San Antonio Man's SUV Nightmare Ends with Help from KENS 5 After Repeated Breakdowns
San Antonio man struggles with a faulty Ford Bronco Sport purchased online, facing repair woes and poor customer service until media intervenes. San Antonio man, Jose Botello, had purchased a 2021 Ford Bronco Sport from Driveway, an online company operated by Lithia Motors, for about $28,000 plus financing. The vehicle quickly broke down, causing Botello to continue making payments on the dysfunctional ride. Botello struggled to get the vehicle repaired or properly diagnosed by a Ford dealership, but Lithia's representatives wrongly claimed the repairs were not under warranty, despite the vehicle's failures occurring within 30 days of purchase. KENS 5 intervened and managed to transfer the vehicle to Dallas where more capable technicians could handle the repairs. Following the repair, Lithia returned the car to Botello in San Antonio. The case highlights the potential pitfalls of online vehicle purchases and the importance of steadfast warranty terms and conditions.
Published : 4 weeks ago by Javi Gonzalez in Auto
A San Antonio man's dream of owning a sturdy SUV turned into a financial nightmare after his 2021 Ford Bronco Sport repeatedly broke down, leaving him to continue making payments on the dysfunctional ride. Jose Botello purchased the vehicle from Driveway, an online company operated by Lithia Motors, back in July of 2023 for about $28,000 plus financing. The SUV was delivered the following month, but its supposedly reliable performance quickly faltered, first on a trip to Houston where it limped along at 20 mph due to a sensor error, and then again near Kerrville where it completely failed to start, according to a KENS 5 report.
In an arduous saga that spanned five months, Botello struggled to get the vehicle repaired or even properly diagnosed by a Ford dealership. Meanwhile, Lithia Motors insisted he keeps up with the monthly installments without providing a clear resolution. During the ordeal, Botello ran into a bureaucratic wall as different Lithia representatives wrongly claimed the repairs were not under warranty, despite the SUV's meltdowns happening within 30 days of purchase. "Every time I call them, I have to talk to somebody (different)… I heard multiple times, ‘Oh, on the notes it shows the car is not covered because it is over 60 days.’ They then try to direct me to a manager and always tell me they need 24 hours to contact me," Botello recounted to KENS 5.
With the lingering problem and no fix in sight, Botello reached out to KENS 5 for help. The news team aggressively pursued the issue, contacting Lithia Motors, Kia of Frisco — the Lithia-owned dealership that previously owned the Ford Bronco — and the Ford dealership in Kerrville where the broken SUV had been languishing. Progress was made after Daniel Stimpson, Assistant General Manager at Kia of Frisco, intervened, suggesting the vehicle be transferred to Dallas where more capable technicians could handle the repairs. Two weeks after KENS 5 started making calls, Lithia Motors authorized towing the SUV from Kerrville to Dallas.
According to an exchange with KENS 5, Lithia Senior Manager Michelle Watson-Schwartz conveyed that a Ford Factory field technician took over and swiftly addressed the SUV's defects, "We have retrieved the bronco, and it is currently under the care of a Ford Factory field technician." Following the repair, Lithia Motors facilitated the vehicle's return to Botello in San Antonio. Their customer service appeared to have substantially improved after media involvement. "After you guys started reaching out it was a totally different ball game," Botello told KENS 5. "They said, 'hey we will get this taken care of for you...situations like this don't happen often.' I get a call every day or every week about the progress on the car."
The case, fraught with frustration and a labyrinth of customer service hurdles, highlights the potential pitfalls of online vehicle purchases and the importance of steadfast warranty terms and conditions. Botello's experience serves as a cautionary tale for consumers and a reminder of the role advocacy journalism can play in resolving consumer disputes. His situation, which found resolution only after the intervention of KENS 5, underscores the often-invoked adage for consumers to persistently advocate for their rights, especially when companies seem slow to act. Botello, for his part, expressed his relief and gratitude for the help he received: "After you guys called, they wanted to make sure everything was done correctly and as fast and efficiently as possible. You guys helped tremendously," he told KENS 5.