Haldeman Ford & Subaru

Review: On April 16th I dropped off my car at Haldeman ford for rear calipers locking up and random squeaking. They called on April 17th and said they are indeed locking up and said it will be ready on Monday, April 20th. I did indeed get the car back on the 20th. They replaced both rear calipers, replaced both rear brake drums, and resurfaced the rotors all under warranty. As I was driving the car the next day to work, I noticed this constant squeak, that is much louder the initial it went in for originally. It only goes away when I hit the brakes. I called Haldeman Ford and they said to bring it back in. We scheduled for me to drop it off on April 22nd. They called me back the next morning and said the squeaking is coming from the rear rotors and are refusing to fix it under warranty citing it’s due to wear and tear. I tried to argue that if it was due to wear and tear the squeaking at that constantly would have been happening prior to the calipers locking up. I also tried to argue that if they didn’t believe the calipers didn’t damage the rotors they wouldn’t have tried to resurface them in the first place to get rid of the squeaking. They would have just replaced the calipers and drums. The fact they resurfaced them initially under warranty, they acknowledged the rotors were damaged by the calipers. Now because the only way to fix the rotors is to replace them, they refuse to fix it. They are refusing to even send the claim to ford. They said they wouldn’t send the claim under the caliper repair because it’s not due to the calipers. If they sent it, it would only be sent as a rotor repair which will be denied because rotors aren’t covered.Desired Settlement: I want them to repair andsubmit the claim as the caliper causing the issue or they acknowledge when they tried to resurface the rotors, they damaged it worse and they need to replace either way. I don't care how they get solved but the rotors should be replaced with no most cost to me.

Business

Response:

After a review of the original repair order dated 4/16/2105 and the subsequent repair order dated 04/22/2015 I have determined the following; [redacted] initially stated that his "rear brake calipers get rear hot and can smell it inside the vehicle". Our technician determined that the cause of this condition was a failure of both calipers to return to their relaxed state and as such caused the smell. The calipers and the brake pads were covered under the extended service plan and replaced accordingly. The rotors were within the manufactures specification and were resurfaced, which is an accepted practice. [redacted]'s return to our service department complaining now about a squeak was dispatched to our technician. The technician indicated that while the rotors are within the manufactures specification, they are pitted as a result of rust. Wear items are not covered unless a covered component causes failure. These rotors are in spec and conform to ford's specifications. Ford will not replace rotors, that have an issue do to rust, under warranty.I trust that the [redacted] will understand Ford's position on this matter.Greg H[redacted]General ManagerHaldeman FordShould [redacted] wish to replace the rear rotors, our service department would be happy to make an adjustment in the interest of customer satisfaction.

Review: Took my Ford Edge into Haldeman Ford to have my brakes worked on and after approving an initial quote for the work to be completed I received a call from their Service Representative stating that my car had been in an accident. It was explained to me that the tech most likely never tightened the lug nuts on a rear tire and a wheel fell off during their inspection drive and the car was in an accident with another vehicle. The service department then promised to have a better technician work on the car, and attempted to resolve the issue by giving their full inspection of the car and a detailed cleaning. When I arrived to finally get my car several days later the car would not start as the battery was dead. Rather than accepting fault and rectifying the issue I was left waiting for several hours as they recharged the battery to a an acceptable rate so that they could release the car. After inquiring about possibly trading the car in because of the diminished value of the previously clean car that had now been in an accident, it was explained to me by both the manager and representative of the service department that the accident would not be reported as they will complete all necessary work to repair both cars involved in the accident. I was then forced to pay for all parts used in the work performed and told that I was getting a car in better condition than I brought it in so I should be thankful I was receiving any discount.Desired Settlement: I continued to grow more and more frustrated by the inept services performed on my car coupled with how I was being treated and the manner in which it was being suggested that I should be appreciative for the efforts they made as a service department. I felt I was being taken advantage of and now fear that I own a car that is unsafe to drive, especially with my infant child in the rear seat of the car. I am left feeling that I should not have been charged considering the blatant mistakes, damage caused, and unethical practices of the service department at Haldeman Ford.

Business

Response:

let me start by saying that we are truly sorry for the situation. our technician in fact did not tighten the lugs on the wheel and the wheel did come off right in front of our dealership as it was about to embark on a test drive. Upon the vehicle's return to the shop, we inspected the vehicle and replaced several lugs and determined that the vehicle was otherwise undamaged. In an effort to make a bad experience better, we absorbed the labor costs of the repair that the vehicle was originally brought in for, and, detailed the car for the customer. When the customer came in to pick up the vehicle, the battery was dead. I do not have a cause for this, other than batteries do fail over time and it may be time for a replacement. we tested the battery while on the lot, at the diagnostic tool suggested a replacement. We did charge the battery and after which the vehicle did start on its own.. I am not confident in the longevity of this battery and the customer should perhaps consider replacement.regarding the alleged diminished value of this vehicle I would be happy to trade this vehicle for full value and resell it to another with confidence. the vehicle was not in an accident. This vehicle did not come in contact with another vehicle during this service. The separated wheel and tire did however contact the front bumper of an oncoming vehicle which we are addressing and has no bearing on [redacted]Should the Schurt,s wish to take advantage of the full value offer on their trade, please visit our showroom and ask for Steve L[redacted] or Mike S[redacted] I will apprise them of the situation.Sincerely,Greg H[redacted] vpgm?

Review: I brought my car back 4 times for the same problem and they still didn't fix it. I had a burning smell that blew into the cabin, smoke coming from or around the turbo, and the smell of raw fuel in cold weather. They forgot to bolt parts back in that caused damage to the coolant reservoir that wasn't damaged in the first place. They also forgot to put the splash guard that goes underneath the entire engine and had to order another one. They first said it was the head gaskets. Then they said it was the oil pan. Then they said it was the power steering pump (which they lied to me and said the pump was mentioned on day one). I have detailed records of everything. I also had a new fuel filter installed that did not fix the raw fuel smell. I also opted for new brakes, rotors, and timing belt thinking my car would be drivable after the first time. On the phone, they pretended to know what was going on, but the results showed otherwise. They have been playing guessing games and making mistakes at my own expense. I was ripped off for almost $3000 and have a car sitting in the driveway for over two months without being driven. I don't know anybody that would drive a car with a visual of smoke, smell of raw fuel and missing bolts. There is much more that I left out but I think I got the point across. I will never ever recommend their services to anybody.Desired Settlement: I do not trust this establishment to do repairs on my car considering they made it worse They already had four chances. I would like a full refund of $2,907.37.

Business

Response:

An apology for the delay as the customer was working with our service manager in an effort to resolve the issues. In review of the service for this vehicle, I have determined the following. On November 19, 2014, [redacted] brought his 2004 Subaru to our shop for a "check for smoke from pass front /// rubber smell. Our Subaru technician identified a variety of problems that can lead to that condition to include,; valve cover leaks, traces of fuel on and around fuel filter, brakes low front and back (one side grinding), steering pump leak, and front axle shaft boots leaking grease. There were also some other items that we identified, however the afore mentioned could have contributed to the original complaint. [redacted] authorized several items to be repaired including valve covers, front and rear brakes, right side axle boot, fuel filter, and a timing belt. On December 18, 2014, [redacted] returned to our shop complaining of “oil smell, smoke from under the hood”, and “ the lower engine cover is missing from the last visit”. Our tech found the oil filter leaking, and the back of the oil pan leaking. [redacted] authorized the repair of the oil pan gasket and an oil change to include a new filter. After the repair (and the replacement of the engine cover) our tech ran the car in the shop for 40 minutes and verified that there were no leaks at this time. On January 22, 2015 [redacted] returned to the shop complaining of “raw fuel smell is back” and “check for burning smell from around turbo /// saw smoke 13 days ago”. Our tech tightened the fuel line clamps and tested for an ok. The smoke may be a condition from the power steering pump leak which may be blowing across the top of the engine to the turbo. While the fuel line clamp was tightened, the power steering was not authorized. On February 5, 2015, [redacted] returned and indicated that “coolant res loose—bolts missing—check and advise. Our tech evidently left a bolt off the coolant resevior when he was tightening the clamp on the fuel line. We corrected same. [redacted] has now returned to our shop on April 30, 2015 to “insp for any and all leaks/repairs completed. Our tech indicated the following: *Power steering pump leaking *Right front outer axle boot ripped, grease on brakes *Left hand valve cover looks like it may have a drip (if so, this would be under our parts and labor warranty *Noticed coolant drip coming from water pump and connected hoses *Test drove vehicle for 23 miles (highway and city) could not duplicate smoke at anytime during or after test drive. *While test driving, check engine light came on. Diagnosis indicates a PO304 code which is a cylinder 4 misfire. *Coolant overflow was empty last service, now over full. Analysis; This is a 2004 automobile with 141,000 miles. We have repaired the initial oil leaks that we detected. Oil leaks tend to drip on the entire engine, so we started with what we initially found, valve covers, and it is possible that the oil ran down to the oil pan. In this case, after the valve covers were dry and that leak was resolved, it was now apparent that the oil pan was leaking, which we resolved in the next repair. We still have an open issue with the power steering leak which has not been addressed. We have repaired items that have required attention for leaks, and items that required attention for normal maintenance, i.e. brakes. Our dealership stands behind the work that we do, parts and labor, for 12 months or 12,000 miles. I recognize [redacted]’s frustration with the scope of the work required resolving the issue; however these repairs are not unusual in the scope of maintaining a 141,000 mile vehicle. We have offered [redacted] a discount should he wish to address the power steering issue. We had also advised [redacted] that he may be in need of a clutch soon as the engagement is on the high side of the pedal, again an item that wears with miles. Should [redacted] wish to proceed with the continuing repair of his 2004 Subaru, we would be happy to honor the discount offered on the power steering pump and continue to stand behind the work that we do and any future work as well.

Review: This dealership and the way it handles business is totally unethical and its treatment of customers after you close a deal it totally unacceptable.

We went to Haldeman Ford-Hamilton on October 3rd, and a gentleman by the name of John, who sold us a used Chevy Impala and we ended up going home with the car the same day. John who was our salesman, ended up quitting the following week. So basically it appeared that because this salesman just up and quit, the ball was dropped, and a lot of final steps to complete our loan was never done. We were then called by another John and Tylisha from the dealership and was told that, although we signed documents and was supposed to be financed through [redacted], that didn’t happen, the loan bounced back. So after about a month of driving around in the car, we ended up being financed and picked up by another financing bank. We left a deposit that was cashed October 9th, and as of to date and it’s been two months and we still have not received tags or plates on the car. My boyfriend has been late about two times for work trying to obtain additional temporary tags, due to his temporary tags expiring twice. The front plate on the car fell off and that was supposed to be replaced and never was. We had issues with the radio because it gets no reception and [redacted], that was supposed to come with the vehicle, doesn’t work due to the previous owner swapping out the original radio that came with the car and replacing it with another radio. We were promised by Tylisha that this matter would be taken care of, that she would get back to us ASAP with a resolution before we went out of town to Ohio. After the promises and the lack of resolving this on her part, I reach out to her again and her reply now is it’s out of my hands, we were given her cell phone number and we were told to call her and try to track her down to get this resolved. Now after another day of my boyfriend taking off time from work to go in late because he was told by Tylisha that his plates would be in on 12/2/15, now he is told they will be in tomorrow12/3/15. A whole three months of driving around with a temporary tags, missing plate in the front of the viechle and no [redacted] radio.

I am not too sure what is going on at this dealership, or what they are trying to cover up, but the way they treat their customers after their sales quota is met, is totally unethical. Tylisha also reported our issue to her manager, and no effort of contact or resolution has been made by him either. I was told by Tylisha after the broken promises, and expected customer service, it was out of their hands.

- October 3rd- Closed deal with John, car was supposed to be financed by [redacted]. Took 2013 Chevy Impala home.

- October 9th- 500.00 deposit cashed for tags, title and registration

- November 3rd- Get an email and phone call from Dealership that loan with [redacted] got rejected, salesman John quit, and we needed to come in on Saturday, November 7th, 2015.

- November 7th, to sign paper work with another bank, and to get another temp tag because plates did not come in yet. Also tried to get radio repaired and no one was available.

- November 9th, - Contacted Tylisha concerning the radio issue and was assured that everything would be taken care of and [redacted] was told to take his vehicle to the GMC dealership on route 1 to see if the radio could be repaired.

- November 14th- [redacted] took his vehicle to the GMC Chevy dealership only to be told that nothing could be done

November 14th- I called Tylisha on the phone and told her that nothing can be done is unacceptable. Someone from your dealership either needs to provide [redacted] with a new antenna or radio or have someone pull out the radio so we can obtain the serial number off of the radio. Tylisha assured me should would take care of this and I would hear from her by the end of the day.

- November 14th- 19th No return call from Tylisha

- November 19th- Reached out to Tylisha by email and was basically told it was our responsibility to call her on her cell phone.

- November 19th—Was told by Tylisha through email that she just arrived in the office and she is still working on things, waiting for a response.

- November 24th- Now was being told by Tylisha that someone else (no name) was supposed to call [redacted], she did not get any response or solution regarding our problem and now it is totally out of our hands.

- November 24-December 1st- No communication or response from Tylisha

- December 1st- Went to dealership because temporary tag expires, was told by Tylesha tags would be in on December 2nd

- December 2nd- Notified work would be late and planned to go to dealership to pick up tags. Received a phone call that tags were not in and would be in tomorrow December 3rd.

- December 2nd- Finally called by the bank that decided to give us the loanDesired Settlement: Our desired outcome is for better customer service from this dealership with problems and concerns we might have with this car. [redacted] radio, or new radio to be installed that is [redacted] compatible, front plate to be fixed and appropriately installed back on the front of the car.

Business

Response:

In review of the timeline and the effort put forward into creating same, I do not wish my response to minimize the aggravating nature of the complaint. With that said, the facts of the matter are simply this; Haldeman Ford is not the lender, we are the retailer. The bank which initially approved the deal in the beginning of the timeline did not accept the contract after we submitted it to them. There were elements on the credit app which played into the approval that were not verifiable during the banks post scrutiny that caused the contract to be rejected. Our staff continued to seek other approvals to no avail, all, while the customer was still driving a car which we were unable to be paid on. As it stands now, we have secured an approval through another lender and with another vehicle. I recognize that it is not the same terms as before, however as I stated before, Haldeman Ford is not the lender, we are the retailer. Should the customer secure a loan with terms that better suit their preference, we would be happy to participate with same. The current loan approval that we have secured requires a minimal amount of downpayment. It is my understanding that the customer is unable to secure the funds to do so. Should the customer wish to take advantage of the current approval and terms, we would be happy to conclude the transaction with them

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This dealership

has participated in a scam called Spot and Delivery. Documents were forged and falsified

by their salesman and this caused the loan to fall through. We were shown an

application yesterday that wasn’t even in our handwriting. We were NEVER

notified that both deals fell through until we put pressure on them to obtain

tags for the car because the temp ones kept expiring. We had the car for two

months, while our credit continued to be ran through, without our consent, I

guess in hopes of them trying to cover things up find another lender. Then we

were strung along and consistently lied too, being told our real plates for the

car were on their way. Here are the dates we called or went up to the

dealership looking for tags10/14/1510/31/1511/2/1512/1/1512/2/1512/3/15No they are not

the bank, but they are the dealership that strung us a long for two months. Then

they talk about we were approved by another lender. Yea we were but not for the

same terms, our $500.00 deposit that

was accepted when we walked away signing two contracts was now requested to be $1,700.00.Again a prime example of Spot and Delivery.

Haldeman Ford’s lame excuses and resolution for this mess they created will not

be accepted. This whole experience has been a scam and consumer fraud. Haldeman Ford needs to be ashamed of themselves and how they treat their customers.

Regards,

Business

Response:

You are correct that this issue lingered for too long. We should have immediately insisted that the vehicle be returned once the bank rejected the contract. yes you are correct, the handwriting is different on the application as the salesperson John took the information and penned it onto the app. Your signature acknowledges the information as received. I regret that the bank we initially sent the contracts to rejected them. They are only protecting themselves from what they regarded as a risk they were unwilling to fund. It is our intent to work with lenders to secure as many approvals as possible. Without an approval from a lender, we cannot sell a vehicle unless the customer is self funded. As I indicated before, we have an approval from another lender. Should you wish to take advantage of that please contact Tylisha and she would be happy to assist.

Consumer

Response:

Review: [redacted]

I am rejecting this response because your effort in trying to rectify this by saying, oh yes we have another bank (3rd one) who will approve your loan, it's just a matter of making a deposit of an additional deposit of $1,700.00 is not acceptable on your part. Again this is called "Spot and Delivery" and will not be falling for Haldeman's illegal scams. I will be calling today to have our $500.00 refunded back to [redacted]'s card and we will be taking this to the next level. Your solution to rectify you dealership's dishonesty is not acceptable. [redacted] has been embarrassed, was given the run around, had to turn down part time employment because of this, has to know car pool to get to his full time place of employment, credit score has dropped due to several hard inquiries unauthorized by your dealership, and has lost sleep because of this.

Regards,

Review: Finance department won't follow up with me regarding a partial refund I'm due for an extended warranty I purchased. Subaru's corporate office is also aware of this issue, which I have documented in email. I purchased an extended warranty in 2013 when I bought my car. The warranty has two parts: one for the engine and one for the wheels and tires. Unfortunately, my car was totaled in an accident in November 2015. Subaru HAS sent me the refund for the unused part of the warranty that covers the engine. However, they have not addressed the unused portion of the warranty for the wheels and tires. I've reached out to the dealership on three different occasions but I just get placed on hold. I reached out to Subaru corporate via email and they helped me get the first part of my refund. However, neither Haldeman (dealership) or Subaru are following up with me regarding the rest of my refund. Haldeman has all the paperwork from me that they've requested to complete this process.Desired Settlement: I want someone from the dealership (Haldeman) or from Subaru to let me know if I'm entitled to a refund for the unused portion of my wheel and tire extended warranty. If I am entitled, I want them to send the refund I'm due.

Business

Response:

thank you for bringing this to our attention. In order to expedite this for you, who did you provide the paper work to requesting cancellation of the tire and wheel warranty and I will be happy to follow up,,, in the event that you don't recall and I cannot find the cancellation documents, it will be necessary to provide us with the date and mileage that the warranty cancellation request was generated. An odometer statement and document showing the loss will suffice.

Thank you, Greg H[redacted]

Haldeman Subaru

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I bought a new car from this dealer, and traded in my old car (which was also purchased from this dealer). I purchased an extended warranty on the new car. I had an extended warranty on the car I traded in. I called the warranty company and they confirmed that the extended warranty on the old car was cancelled and I was due a refund of $917.82. I have contacted the dealer several times but I have not received my refund.Desired Settlement: I want to get my refund of $917.82 that I am due from the extended warranty that was cancelled when I traded the car back in to the dealer ship and it was paid in full.

Business

Response:

our finance department spoke with the customer and we have cleared up the misunderstanding.

Greg H[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,