Hi in response to the customer complaint of an ongoing concern with gas cap light coming on first the repair for dollars had no customer complaint of a light on and no repairs charged fo such lightThe first time for gas cap light customer requested we replace a part based on another shop diagnosis, the second repair attempt dealer absorbed labor and customer paid for partThis last time we spent over hours diag on concern and spoke with ford asked customer to spend some money and they did not want toWould be more than happy to move forward and when we know what will solve concern work closely on price but the customer has to be ready to spend some money also Jim M***Service ManagerJohn Kennedy Ford [redacted] PikeFeasterville, PA
We apologized for the situation Unfortunately, the check that was deposited had a stop payment put on it, not sure how but that is not something we can control The reason [redacted] contacted the client was because the original check bounced, due to the stop payment Lisa offered to pay for any overdraft charges, to which the client refused We are not sure where an $refund comes from, but we were and still are happy to pay any bank charges that were incurred due to the situation
I think you have the wrong storeI am the General Manager at John Kennedy Subaru this customer owns a Ford product and it has never been serviced or sold by my dealer ship
We have serviced the [redacted] with 89,on occasions, 5/20/16, 6/15//16, 7/12/and on 8/3/All the visits were for a very intermittent no starting problem, and when it wouldn't start the theft light would flash quicklyThere were no actual diagnostic trouble codes to help lead us to a particular component or wiringThe only codes present were communications codes that just tell us that the different modules in the vehicle did not communicate with each other, but not why On the first visit our technician discovered an aftermarket remote start systemThe system was installed by splicing into the main wiring harnesses improperlyInstead of making proper splices they just cut back the insulation from the wire, wrapped the remote start wire around it with electrical tapeThis was done in about a dozen placesThis caused damage to the harnesses themselves and could have damaged any of the modulesThe owner stated that the remote start did not work anyway, so he gave us permission to remove it entirely and repair the splicesAfter doing so the problem would still intermittently occur and still only had communication codesThe main communication module (the PCM) was then replaced but the same very intermittent concern still happenedWe tried replacing the transceiver for the PATS key system but it did not work (the customer was not charged for this part)After inspecting more splices in the main engine harness the car started fine for us for a weekAfter consulting with the Ford technical hotline and our Ford field service engineer the belief is that one or more wiring harnesses may need to be replacedDuring all this time we provided the customer with over hours of labor equal to over $and $in rental at our expenseWe have also offered to trade the Milan in and sell any of our New or Preowned vehicles at costRegards,David [redacted] M [redacted] General ManagerJohn Kennedy FordValley Forge Rd.Phoenixville, PA 19460Direct ###-###-####Main ###-###-####Fax ###-###-#### [redacted] @kennedyauto.com
February 3, 2017To Whom It May Concern: [redacted] purchased a used [redacted] along with a [redacted] Extended Warranty in October of with 81,milesShe had only officially serviced with us on occasions.The 1st visit was on March 16th for an Oil Change at 96,miles.The 2nd visit was December 30th at 113,miles for an Oil Leak Concern and Possible Engine Noise, AC System concern, Power Steering Concern and a Loaner CarWhile in the midst of working with the vehicle the client was informed that an open Recall existed for her vehicleThe client choose to take the vehicle down the road to the [redacted] Dealer for the recall while we were awaiting further diagnosis for the aforementioned concerns [redacted] then returned to our store and informed us that the [redacted] Technicians had found of the problems faster than Our [redacted] TechniciansAlso the client had stated that the [redacted] Rep would not accept her [redacted] Extended Warranty.When the client’s vehicle was with [redacted] they identified the source of the Power Steering Concern and the Oil Leak Concern [redacted] had also informed us that the [redacted] reps indicated the Engine Noise was direct from either the faulty A/C Compressor and/or the faulty Power Steering pump [redacted] was working directly) with myself (The Service Manager) at this pointHowever unfortunate, it seemed this was simply a misunderstanding as to what type of Extended Warranty she had purchased and perhaps misguidance regarding ***s acceptance of the Extended WarrantyI informed [redacted] that the Extended Warranty was not that of John Kennedys but was Direct with [redacted] and although competitive make dealerships have the right to either approve or deny working with such an Extended Warranty; Most dealerships work with themSpecifically the [redacted] Dealer she had visitedI also spoke to her about the efficiency of my [redacted] Trained Technicians with respect to them working with ***s opposed to “Competitive Makes” and vice versa with [redacted] technicians with their respective discipline.That said we provided the work she had intended to have accomplished with the [redacted] store and placed [redacted] back in to a complimentary loaner vehicle in view of customer satisfaction and ultimately so that she can conduct her day to day operations, The; repairs were finished on January 12th for an external Valve Cover Engine Oil Leak, a replaced Faulty A/C Compressor and A/C Drier and a replaced Power Steering Pump and BeltTo our knowledge the client was satisfied and all was well.A few days after the repair the client arrived back at our dealership in the afternoon and informed us that she was still hearing an engine noise when starting the vehicleThe client was asked to further document the clip with an audio recording as she was unable to leave the vehicle with us at that time and event only occurs when the vehicle is coldThus typically this means morningsThe client had provided us a clip via email on January 17th After reviewing the audio clip we determined that it would most likely need mechanical disassembly for further diagnosis and advanced diagnosisThis sort or repair and diagnosis is typically handled by the respective make dealership,John Kennedy [redacted] reached out to [redacted] and received assurance that that they would work with the client and would/do accept the [redacted] Extended Service WarrantyFurthermore we provided the client with a specific name for the representative that would be assisting herDue to the nature of the noise the engine was making in the video clip and based on the fact that we had only provided the client with Oil Change in the 32,miles she has owned the vehicle; We recommend [redacted] to obtain her past Oil Change Receipts as [redacted] and the [redacted] Extended Warranty would most likely need themWe followed up with [redacted] via email and phone as she was not feeling well at the timeWe even offered to validate the first days of an [redacted] Rental Car while her car was being serviced with the [redacted] store.We have made follow up attempts now and have not heard anything back from the client regarding the repairsThe client did respond to the January 24th email indicating she received and understood our emailTwo of those follow ups have been made via email dated January 24th and February We have attached the emails for your reference.In short script here are the facts: Customer Purchased the Vehicle October 8th with 80,miles on the vehicle.The client had only serviced with us timesOnly of those service visits was for an Oil change.1st visit, Oil Change dated March 16th at 96,miles(15,Miles since the client has taken ownership of the vehicle)2nd visit, External Oil Leak, Power Steering Pump and Belt, AC Compressor and AC Drier repairDated December 30th at 113,miles(16,Miles since the last visit with our dealership and 31,since the client has taken ownership of the vehicle)The client indicated January 17th that an engine noise was still presentShe provided an audio clip that is believed to need advanced mechanical disassembly.We confirmed that the *** Dealer will use her extended warranty and obtained a name for contact.We informed the customer that she is all set to move forward with an appointment at the [redacted] store for advanced diagnosis on January 23rd and followed up on January 24th and February 3rd via email land phone.Furthermore we informed the client that it would be within her best intrest to provide proof of Oil Changes by receipts of services since the engine seems to be making a mechanical noise and in her ownership of over 30,miles we can only see the Oil Change.John Kennedy offered to cover days rental validation from Enterprise while the vehicle was in for diagnosis with ***.All of this was done prior to our surprised reaction of a Revdex.com Case.We have provided both repairs in a timely and professional manor and have assisted the customer to the best of our ability.We have also provided loaner vehicles and timely updates with justification and definition for all services.Should you have further questions or concerns please contact Brenden B***, Service Manager, John Kennedy Ford, Pottstown PA ***Sincerely, | jBrenden B.Service Manager
08/17/2017To whom it concerns,Below are the interactions that transpired with [redacted] on 06/12/and 07/11/2017.On 06/12/ [redacted] came in to our service center for a Pennsylvania State Safety Inspection and Emissions test, an oil change service, checking her battery, and a recall for her driver side front seatWe found that the driver side front seat track had a crack in it due to a defect listed in the [redacted] recallWe unfortunately had to fail the vehicle for the PA Safety Inspection due to the crack in the seat trackThe cracked seat track was causing the seat to have movement that could have been a safety concern had the customer been in an accidentAt that time, the seat track recall was just announced and parts were on back orderWe told the customer that the parts would be due off of back order in about 3-weeks timeWe told her that we would be able to finish the Safety Inspection once we replaced the seat track under the recallWe, at that time, did notice that her clutch was slipping somewhat, but not to the point where it would fail inspection.That afternoon, [redacted] came to pick up her vehicleShe asked the service advisor if there was a salesman around to go on a test driveShe stated that she wanted to test drive a new version of her car that was in for service while she waited for her friend that was going to dinner with herShe stated that she had recently been given the vehicle from her son and that she was not used to driving manual transmission on a daily basis, but that she would like to see what a new one was likeThe service advisor introduced her to a salesmanThey went on a road testThe salesman stated that she stalled out numerous times attempting to leave out parking lotOnce on the road she continued to stall out in the new car on a very busy road during rush hour trafficOn the last stall out, the salesman stated that they almost got into an accident with a dump truckThe salesman, at that point, switched spots with the customer and drove the vehicle back to the dealershipHe told the service department that it was the most scary test drive that he had ever been onAfter returning to the dealership, she waited for her friend until 9pm when the dealership was closingOur sales manager had to ask her to leave at that pointShe responded to them that she couldn't drive her car and if she had to leave the dealership, that she would have no choice but to sleep in her carShe eventually left the dealership and the car was gone the next morning.The next morning, she called in and accused the dealership of cutting the fabric on her driver side seatShe also stated that her clutch was slipping badly and wasn't like that when she brought the car inWe informed her that there were no cuts made to her seat and that we did nothing to her clutch as she was insinuating over the phoneHer response was that she knew what the government was up to and that we didn't have to cover up any lies for themWe ended the phone call on the terms that nothing occurred on our end and that the government also did nothing to her car.On 07/11/2017, [redacted] returned for her seat track to be installed and to wrap up her Safety InspectionUpon arrival, the service advisor completed a vehicle walk around (checked and notated any pre-existing dings/scratches in the vehicle's paint) due to his previous encounter with the customerThe technician replaced her seat track and applied the safety sticker to her windshieldThe advisor let the customer know that her vehicle was finished and ready to go (this visit she chose to wait at the dealership while the repair was made)When she went to leave the dealership, she came back in stating that the car wash scratched on every surface of the vehicleThe service advisor went out to the car and verified that the scratches were the ones that he notated on the repair order before the vehicle even entered the shopHe showed her the repair order with the items notated on it and she became very upset that he performed a vehicle walk around before hand.The customer did wind up leaving the dealershipShe however did call back about an hour after leaving saying that her car would not go up a steep hillShe stated that she was stuck and that her clutch was to the point where she couldn't drive it any furtherShe kept asking the service advisor why the dealership would cause her transmission to fail herWe advised her that replacing the seat track and applying a sticker to her windshield would have no effect on her transmissionShe then told the advisor on the phone that the dealership poured chemicals into her transmission to cause it to go badThe service advisor assured the customer that no such thing occurredHe was on the phone with her for about minutes while she accused us of damaging her transmissionHe explained to her that we did nothing to cause it to fail and that we noticed that her clutch was slipping when driving it into the shopHe advised her that she would have to get the vehicle towed in order for us to look at it and provide pricing on a new clutch.During the two visits, the vehicle was only driven a matter of yards from the parking spot and into the service bayWe did not go onto the road for any extended test drives to see the full extent of her clutch issues, but for the amount driven here, it was safe enough for the inspector to pass it for inspectionUnfortunately, the customer's clutch required replacement at our sister store due to the clutch material being completely worn awayThe only thing that would cause it to go like this is the use of the vehicle (daily driving)Driving it into the shop twice by a technician, would notWe hope this information helps with what transpired here with the customerIf there is any further information needed, please feel free to reach out to us
My Name is Jim and I am the Service Manager at John Kennedy FordWe did have [redacted] vehicle in for service for a major transmission concernWe informed [redacted] at the time he dropped the vehicle off that the vehicle was probably not going to come into the shop for a while due to the amount of work we had and the fact that we currently only have transmission technicianWho, unfortunately is dealing with a very serious medical issue with his wife that has caused him to miss work from time to timeWe will never rush any repair through the shop, especially one of this magnitude [redacted] was provided with alternate transportation during the entire repair process at no chargeThe repairs did take longer due to the fact that while apart, we found part of the route cause of the transmission concern was a misbuilt transmission case hat over time casued an internal failure to the transmissionWe did not PICK the cheapest option to repair [redacted] vehicleWith all the information we presented to Ford Motor Company, their decision was to replace all and only the damaged components in the transmissionWhich, by the contract [redacted] signed at time of purchase, their right to doAfter all repairs were made, the vehicle was sent to our detail shop and cleaned at no charge to [redacted] , and also the vehicle was filled with gas, also at no charge [redacted] did contact Ford Motor company, and agreed upon a month refund for his monthly car payment for his inconvenienceHis girlfriend was here in our shop for the under shield repair that was weakened and hanging downThere was a miscommunication between the tech and the service advisor in regards to the type of repair madeWe informed the cust the shield was repaired, when in actuality it was partially removedWe should have been more clear in our communications between the tech and advisors, and then relayed that to the customerWe offered to replace both parts of the shield at no cost to the customer, but he refusedI am not sure what we can do now to assist with any lingering concerns the customer has at this timeI am quite sure we are not able to refund all the money the customer has spent on the vehicle in the form of a [redacted] cardAny additional concessions would come from Ford Motor Company
January 10, 2016Dear *** ***: Please accept this letter and the details it contains as confirmation of resolution of complaint ID ***, Details are as follows: *** *** leased a new *** on August 21, 2015He sent a letter to Revdex.com in January because he took his
*** to another Ford dealership because water was leaking inside.That Dealership upset our customer by telling *** that we sold him a vehicle knowing it had a problem. On January 18, 2016, spoke with ***, and explained that wasn't the caseIn fact the car has a recall for the concern and Ford is willing to fix the car or replace it at no additional charge. *** *** decided to replace the car with another vehicle, and did so at McCafferty Ford, because they already had paperwork initiated. I believe *** *** is satisfied. Thank you for your assistance Sincerely, Stanley S.General Manager
Complaint: ***
I am rejecting this response because:While this response details the effort made to resolve the issue, it does not detail the way in which this effort proceededAs Ford worked on my vehicle, I was repeatedly told that it was fixed yet it was notI was also told that replacing the main communication module (PCM) would definitely solve the issue, as it was a worst case scenarioI paid for that replacement and it did not solve the issueIn speaking with management of this dealership I was notified that they considered this repair a "guessing game" in which they would not be sure that they had the problem resolvedMy issue is that I was in no way ever notified that this was in fact a "guessing game" and that I was spending nearly $on something that may not actually fix the problemHad I been aware that this was a "guessing game", I likely would not have spent that money, but I was not given that chanceI find the suggested resolution of trading in my vehicle at this dealership unacceptable as I am not comfortable giving this business any more of my money after being treated this wayI do not feel I can trust this dealership after they essentially played a "guessing game" with my wallet, without making that clear to meAdditionally, the inference that the problem was caused by a faulty installation of a remote start would seem to me to be another guess, as it has been made clear that a root cause was never actually discovered
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
July 11, 2016*** purchased a Ford *** on June 8, On that same day he gave us a check to hold until June 23th, for a downpayment*** also signed a Promissory Note for the above mentioned down payment for $2,154.48.On July 1st, 2016, a week after the promised date we
deposited the check, He tried to contact the Finance Manager Mike D*** to see if we could hold off another week before we deposit his checkMike contacted our controller who holds the checks in his office, by that time it was already deposited earlier on the same day,I offered to pay any of ***'s bank fees in regards to this overdraftHe said that he's coming up to the dealership and we better give him $1000We're not happy that this caused *** any problems, but in no way do we believe we are wrong in this matter,Please let know if you feed any supporting documents.Regards,Stan S. General Manager
We apologize for the delay in respondingA key employee who needed to weigh in on this issue was out for several
days. Attached is the estimate we prepared to replace the PCM. It includes a factory PCM. Also attached is the response we received from Mr ***'s warranty company showing that we requested authorization for a factory PCM and they only authorized $848.47. The warranty company would only authorize hours of diagnosis and replacement even though we spent considerably more time on the vehicle. The $Mr*** refers to is for the replacement of an egr valve. As we now any number of components can cause the check engine light to come on. This repair is not questionable since the current check engine light is related to the PCM We did charge Mr*** $for the Pennsylvania state inspection which has nothing to do with the light The $represents the labor (451.00), parts (674.74) and $in rentalHis warranty company only paid $of the rental charge. We can offer Mr*** a refund of the $he paid out of pocket as a good will gesture. When a factory PCM becomes available he can either contact his warranty company or pay the difference for the OEM part We are sorry Mr *** feels we are not treating his issue correctly. We are trying to repair the vehicle right the first time however we are forced to make compromises based on the mandates of the insurance companyWhen this happens it is never good for anyone We hope Mr*** accepts this proposalOur Service Manager *** Jenet would like the opportunity to discuss this with Mr*** so we can resolve this once and for allSteve can be reached at *** or ***
Just spoke to [redacted] with regards to this, he said he is still working with Subaru of America Customer Service dept., I also spoke with him in regards to this and he acknowledged that we spoke and he doesn't recall me offer him a loaner car which I definitely did , so I offered again. I advised him he should talk with Subaru of America and he insists I should buy his car back which we didn't sell him. I advised him if he feels strongly about it he should consult an attorney and go after Subaru of America. He is asking for us to buy back a car which he no longer owns and he traded into [redacted] Subaru.
We apologized for the situation. Unfortunately, the check that was deposited had a stop payment put on it, not sure how but that is not something we can control. The reason [redacted] contacted the client was because the original check bounced, due to the...
stop payment. Lisa offered to pay for any overdraft charges, to which the client refused. We are not sure where an $1166 refund comes from, but we were and still are happy to pay any bank charges that were incurred due to the situation.
Hi in response to the customer complaint of an ongoing concern with gas cap light coming on first the repair for 1700.00 dollars had no customer complaint of a light on and no repairs charged fo such light. The first time for gas cap light customer requested we replace a part based on another shop...
diagnosis, the second repair attempt dealer absorbed labor and customer paid for part. This last time we spent over 2 hours diag on concern and spoke with ford asked customer to spend some money and they did not want to. Would be more than happy to move forward and when we know what will solve concern work closely on price but the customer has to be ready to spend some money also . Jim M[redacted]Service ManagerJohn Kennedy Ford[redacted] PikeFeasterville, PA 19053
My Name is Jim and I am the Service Manager at John Kennedy Ford. We did have [redacted] vehicle in for service for a major transmission concern. We informed [redacted] at the time he dropped the vehicle off that the vehicle was probably not going to come into the shop for a while due to the...
amount of work we had and the fact that we currently only have 1 transmission technician. Who, unfortunately is dealing with a very serious medical issue with his wife that has caused him to miss work from time to time. We will never rush any repair through the shop, especially one of this magnitude. [redacted] was provided with alternate transportation during the entire repair process at no charge. The repairs did take longer due to the fact that while apart, we found part of the route cause of the transmission concern was a misbuilt transmission case hat over time casued an internal failure to the transmission. We did not PICK the cheapest option to repair [redacted] vehicle. With all the information we presented to Ford Motor Company, their decision was to replace all and only the damaged components in the transmission. Which, by the contract [redacted] signed at time of purchase, their right to do. After all repairs were made, the vehicle was sent to our detail shop and cleaned at no charge to [redacted], and also the vehicle was filled with gas, also at no charge. [redacted] did contact Ford Motor company, and agreed upon a 1 month refund for his monthly car payment for his inconvenience. His girlfriend was here in our shop for the under shield repair that was weakened and hanging down. There was a miscommunication between the tech and the service advisor in regards to the type of repair made. We informed the cust the shield was repaired, when in actuality it was partially removed. We should have been more clear in our communications between the tech and advisors, and then relayed that to the customer. We offered to replace both parts of the shield at no cost to the customer, but he refused. I am not sure what we can do now to assist with any lingering concerns the customer has at this time. I am quite sure we are not able to refund all the money the customer has spent on the vehicle in the form of a [redacted] card. Any additional concessions would come from Ford Motor Company.
09/11/17Greetings,[redacted] did visit our establishment for servicing and when he was here we performed a re-flash of his ECM per Subaru. It was this re-flash that has caused the driving conditions that the customer is concerned about. I have invited [redacted] back into the dealership...
several times so that we can work on the problem he is concerned about. I have offered him a loaner car and was not going to charge him for the diagnostic work. He told me he has taken it to another Subaru dealership and is working with Subaru of America with regards to a re-purchase of his vehicle. Unfortunately there is nothing more I can do for him if he is dealing with Subaru of America as it is a factory issue and not one here at the dealership level. I have also spoken with him and he said that he has no issues with my dealership and understands that we were only installing a factory program to his vehicles computer. He said the only reason he included us in the complaint was because he had to file the claim. Please let me know if you need any further help from me as I am eager to See [redacted] satisfied.Sincerely,Anthony B
We have serviced the 2010 [redacted] with 89,000 on 4 occasions, 5/20/16, 6/15//16, 7/12/16 and on 8/3/16. All the visits were for a very intermittent no starting problem, and when it wouldn't start the theft light would flash quickly. There were no actual diagnostic trouble codes to help lead...
us to a particular component or wiring. The only codes present were communications codes that just tell us that the different modules in the vehicle did not communicate with each other, but not why. On the first visit our technician discovered an aftermarket remote start system. The system was installed by splicing into the main wiring harnesses improperly. Instead of making proper splices they just cut back the insulation from the wire, wrapped the remote start wire around it with electrical tape. This was done in about a dozen places. This caused damage to the harnesses themselves and could have damaged any of the modules. The owner stated that the remote start did not work anyway, so he gave us permission to remove it entirely and repair the splices. After doing so the problem would still intermittently occur and still only had communication codes. The main communication module (the PCM) was then replaced but the same very intermittent concern still happened. We tried replacing the transceiver for the PATS key system but it did not work (the customer was not charged for this part). After inspecting 2 more splices in the main engine harness the car started fine for us for a week. After consulting with the Ford technical hotline and our Ford field service engineer the belief is that one or more wiring harnesses may need to be replaced. During all this time we provided the customer with over 8 hours of labor equal to over $800 and $960 in rental at our expense. We have also offered to trade the Milan in and sell any of our New or Preowned vehicles at cost. Regards,David * M[redacted]General ManagerJohn Kennedy Ford730 Valley Forge Rd.Phoenixville, PA 19460Direct ###-###-####Main ###-###-####Fax ###-###-####[redacted]@kennedyauto.com
From: <[redacted].com>Date: Wed, Oct 12, 2016 at 9:49 AMSubject: Complaint ID [redacted]To: [email protected] complaint was submitted on Oct 6, 2016.I have been in touch with the Kennedy Ford dealership and they have agreed to replace the hub caps. I will pick them up on Oct...
Hi in response to the customer complaint of an ongoing concern with gas cap light coming on first the repair for dollars had no customer complaint of a light on and no repairs charged fo such lightThe first time for gas cap light customer requested we replace a part based on another shop diagnosis, the second repair attempt dealer absorbed labor and customer paid for partThis last time we spent over hours diag on concern and spoke with ford asked customer to spend some money and they did not want toWould be more than happy to move forward and when we know what will solve concern work closely on price but the customer has to be ready to spend some money also Jim M***Service ManagerJohn Kennedy Ford [redacted] PikeFeasterville, PA
We apologized for the situation Unfortunately, the check that was deposited had a stop payment put on it, not sure how but that is not something we can control The reason [redacted] contacted the client was because the original check bounced, due to the stop payment Lisa offered to pay for any overdraft charges, to which the client refused We are not sure where an $refund comes from, but we were and still are happy to pay any bank charges that were incurred due to the situation
I think you have the wrong storeI am the General Manager at John Kennedy Subaru this customer owns a Ford product and it has never been serviced or sold by my dealer ship
We have serviced the [redacted] with 89,on occasions, 5/20/16, 6/15//16, 7/12/and on 8/3/All the visits were for a very intermittent no starting problem, and when it wouldn't start the theft light would flash quicklyThere were no actual diagnostic trouble codes to help lead us to a particular component or wiringThe only codes present were communications codes that just tell us that the different modules in the vehicle did not communicate with each other, but not why On the first visit our technician discovered an aftermarket remote start systemThe system was installed by splicing into the main wiring harnesses improperlyInstead of making proper splices they just cut back the insulation from the wire, wrapped the remote start wire around it with electrical tapeThis was done in about a dozen placesThis caused damage to the harnesses themselves and could have damaged any of the modulesThe owner stated that the remote start did not work anyway, so he gave us permission to remove it entirely and repair the splicesAfter doing so the problem would still intermittently occur and still only had communication codesThe main communication module (the PCM) was then replaced but the same very intermittent concern still happenedWe tried replacing the transceiver for the PATS key system but it did not work (the customer was not charged for this part)After inspecting more splices in the main engine harness the car started fine for us for a weekAfter consulting with the Ford technical hotline and our Ford field service engineer the belief is that one or more wiring harnesses may need to be replacedDuring all this time we provided the customer with over hours of labor equal to over $and $in rental at our expenseWe have also offered to trade the Milan in and sell any of our New or Preowned vehicles at costRegards,David [redacted] M [redacted] General ManagerJohn Kennedy FordValley Forge Rd.Phoenixville, PA 19460Direct ###-###-####Main ###-###-####Fax ###-###-#### [redacted] @kennedyauto.com
February 3, 2017To Whom It May Concern: [redacted] purchased a used [redacted] along with a [redacted] Extended Warranty in October of with 81,milesShe had only officially serviced with us on occasions.The 1st visit was on March 16th for an Oil Change at 96,miles.The 2nd visit was December 30th at 113,miles for an Oil Leak Concern and Possible Engine Noise, AC System concern, Power Steering Concern and a Loaner CarWhile in the midst of working with the vehicle the client was informed that an open Recall existed for her vehicleThe client choose to take the vehicle down the road to the [redacted] Dealer for the recall while we were awaiting further diagnosis for the aforementioned concerns [redacted] then returned to our store and informed us that the [redacted] Technicians had found of the problems faster than Our [redacted] TechniciansAlso the client had stated that the [redacted] Rep would not accept her [redacted] Extended Warranty.When the client’s vehicle was with [redacted] they identified the source of the Power Steering Concern and the Oil Leak Concern [redacted] had also informed us that the [redacted] reps indicated the Engine Noise was direct from either the faulty A/C Compressor and/or the faulty Power Steering pump [redacted] was working directly) with myself (The Service Manager) at this pointHowever unfortunate, it seemed this was simply a misunderstanding as to what type of Extended Warranty she had purchased and perhaps misguidance regarding ***s acceptance of the Extended WarrantyI informed [redacted] that the Extended Warranty was not that of John Kennedys but was Direct with [redacted] and although competitive make dealerships have the right to either approve or deny working with such an Extended Warranty; Most dealerships work with themSpecifically the [redacted] Dealer she had visitedI also spoke to her about the efficiency of my [redacted] Trained Technicians with respect to them working with ***s opposed to “Competitive Makes” and vice versa with [redacted] technicians with their respective discipline.That said we provided the work she had intended to have accomplished with the [redacted] store and placed [redacted] back in to a complimentary loaner vehicle in view of customer satisfaction and ultimately so that she can conduct her day to day operations, The; repairs were finished on January 12th for an external Valve Cover Engine Oil Leak, a replaced Faulty A/C Compressor and A/C Drier and a replaced Power Steering Pump and BeltTo our knowledge the client was satisfied and all was well.A few days after the repair the client arrived back at our dealership in the afternoon and informed us that she was still hearing an engine noise when starting the vehicleThe client was asked to further document the clip with an audio recording as she was unable to leave the vehicle with us at that time and event only occurs when the vehicle is coldThus typically this means morningsThe client had provided us a clip via email on January 17th After reviewing the audio clip we determined that it would most likely need mechanical disassembly for further diagnosis and advanced diagnosisThis sort or repair and diagnosis is typically handled by the respective make dealership,John Kennedy [redacted] reached out to [redacted] and received assurance that that they would work with the client and would/do accept the [redacted] Extended Service WarrantyFurthermore we provided the client with a specific name for the representative that would be assisting herDue to the nature of the noise the engine was making in the video clip and based on the fact that we had only provided the client with Oil Change in the 32,miles she has owned the vehicle; We recommend [redacted] to obtain her past Oil Change Receipts as [redacted] and the [redacted] Extended Warranty would most likely need themWe followed up with [redacted] via email and phone as she was not feeling well at the timeWe even offered to validate the first days of an [redacted] Rental Car while her car was being serviced with the [redacted] store.We have made follow up attempts now and have not heard anything back from the client regarding the repairsThe client did respond to the January 24th email indicating she received and understood our emailTwo of those follow ups have been made via email dated January 24th and February We have attached the emails for your reference.In short script here are the facts: Customer Purchased the Vehicle October 8th with 80,miles on the vehicle.The client had only serviced with us timesOnly of those service visits was for an Oil change.1st visit, Oil Change dated March 16th at 96,miles(15,Miles since the client has taken ownership of the vehicle)2nd visit, External Oil Leak, Power Steering Pump and Belt, AC Compressor and AC Drier repairDated December 30th at 113,miles(16,Miles since the last visit with our dealership and 31,since the client has taken ownership of the vehicle)The client indicated January 17th that an engine noise was still presentShe provided an audio clip that is believed to need advanced mechanical disassembly.We confirmed that the *** Dealer will use her extended warranty and obtained a name for contact.We informed the customer that she is all set to move forward with an appointment at the [redacted] store for advanced diagnosis on January 23rd and followed up on January 24th and February 3rd via email land phone.Furthermore we informed the client that it would be within her best intrest to provide proof of Oil Changes by receipts of services since the engine seems to be making a mechanical noise and in her ownership of over 30,miles we can only see the Oil Change.John Kennedy offered to cover days rental validation from Enterprise while the vehicle was in for diagnosis with ***.All of this was done prior to our surprised reaction of a Revdex.com Case.We have provided both repairs in a timely and professional manor and have assisted the customer to the best of our ability.We have also provided loaner vehicles and timely updates with justification and definition for all services.Should you have further questions or concerns please contact Brenden B***, Service Manager, John Kennedy Ford, Pottstown PA ***Sincerely, | jBrenden B.Service Manager
08/17/2017To whom it concerns,Below are the interactions that transpired with [redacted] on 06/12/and 07/11/2017.On 06/12/ [redacted] came in to our service center for a Pennsylvania State Safety Inspection and Emissions test, an oil change service, checking her battery, and a recall for her driver side front seatWe found that the driver side front seat track had a crack in it due to a defect listed in the [redacted] recallWe unfortunately had to fail the vehicle for the PA Safety Inspection due to the crack in the seat trackThe cracked seat track was causing the seat to have movement that could have been a safety concern had the customer been in an accidentAt that time, the seat track recall was just announced and parts were on back orderWe told the customer that the parts would be due off of back order in about 3-weeks timeWe told her that we would be able to finish the Safety Inspection once we replaced the seat track under the recallWe, at that time, did notice that her clutch was slipping somewhat, but not to the point where it would fail inspection.That afternoon, [redacted] came to pick up her vehicleShe asked the service advisor if there was a salesman around to go on a test driveShe stated that she wanted to test drive a new version of her car that was in for service while she waited for her friend that was going to dinner with herShe stated that she had recently been given the vehicle from her son and that she was not used to driving manual transmission on a daily basis, but that she would like to see what a new one was likeThe service advisor introduced her to a salesmanThey went on a road testThe salesman stated that she stalled out numerous times attempting to leave out parking lotOnce on the road she continued to stall out in the new car on a very busy road during rush hour trafficOn the last stall out, the salesman stated that they almost got into an accident with a dump truckThe salesman, at that point, switched spots with the customer and drove the vehicle back to the dealershipHe told the service department that it was the most scary test drive that he had ever been onAfter returning to the dealership, she waited for her friend until 9pm when the dealership was closingOur sales manager had to ask her to leave at that pointShe responded to them that she couldn't drive her car and if she had to leave the dealership, that she would have no choice but to sleep in her carShe eventually left the dealership and the car was gone the next morning.The next morning, she called in and accused the dealership of cutting the fabric on her driver side seatShe also stated that her clutch was slipping badly and wasn't like that when she brought the car inWe informed her that there were no cuts made to her seat and that we did nothing to her clutch as she was insinuating over the phoneHer response was that she knew what the government was up to and that we didn't have to cover up any lies for themWe ended the phone call on the terms that nothing occurred on our end and that the government also did nothing to her car.On 07/11/2017, [redacted] returned for her seat track to be installed and to wrap up her Safety InspectionUpon arrival, the service advisor completed a vehicle walk around (checked and notated any pre-existing dings/scratches in the vehicle's paint) due to his previous encounter with the customerThe technician replaced her seat track and applied the safety sticker to her windshieldThe advisor let the customer know that her vehicle was finished and ready to go (this visit she chose to wait at the dealership while the repair was made)When she went to leave the dealership, she came back in stating that the car wash scratched on every surface of the vehicleThe service advisor went out to the car and verified that the scratches were the ones that he notated on the repair order before the vehicle even entered the shopHe showed her the repair order with the items notated on it and she became very upset that he performed a vehicle walk around before hand.The customer did wind up leaving the dealershipShe however did call back about an hour after leaving saying that her car would not go up a steep hillShe stated that she was stuck and that her clutch was to the point where she couldn't drive it any furtherShe kept asking the service advisor why the dealership would cause her transmission to fail herWe advised her that replacing the seat track and applying a sticker to her windshield would have no effect on her transmissionShe then told the advisor on the phone that the dealership poured chemicals into her transmission to cause it to go badThe service advisor assured the customer that no such thing occurredHe was on the phone with her for about minutes while she accused us of damaging her transmissionHe explained to her that we did nothing to cause it to fail and that we noticed that her clutch was slipping when driving it into the shopHe advised her that she would have to get the vehicle towed in order for us to look at it and provide pricing on a new clutch.During the two visits, the vehicle was only driven a matter of yards from the parking spot and into the service bayWe did not go onto the road for any extended test drives to see the full extent of her clutch issues, but for the amount driven here, it was safe enough for the inspector to pass it for inspectionUnfortunately, the customer's clutch required replacement at our sister store due to the clutch material being completely worn awayThe only thing that would cause it to go like this is the use of the vehicle (daily driving)Driving it into the shop twice by a technician, would notWe hope this information helps with what transpired here with the customerIf there is any further information needed, please feel free to reach out to us
My Name is Jim and I am the Service Manager at John Kennedy FordWe did have [redacted] vehicle in for service for a major transmission concernWe informed [redacted] at the time he dropped the vehicle off that the vehicle was probably not going to come into the shop for a while due to the amount of work we had and the fact that we currently only have transmission technicianWho, unfortunately is dealing with a very serious medical issue with his wife that has caused him to miss work from time to timeWe will never rush any repair through the shop, especially one of this magnitude [redacted] was provided with alternate transportation during the entire repair process at no chargeThe repairs did take longer due to the fact that while apart, we found part of the route cause of the transmission concern was a misbuilt transmission case hat over time casued an internal failure to the transmissionWe did not PICK the cheapest option to repair [redacted] vehicleWith all the information we presented to Ford Motor Company, their decision was to replace all and only the damaged components in the transmissionWhich, by the contract [redacted] signed at time of purchase, their right to doAfter all repairs were made, the vehicle was sent to our detail shop and cleaned at no charge to [redacted] , and also the vehicle was filled with gas, also at no charge [redacted] did contact Ford Motor company, and agreed upon a month refund for his monthly car payment for his inconvenienceHis girlfriend was here in our shop for the under shield repair that was weakened and hanging downThere was a miscommunication between the tech and the service advisor in regards to the type of repair madeWe informed the cust the shield was repaired, when in actuality it was partially removedWe should have been more clear in our communications between the tech and advisors, and then relayed that to the customerWe offered to replace both parts of the shield at no cost to the customer, but he refusedI am not sure what we can do now to assist with any lingering concerns the customer has at this timeI am quite sure we are not able to refund all the money the customer has spent on the vehicle in the form of a [redacted] cardAny additional concessions would come from Ford Motor Company
January 10, 2016Dear *** ***: Please accept this letter and the details it contains as confirmation of resolution of complaint ID ***, Details are as follows: *** *** leased a new *** on August 21, 2015He sent a letter to Revdex.com in January because he took his
*** to another Ford dealership because water was leaking inside.That Dealership upset our customer by telling *** that we sold him a vehicle knowing it had a problem. On January 18, 2016, spoke with ***, and explained that wasn't the caseIn fact the car has a recall for the concern and Ford is willing to fix the car or replace it at no additional charge. *** *** decided to replace the car with another vehicle, and did so at McCafferty Ford, because they already had paperwork initiated. I believe *** *** is satisfied. Thank you for your assistance Sincerely, Stanley S.General Manager
This is acknowledgement that *** *** has been traded out of her car and the matter has been resolvedThank you, B*** @ John Kennedy Ford
Complaint: ***
I am rejecting this response because:While this response details the effort made to resolve the issue, it does not detail the way in which this effort proceededAs Ford worked on my vehicle, I was repeatedly told that it was fixed yet it was notI was also told that replacing the main communication module (PCM) would definitely solve the issue, as it was a worst case scenarioI paid for that replacement and it did not solve the issueIn speaking with management of this dealership I was notified that they considered this repair a "guessing game" in which they would not be sure that they had the problem resolvedMy issue is that I was in no way ever notified that this was in fact a "guessing game" and that I was spending nearly $on something that may not actually fix the problemHad I been aware that this was a "guessing game", I likely would not have spent that money, but I was not given that chanceI find the suggested resolution of trading in my vehicle at this dealership unacceptable as I am not comfortable giving this business any more of my money after being treated this wayI do not feel I can trust this dealership after they essentially played a "guessing game" with my wallet, without making that clear to meAdditionally, the inference that the problem was caused by a faulty installation of a remote start would seem to me to be another guess, as it has been made clear that a root cause was never actually discovered
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
July 11, 2016*** purchased a Ford *** on June 8, On that same day he gave us a check to hold until June 23th, for a downpayment*** also signed a Promissory Note for the above mentioned down payment for $2,154.48.On July 1st, 2016, a week after the promised date we
deposited the check, He tried to contact the Finance Manager Mike D*** to see if we could hold off another week before we deposit his checkMike contacted our controller who holds the checks in his office, by that time it was already deposited earlier on the same day,I offered to pay any of ***'s bank fees in regards to this overdraftHe said that he's coming up to the dealership and we better give him $1000We're not happy that this caused *** any problems, but in no way do we believe we are wrong in this matter,Please let know if you feed any supporting documents.Regards,Stan S. General Manager
We apologize for the delay in respondingA key employee who needed to weigh in on this issue was out for several
days. Attached is the estimate we prepared to replace the PCM. It includes a factory PCM. Also attached is the response we received from Mr ***'s warranty company showing that we requested authorization for a factory PCM and they only authorized $848.47. The warranty company would only authorize hours of diagnosis and replacement even though we spent considerably more time on the vehicle. The $Mr*** refers to is for the replacement of an egr valve. As we now any number of components can cause the check engine light to come on. This repair is not questionable since the current check engine light is related to the PCM We did charge Mr*** $for the Pennsylvania state inspection which has nothing to do with the light The $represents the labor (451.00), parts (674.74) and $in rentalHis warranty company only paid $of the rental charge. We can offer Mr*** a refund of the $he paid out of pocket as a good will gesture. When a factory PCM becomes available he can either contact his warranty company or pay the difference for the OEM part We are sorry Mr *** feels we are not treating his issue correctly. We are trying to repair the vehicle right the first time however we are forced to make compromises based on the mandates of the insurance companyWhen this happens it is never good for anyone We hope Mr*** accepts this proposalOur Service Manager *** Jenet would like the opportunity to discuss this with Mr*** so we can resolve this once and for allSteve can be reached at *** or ***
Just spoke to [redacted] with regards to this, he said he is still working with Subaru of America Customer Service dept., I also spoke with him in regards to this and he acknowledged that we spoke and he doesn't recall me offer him a loaner car which I definitely did , so I offered again. I advised him he should talk with Subaru of America and he insists I should buy his car back which we didn't sell him. I advised him if he feels strongly about it he should consult an attorney and go after Subaru of America. He is asking for us to buy back a car which he no longer owns and he traded into [redacted] Subaru.
We apologized for the situation. Unfortunately, the check that was deposited had a stop payment put on it, not sure how but that is not something we can control. The reason [redacted] contacted the client was because the original check bounced, due to the...
stop payment. Lisa offered to pay for any overdraft charges, to which the client refused. We are not sure where an $1166 refund comes from, but we were and still are happy to pay any bank charges that were incurred due to the situation.
Hi in response to the customer complaint of an ongoing concern with gas cap light coming on first the repair for 1700.00 dollars had no customer complaint of a light on and no repairs charged fo such light. The first time for gas cap light customer requested we replace a part based on another shop...
diagnosis, the second repair attempt dealer absorbed labor and customer paid for part. This last time we spent over 2 hours diag on concern and spoke with ford asked customer to spend some money and they did not want to. Would be more than happy to move forward and when we know what will solve concern work closely on price but the customer has to be ready to spend some money also . Jim M[redacted]Service ManagerJohn Kennedy Ford[redacted] PikeFeasterville, PA 19053
My Name is Jim and I am the Service Manager at John Kennedy Ford. We did have [redacted] vehicle in for service for a major transmission concern. We informed [redacted] at the time he dropped the vehicle off that the vehicle was probably not going to come into the shop for a while due to the...
amount of work we had and the fact that we currently only have 1 transmission technician. Who, unfortunately is dealing with a very serious medical issue with his wife that has caused him to miss work from time to time. We will never rush any repair through the shop, especially one of this magnitude. [redacted] was provided with alternate transportation during the entire repair process at no charge. The repairs did take longer due to the fact that while apart, we found part of the route cause of the transmission concern was a misbuilt transmission case hat over time casued an internal failure to the transmission. We did not PICK the cheapest option to repair [redacted] vehicle. With all the information we presented to Ford Motor Company, their decision was to replace all and only the damaged components in the transmission. Which, by the contract [redacted] signed at time of purchase, their right to do. After all repairs were made, the vehicle was sent to our detail shop and cleaned at no charge to [redacted], and also the vehicle was filled with gas, also at no charge. [redacted] did contact Ford Motor company, and agreed upon a 1 month refund for his monthly car payment for his inconvenience. His girlfriend was here in our shop for the under shield repair that was weakened and hanging down. There was a miscommunication between the tech and the service advisor in regards to the type of repair made. We informed the cust the shield was repaired, when in actuality it was partially removed. We should have been more clear in our communications between the tech and advisors, and then relayed that to the customer. We offered to replace both parts of the shield at no cost to the customer, but he refused. I am not sure what we can do now to assist with any lingering concerns the customer has at this time. I am quite sure we are not able to refund all the money the customer has spent on the vehicle in the form of a [redacted] card. Any additional concessions would come from Ford Motor Company.
09/11/17Greetings,[redacted] did visit our establishment for servicing and when he was here we performed a re-flash of his ECM per Subaru. It was this re-flash that has caused the driving conditions that the customer is concerned about. I have invited [redacted] back into the dealership...
several times so that we can work on the problem he is concerned about. I have offered him a loaner car and was not going to charge him for the diagnostic work. He told me he has taken it to another Subaru dealership and is working with Subaru of America with regards to a re-purchase of his vehicle. Unfortunately there is nothing more I can do for him if he is dealing with Subaru of America as it is a factory issue and not one here at the dealership level. I have also spoken with him and he said that he has no issues with my dealership and understands that we were only installing a factory program to his vehicles computer. He said the only reason he included us in the complaint was because he had to file the claim. Please let me know if you need any further help from me as I am eager to See [redacted] satisfied.Sincerely,Anthony B
We have serviced the 2010 [redacted] with 89,000 on 4 occasions, 5/20/16, 6/15//16, 7/12/16 and on 8/3/16. All the visits were for a very intermittent no starting problem, and when it wouldn't start the theft light would flash quickly. There were no actual diagnostic trouble codes to help lead...
us to a particular component or wiring. The only codes present were communications codes that just tell us that the different modules in the vehicle did not communicate with each other, but not why. On the first visit our technician discovered an aftermarket remote start system. The system was installed by splicing into the main wiring harnesses improperly. Instead of making proper splices they just cut back the insulation from the wire, wrapped the remote start wire around it with electrical tape. This was done in about a dozen places. This caused damage to the harnesses themselves and could have damaged any of the modules. The owner stated that the remote start did not work anyway, so he gave us permission to remove it entirely and repair the splices. After doing so the problem would still intermittently occur and still only had communication codes. The main communication module (the PCM) was then replaced but the same very intermittent concern still happened. We tried replacing the transceiver for the PATS key system but it did not work (the customer was not charged for this part). After inspecting 2 more splices in the main engine harness the car started fine for us for a week. After consulting with the Ford technical hotline and our Ford field service engineer the belief is that one or more wiring harnesses may need to be replaced. During all this time we provided the customer with over 8 hours of labor equal to over $800 and $960 in rental at our expense. We have also offered to trade the Milan in and sell any of our New or Preowned vehicles at cost. Regards,David * M[redacted]General ManagerJohn Kennedy Ford730 Valley Forge Rd.Phoenixville, PA 19460Direct ###-###-####Main ###-###-####Fax ###-###-####[redacted]@kennedyauto.com
From: <[redacted].com>Date: Wed, Oct 12, 2016 at 9:49 AMSubject: Complaint ID [redacted]To: [email protected] complaint was submitted on Oct 6, 2016.I have been in touch with the Kennedy Ford dealership and they have agreed to replace the hub caps. I will pick them up on Oct...
12, 2016.Thanks for your help[redacted]