Initial Business Response / [redacted] (1000, 13, 2015/04/01) */ [redacted] Firstly, intermittent problems are always difficult to pin-point and in many instances take several visits to solve due to the complexities of the mix of electronic and traditional mechanical components involvedWe have reviewed Mr [redacted] 's file and see nothing abnormalOn [redacted] , Mr [redacted] brought his [redacted] in for a power steering leakWe determined that the leak was caused by the steering boxWe replaced the steering box on Mr [redacted] 's [redacted] with his permission on repair order [redacted] Mr [redacted] had also requested a motor vehicle inspection on his ***While checking the front suspension, we found the left lower ball joint was worn beyond acceptable use according to [redacted] specifications and the legislated motor vehicle standards therefore would not pass a motor vehicle inspectionThe alignment was done as the alignment specifications would be altered when the steering box was replacedAt no time during this repair were we advised of a noise in the steeringOn [redacted] Mr [redacted] advised us that there was a vibration or noise coming from the front of his [redacted] during slow speedsWe checked it and found the lower steering shaft had excessive play and was causing the noiseMr [redacted] authorized the replacement of this steering shaftWhen Mr [redacted] came to pay the bill, he explained to me that he did not want to pay for the repairs he had authorizedI said that I would be happy to take the new part off and install the old one at no charge to himHe has been in a couple of times since the last repair and assured me that the noise has not returnedOur technicians are factory trained and have the customers best interest in mind as they perform repairs With that being said, I am always open to discuss these matters further [redacted] [redacted] Customer Service Manager Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] I have carefully reviewed the response from the Service Manager (Mr [redacted] ) dated [redacted] The response from MacPhee Ford does not provide a solution, an offer of settlement nor a denial of responsibility [redacted] The only option provided for by MacPhee is to "discuss these matters further"As provided in my original complaint, this has been documented as an ongoing issue since at least [redacted] [redacted] I had discussed potential solutions with the MacPhee Service Manager (noted in original complaint) where he aggressively stated that he "was more than willing to put the broken parts back in if I was unsatisfied" [redacted] However, what Mr [redacted] failed to mention was that this was initiated due to a discussion on the recurring issue, and not a refusal to pay situation While Mr [redacted] is correct in saying that he was "not advised of a noise in the steering", it would not be the role of a service manager to know what was discussed between the technician (Mr ***) and myself during each visitOnly short notes are made within their computer system, which all denote the issue for each visitThe issue of the steering / front end was foremost on my visit over the last two years due to the failure of resolving the issue by MacPhee FordThe recurring issue is documented by evidence in the initial claim and include: [redacted] It is not unusual that other (minor) issues were found during each of the scheduled service visits (as we followed the [redacted] Maintenance plan), it does not dismiss the fact that the identified issue did not get resolved until *** Mr [redacted] indicated that I had been in a couple of times since the last repair and assured him that the noise has not returnedI have only spoken with Mr [redacted] once since the last repair, which was in the presence of the owner (Mr [redacted] ) The service manager agrees that "intermittent problems are always difficult to pin-point and in many instances take several visits to solve..." (McPhee response dated [redacted] )However, two years is excessive and the underlying problem should have been identified without the replacement of multiple parts, at least visits, cost exceeding $4,and a disingenuous attempt at resolving the issue at the lowest possible level If this statement is true, then it should be very simple for MacPhee to acknowledge that this ongoing issue is normal, and that it was originally covered by warranty, that the ongoing attempts at repair should also be covered by warranty as "intermittent problems are always difficult to pin point and in many instances take several visits to solve" The response from MacPhee [redacted] does nothing to address the issue of concernThe recurring, and ineffective attempts at resolving the vehicle's year issue which was identified while the vehicle was under warranty, and remained unresolved until after the warranty had expired [redacted] I have attempted to work with MacPhee [redacted] via telephone, e-mail and face to face visits with nothing but delay and denial [redacted] [redacted]
Initial Business Response / [redacted] (1000, 13, 2015/04/01) */ [redacted] Firstly, intermittent problems are always difficult to pin-point and in many instances take several visits to solve due to the complexities of the mix of electronic and traditional mechanical components involvedWe have reviewed Mr [redacted] 's file and see nothing abnormalOn [redacted] , Mr [redacted] brought his [redacted] in for a power steering leakWe determined that the leak was caused by the steering boxWe replaced the steering box on Mr [redacted] 's [redacted] with his permission on repair order [redacted] Mr [redacted] had also requested a motor vehicle inspection on his ***While checking the front suspension, we found the left lower ball joint was worn beyond acceptable use according to [redacted] specifications and the legislated motor vehicle standards therefore would not pass a motor vehicle inspectionThe alignment was done as the alignment specifications would be altered when the steering box was replacedAt no time during this repair were we advised of a noise in the steeringOn [redacted] Mr [redacted] advised us that there was a vibration or noise coming from the front of his [redacted] during slow speedsWe checked it and found the lower steering shaft had excessive play and was causing the noiseMr [redacted] authorized the replacement of this steering shaftWhen Mr [redacted] came to pay the bill, he explained to me that he did not want to pay for the repairs he had authorizedI said that I would be happy to take the new part off and install the old one at no charge to himHe has been in a couple of times since the last repair and assured me that the noise has not returnedOur technicians are factory trained and have the customers best interest in mind as they perform repairs With that being said, I am always open to discuss these matters further [redacted] [redacted] Customer Service Manager Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] I have carefully reviewed the response from the Service Manager (Mr [redacted] ) dated [redacted] The response from MacPhee Ford does not provide a solution, an offer of settlement nor a denial of responsibility [redacted] The only option provided for by MacPhee is to "discuss these matters further"As provided in my original complaint, this has been documented as an ongoing issue since at least [redacted] [redacted] I had discussed potential solutions with the MacPhee Service Manager (noted in original complaint) where he aggressively stated that he "was more than willing to put the broken parts back in if I was unsatisfied" [redacted] However, what Mr [redacted] failed to mention was that this was initiated due to a discussion on the recurring issue, and not a refusal to pay situation While Mr [redacted] is correct in saying that he was "not advised of a noise in the steering", it would not be the role of a service manager to know what was discussed between the technician (Mr ***) and myself during each visitOnly short notes are made within their computer system, which all denote the issue for each visitThe issue of the steering / front end was foremost on my visit over the last two years due to the failure of resolving the issue by MacPhee FordThe recurring issue is documented by evidence in the initial claim and include: [redacted] It is not unusual that other (minor) issues were found during each of the scheduled service visits (as we followed the [redacted] Maintenance plan), it does not dismiss the fact that the identified issue did not get resolved until *** Mr [redacted] indicated that I had been in a couple of times since the last repair and assured him that the noise has not returnedI have only spoken with Mr [redacted] once since the last repair, which was in the presence of the owner (Mr [redacted] ) The service manager agrees that "intermittent problems are always difficult to pin-point and in many instances take several visits to solve..." (McPhee response dated [redacted] )However, two years is excessive and the underlying problem should have been identified without the replacement of multiple parts, at least visits, cost exceeding $4,and a disingenuous attempt at resolving the issue at the lowest possible level If this statement is true, then it should be very simple for MacPhee to acknowledge that this ongoing issue is normal, and that it was originally covered by warranty, that the ongoing attempts at repair should also be covered by warranty as "intermittent problems are always difficult to pin point and in many instances take several visits to solve" The response from MacPhee [redacted] does nothing to address the issue of concernThe recurring, and ineffective attempts at resolving the vehicle's year issue which was identified while the vehicle was under warranty, and remained unresolved until after the warranty had expired [redacted] I have attempted to work with MacPhee [redacted] via telephone, e-mail and face to face visits with nothing but delay and denial [redacted] [redacted]