Initial Business Response /* (1000, 12, 2016/01/05) */
On 10/12/we towed *** ***'s Lincoln MKT to our shopThe customer's complaint was that they had experienced engine troubles for several days and at this point the vehicle would not startAMT technician diagnosed the vehicle and
stated that the High Pressure Fuel Pump was being supplied with fuel but not building pressure to manufacturers specifications, therefore causing the no start conditionMr*** was very cooperative with AMT as far as to replace the High Pressure Fuel Pump, Mr*** said to do what ever you needed to get the car in running condition because his wife needed the car back as soon as possibleAMT went ahead with the necessary replacement of the pumpThe High Pressure Fuel Pump was the cause of the NO START conditionOnce the initial problem was resolved (no start) the technician made Mr*** aware that there was further repairs needed in order for the vehicle to run properly and to its full potentialAt that point Mr*** did notify AMT that they have a repair insurance and would want the insurance company to pay for any further repairsAMT then hired an ASE Certified Master Technician to diagnose these remaining issues- AT NO EXTRA COST TO MR***The insurance company (Kevin) was very clear that they needed physical proof of any damage done or repairs neededThe insurance company then sent out a private contractor to AMT to verify the diagnosis- AMT's Master Tech performed diagnosis and stated damaged injectors (leaking) and low compression on cylinder #AMT made an estimate for re manufacturing the cylinders and replacing the two injectorsThe insurance company stated they would not authorize the repairs until the engine was disassembled and could physically see the damageInsurance company said the a compression test was not sufficient proof of the exact damaged partAt this point the insurance company stated that they would not pay any diagnostic fees, only repair costsIn order to continue any further with diagnostics AMT requires approval and agreement to pay for the hours of labor it required to disassemble the engineMr*** declined any further costsOn 11/6/Mr*** stated he would take the Lincoln to the dealership for further repairsAll parties were in agreement with that motionWhen Mr*** returned later that night (after business hours) trying to retrieve his vehicle, he and Mrs*** refused to pay for the original repairs and initial tow billAgain after hours (8:30PM) Mrand Mrs*** were both very disrespectful to AMT employees and refused to leaveAMT had no other option but to call the authorities*** Police arrived and reassured Mrand Mrs*** that theft of services were potentially in effect and to either pay for the approved and completed repairs or leave the vehicle in AMT's possessionAgain, Mrand Mrs*** were very disrespectful to both AMT employees and the *** Police DepartmentMr*** paid the outstanding bill of $for the initial tow and the necessary repairs that were approved to get the vehicle startedAfter payment was made Mr*** took their vehicle::
Initial Consumer Rebuttal /* (3000, 14, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The main issue has been avoided by AMT's responseWhen we took the key fob into them on 10/12/15, we told them that the car had an extended warranty with AdvantageWe asked them AT THAT TIME if they had ever worked with them and could they work with themThey assured us that they have and *** take care of contacting themAll they said they needed was the policy numberWe returned home that day and pulled the info from our files and returned to their shop, even before our car was towed in, and gave them the copy of the policy that included the contact number for the warranty company as well as the policy numberThey said they would take care of it
THE ISSUE AT HAND.....Had they contacted the warranty company when they SAID they would, all of the repairs should have been under warrantySo they outright lied to us then, and in this report now
The warranty company was NOT contacted by them UNTIL 11/4/The warranty company has told us that they record all phone callsIf need be, we can retrieve this info for them to prove that AMT is at fault
What alerted us that they were shamming us was that they said they had a hour job that we would need to agree to pay for up frontThat is when I said NO
At this point, we realized that they were lying to us, we told them that we were going to have it towed to the dealership to get repairedThis was the afternoon of 11/6/I told the owners son that I would be back with a tow truck before they closed at I asked them specifically to not work on the car anymore and to remove it from the garage bayAt this point we did not trust themI returned at 4:that afternoon to meet a tow truckThe shop was closedThe car was in the bayI had to call the tow truck and cancelThat evening as we went by to go to dinner, we noticed the son there working on a truckThe bay where our car was at had the garage door openWe stopped in and told the owners son that we wanted the car pulled out of the bayHe said not without paying for itWe told him that we wanted the records that he should have made that would indicate communication with the warranty company in order for us to pay our ***Everything he had done to the car should have been covered by the warrantyHe motioned for us to leaveWe told him we were not leaving as long as the car was locked in his garageWe did not trust that he would not do more unauthorized work to it over the weekend and then hold our car for hostage for even more moneyHe went out to call the police as my wife did as wellWe were very civilBy the time the police arrived, we were escorted by the son into the office and he was printing off an invoiceWhen the officers arrived, the only upsetting issue was that the owners son would not acknowledge that he had any documentation with the warranty company at allHe would not even look us in the eyeALL we wanted in addition to them NOT working on our vehicle any longer was for them to provide us with their notes about communications with the warranty companyThen we could better determine who was at faultThis certainly would have been beneficial to them, IF they were not at fault! But no, they ignored our pleasThere was no shouting or arguingJust AMT personel avoiding eye contact and not responding to our questions about the warranty recordsWe KNEW they had one document, the warranty policy that we handed them on 10/12, yet they did not even return thatWe told the officer that it was not our intent to take the car without payingIt WAS our intent to PREVENT them from shamming us furtherTHAT is why my wife called the policeWe were fully aware that the car had sat out in their lot all this time but yet this weekend when they are wanting to rack up the labor costs, it is locked up tight in their garageWe felt VERY MUCH taken advantage ofWe are well aware that an invoice has to be paid to release the vehicleWe did tell the officers that we intend on taking this to court if need be to get reimbursed by the swindling that was done by AMT
Once we paid for the car, the officers helped the owners son push the car out of the bayWe made sure it was locked up and we took the keys with us
The next morning we met a tow truck there and had it taken to the dealershipThe dealership had it repaired and back in our hands in a weekAMT had it in their possession from 10/to 11/without accomplishing anythingOur only cost there was the $deductibleWe should have taken it there in the first placeThey even said that the pump was not even the problemThey certainly did not need to do hours of labor to determine the causeThe total cost to the warranty company for the repairs at the dealership was $
Initial Business Response /* (1000, 12, 2016/01/05) */
On 10/12/we towed *** ***'s Lincoln MKT to our shopThe customer's complaint was that they had experienced engine troubles for several days and at this point the vehicle would not startAMT technician diagnosed the vehicle and
stated that the High Pressure Fuel Pump was being supplied with fuel but not building pressure to manufacturers specifications, therefore causing the no start conditionMr*** was very cooperative with AMT as far as to replace the High Pressure Fuel Pump, Mr*** said to do what ever you needed to get the car in running condition because his wife needed the car back as soon as possibleAMT went ahead with the necessary replacement of the pumpThe High Pressure Fuel Pump was the cause of the NO START conditionOnce the initial problem was resolved (no start) the technician made Mr*** aware that there was further repairs needed in order for the vehicle to run properly and to its full potentialAt that point Mr*** did notify AMT that they have a repair insurance and would want the insurance company to pay for any further repairsAMT then hired an ASE Certified Master Technician to diagnose these remaining issues- AT NO EXTRA COST TO MR***The insurance company (Kevin) was very clear that they needed physical proof of any damage done or repairs neededThe insurance company then sent out a private contractor to AMT to verify the diagnosis- AMT's Master Tech performed diagnosis and stated damaged injectors (leaking) and low compression on cylinder #AMT made an estimate for re manufacturing the cylinders and replacing the two injectorsThe insurance company stated they would not authorize the repairs until the engine was disassembled and could physically see the damageInsurance company said the a compression test was not sufficient proof of the exact damaged partAt this point the insurance company stated that they would not pay any diagnostic fees, only repair costsIn order to continue any further with diagnostics AMT requires approval and agreement to pay for the hours of labor it required to disassemble the engineMr*** declined any further costsOn 11/6/Mr*** stated he would take the Lincoln to the dealership for further repairsAll parties were in agreement with that motionWhen Mr*** returned later that night (after business hours) trying to retrieve his vehicle, he and Mrs*** refused to pay for the original repairs and initial tow billAgain after hours (8:30PM) Mrand Mrs*** were both very disrespectful to AMT employees and refused to leaveAMT had no other option but to call the authorities*** Police arrived and reassured Mrand Mrs*** that theft of services were potentially in effect and to either pay for the approved and completed repairs or leave the vehicle in AMT's possessionAgain, Mrand Mrs*** were very disrespectful to both AMT employees and the *** Police DepartmentMr*** paid the outstanding bill of $for the initial tow and the necessary repairs that were approved to get the vehicle startedAfter payment was made Mr*** took their vehicle::
Initial Consumer Rebuttal /* (3000, 14, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The main issue has been avoided by AMT's responseWhen we took the key fob into them on 10/12/15, we told them that the car had an extended warranty with AdvantageWe asked them AT THAT TIME if they had ever worked with them and could they work with themThey assured us that they have and *** take care of contacting themAll they said they needed was the policy numberWe returned home that day and pulled the info from our files and returned to their shop, even before our car was towed in, and gave them the copy of the policy that included the contact number for the warranty company as well as the policy numberThey said they would take care of it
THE ISSUE AT HAND.....Had they contacted the warranty company when they SAID they would, all of the repairs should have been under warrantySo they outright lied to us then, and in this report now
The warranty company was NOT contacted by them UNTIL 11/4/The warranty company has told us that they record all phone callsIf need be, we can retrieve this info for them to prove that AMT is at fault
What alerted us that they were shamming us was that they said they had a hour job that we would need to agree to pay for up frontThat is when I said NO
At this point, we realized that they were lying to us, we told them that we were going to have it towed to the dealership to get repairedThis was the afternoon of 11/6/I told the owners son that I would be back with a tow truck before they closed at I asked them specifically to not work on the car anymore and to remove it from the garage bayAt this point we did not trust themI returned at 4:that afternoon to meet a tow truckThe shop was closedThe car was in the bayI had to call the tow truck and cancelThat evening as we went by to go to dinner, we noticed the son there working on a truckThe bay where our car was at had the garage door openWe stopped in and told the owners son that we wanted the car pulled out of the bayHe said not without paying for itWe told him that we wanted the records that he should have made that would indicate communication with the warranty company in order for us to pay our ***Everything he had done to the car should have been covered by the warrantyHe motioned for us to leaveWe told him we were not leaving as long as the car was locked in his garageWe did not trust that he would not do more unauthorized work to it over the weekend and then hold our car for hostage for even more moneyHe went out to call the police as my wife did as wellWe were very civilBy the time the police arrived, we were escorted by the son into the office and he was printing off an invoiceWhen the officers arrived, the only upsetting issue was that the owners son would not acknowledge that he had any documentation with the warranty company at allHe would not even look us in the eyeALL we wanted in addition to them NOT working on our vehicle any longer was for them to provide us with their notes about communications with the warranty companyThen we could better determine who was at faultThis certainly would have been beneficial to them, IF they were not at fault! But no, they ignored our pleasThere was no shouting or arguingJust AMT personel avoiding eye contact and not responding to our questions about the warranty recordsWe KNEW they had one document, the warranty policy that we handed them on 10/12, yet they did not even return thatWe told the officer that it was not our intent to take the car without payingIt WAS our intent to PREVENT them from shamming us furtherTHAT is why my wife called the policeWe were fully aware that the car had sat out in their lot all this time but yet this weekend when they are wanting to rack up the labor costs, it is locked up tight in their garageWe felt VERY MUCH taken advantage ofWe are well aware that an invoice has to be paid to release the vehicleWe did tell the officers that we intend on taking this to court if need be to get reimbursed by the swindling that was done by AMT
Once we paid for the car, the officers helped the owners son push the car out of the bayWe made sure it was locked up and we took the keys with us
The next morning we met a tow truck there and had it taken to the dealershipThe dealership had it repaired and back in our hands in a weekAMT had it in their possession from 10/to 11/without accomplishing anythingOur only cost there was the $deductibleWe should have taken it there in the first placeThey even said that the pump was not even the problemThey certainly did not need to do hours of labor to determine the causeThe total cost to the warranty company for the repairs at the dealership was $