers. Final Business Response The estimate was approved by the customers for $981.95. The work was completed and road tested,and the final bill totaled $947.98 which was paid by the customer. Deacon Jones Ford- Lincoln Inc. has gone beyond our service standards to accomodate [redacted] & [redacted]. We regret that Ms. [redacted] is unhappy, but feel we have been more than fair with the services render to the [redacted]'s on the 2000 Ford Excursion with 208,086 miles.