Hopkins Ford of Elgin
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Dealership Service Review
service Rating
poor service dept
Written byon 10/08/2013
updated 07/13/2025
We took our 06 Taurus to ron hopkins for a starting problem. They kept the car for a month and during that time the car repeatedly exhibited the starting problem. They either did not devote the time necessary to diagnose and repair the problem or lacked the expertise to deal with the issue. The car was returned with the same issue and I was presented with a $125 for I guess a month of parking. I was told since no codes were present in the computer nothing could be done. I can't help but make a comparison to kids coming out of public schools today unable to do math with out a calculator. Obviously background\experience are not essential qualifications for employment a ron hopkins ford.
- Recommend this dealer? No
- Were you satisfied with the quality of work performed on your vehicle? No
- Did the dealership complete the work within the timeframe promised? No
- Did the dealership provide you with an accurate quote of the work to be performed? No
- Do you feel the price paid for service(s) was fair and appropriate? No
- Did the dealer honor all commitments made? No
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ronhopkinsford on 10/10/2013
Dealer Response
After reaching out to the customer to discuss the situation it came to light that Tom had previously taken his vehicle to a shop in St. Charles that could not replicate the problem after towing it in, but replaced his fuel pump (which he mentioned to my staff, but neglected to write here).
He also mentioned he didn't feel comfortable taking it back there because they were incapable of resolving the situation in the first place.
According to my service department we had his vehicle for a month trying to replicate the problem.
It hard cranked and then started only 3-4 times within the month, so the problem was very intermittent (hence why the other shop couldn't diagnose it).
Due to it starting consistently our diagnostic machine could not give us a malfunction code, and we're not about to replace a part on a guess.
I then talked to my 2 technicians that worked on the vehicle, and we decided that we were comfortable that the problem was either the fuel pump or the fuel regulator.
I called Tom and told him that we are not comfortable with educated guesses, but if he wished we would like to start with the cheaper repair which is the fuel regulator and see if that resolves the issue.
Tom said he would rather put more money in the car and make it right and agreed to the repair.
We set an appointment for him to drop it off.
When it came in it did the hard crank and then started.
Still couldn't get a code, but went ahead with the repair we were both taking a chance on.
Once the fuel regulator was replaced and the vehicle was retested it no longer showed the previous symptoms.
The following afternoon I personally called Tom to see if he experienced any of the same symptoms that he had experienced before the repair, and he said it's only been a day but it hasn't exhibited the same problem yet, but he also mentioned that he was still unhappy due to us charging him for the month that we were trying to replicate the problem.
We attempted to resolve his concern in the most efficient and cost effective way possible, and at this time it seems to be resolved.
Tom still feels we were unfair for charging him a 1 hour checkout time for a month of diagnostic work.
I hope the fuel regulator takes care of his issue.
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