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Keller Brothers Motor

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Review: My complaint is about customer service. I purchased a 2008 ford super duty from Keller Bros. June 14th 2013, also purchased an extended warranty. In order for the warranty to take affect Ford had to check the truck out completely. That was done on 7/09/2013. They found an oil leak coming from the oil pan. Keller Bros. was to call me and schedule an appointment. They never called me , I had to call them toward the end of August, made the appointment for September 19th . Picked the truck up on September 23rd, noticed a bit of dirt on drivers side door jam, figured no big deal I can clean it. Half way home I kept hearing a rattle in the cab coming from the passenger side, when I arrived home I removed the tin license plate out of the cab figuring that was the issue. I was so wrong, Tues. morning while cleaning the truck inside noticed the dash on the passengers side was not put back together correctly. I put it together myself. Wednesday after further inspection of cab inside noticed back seat back rest not in place, put it back in place. Thursday afternoon noticed what appeared to be anti-freeze dripping of the frame on the drivers side frame of truck, cleaned that off. At that point I called the dealership and asked to speak to the owner and was told he does not handle service complaints and was directed to the general manager but he was not in, so I left him a voice mail with my name and number to have him call me . 24 hrs. later no call from anybody, I feel as though I,m being blown off and feel that there service department did an extremely lousy job, kind of makes me what else was overlooked. I also still don,t know if Ford is going to honor the Ford extended warranty which was purchased at the time of sale.Desired Settlement: an explanation of why the service department did not make sure everything was clean and put back together correctly. Also would like to know why they sell you a warranty that is a Ford Motor Co. warranty and they can not tell you at the time of sale?

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Oct 9, 2013 at 8:12 AM

Subject: id# [redacted]

To: "[redacted] ([redacted])" <[redacted]>

Good Morning [redacted],

I wanted to let you know that the GM here at Keller Bros was in the process of handling this situation. I am going to attach a letter that the GM sent to [redacted]. Thank you and have a great day!

[redacted]Keller Bros Motor Co.Service Manager/P&S Director1030 Schaeffer RdLebanon, PA 17042[redacted]

September 28, 2013

Dear **. [redacted],

I wanted to foliow-up on your Extended Service warranty and was able to verify that the coverage on your 2008 F250 is active. Included is a copy of what we call, our Oasis report and it shows the extended warranty as being in force.

Thank you for contacting me and I apologize for the number of issues that have come up since you purchased your truck from us. We should have done much better and it certainly is rare that I hear of such a problem. Regardless, it should never have happened and have reviewed the Service related concern with our Service Manager. If, at any time in the future you require our assistance, please don't hesitate to contact me directly, or if you have a Service issue that needs attention you can reach out to [redacted], our Service Manager, at ###-###-####.

This doesn't make-up for the concerns you had, but in a small way, I hope you can use the gift certificate I have enclosed for you.

Again, sorry for the trouble and thank you for your business.

Sincerely,

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,

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Description: Auto Dealers - New Cars

Address: 1030 Schaeffer Road, Lebanon, Pennsylvania, United States, 17042

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