I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
with my complaint, when I was first told I need a
water pump and thermstat, I have the paper work, no where does it say anything about water pump was leakingthey are lying, the first I heard of it having a leak was today, and they do no have my old water pump they took out Please check into this I will be glad to send you copies of my records Thank you*** ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The 2008 Ford Edge in question has 109,740 miles on it currently. It was originally brought to our service department on February 1, 2017 with 104,704 miles for an over heating complaint. We diagnosed the problem on that date as needing a water pump because it was leaking coolan. Customer declined the water pump repair in February. Between the February visit and a return visit to the dealership on 6/19/17, customer stated she had several after-market thermostats installed by someone else. The diagnoses on the 6/19/17 visit was again to replace the water pump as it was leaking coolant. We replaced the defective water pump. Customer left with the vehicle and on the way home car continued to over heat. Upon her return we, at no charge to the customer for the part or labor, installed a Ford thermostat just to make sure the after-market one was not an issue. Customer picked up the vehicle and returned saying the vehicle was still overheating. At this point we determined the vehicle needed cylinder head gaskets or had a cracked cylinder. We believe this issue occurred because the customer declined to replace the water pump in February, continued to drive the vehicle while it was leaking coolant which caused the engine to get too hot. All diagnosis and repairs have been performed by a Master Certified Ford technician with over 25 years experience.
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
with my complaint, when I was first told I need a
water pump and thermstat, I have the paper work, no where does it say anything about water pump was leakingthey are lying, the first I heard of it having a leak was today, and they do no have my old water pump they took out Please check into this I will be glad to send you copies of my records Thank you*** ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The 2008 Ford Edge in question has 109,740 miles on it currently. It was originally brought to our service department on February 1, 2017 with 104,704 miles for an over heating complaint. We diagnosed the problem on that date as needing a water pump because it was leaking coolan. Customer declined the water pump repair in February. Between the February visit and a return visit to the dealership on 6/19/17, customer stated she had several after-market thermostats installed by someone else. The diagnoses on the 6/19/17 visit was again to replace the water pump as it was leaking coolant. We replaced the defective water pump. Customer left with the vehicle and on the way home car continued to over heat. Upon her return we, at no charge to the customer for the part or labor, installed a Ford thermostat just to make sure the after-market one was not an issue. Customer picked up the vehicle and returned saying the vehicle was still overheating. At this point we determined the vehicle needed cylinder head gaskets or had a cracked cylinder. We believe this issue occurred because the customer declined to replace the water pump in February, continued to drive the vehicle while it was leaking coolant which caused the engine to get too hot. All diagnosis and repairs have been performed by a Master Certified Ford technician with over 25 years experience.