Anderson Ford of Kingman

In reviewing the complaint filed by [redacted] , we have reviewed the service Repair Order written by Colorado River Ford, as well as the Repair Order [redacted] provided us from [redacted] Ford in [redacted] ***.We have researched this customers' concern again and determined that the repairs done at Colorado River Ford were done correctly and guided by the Ford TSB 09-8-(see attached TSB)[redacted] alleges that Colorado River Ford did not clean the engine good enough; therefore, causing the EGR valve to failOn occasion these valves do failTeam Ford should have simply replaced the EGR valve only since that was the issueThere was absolutely no reason to flush the cooling system since that was not the issueWhen the vehicle was at Colorado River Ford oil was never present In the cooling system, Replacement of the thermostat was also not necessaryIf the original work had been done elsewhere and [redacted] then came to us, we would have only replaced the EGR valve and not taken advantage of this customer,While researching this complaint today we did find Ford TSB 09·18·Oil Cooler Failure when there is a oil in coolant concernIt also referred to TSB 08·23-for oil in coolants, However as previously stated, when this vehicle was in our service department there was never any oil present in the cooling system.Customer service is our number one priority and we take pride in providing excellent service to our customers.In conclusion, Colorado River Ford did the specified repairs correctly we will not be reimbursing *** [redacted] for any repairs

In speaking with the Service Manager and General Manager, they have once again stated they stand by their original decision and will not be reimbursing any monies

Anderson Ford would like to thank MrsF [redacted] for bringing this matter to our attention and we wish to apologize for any inconvenience this may have caused herMrs F [redacted] was able to meet with MrG***, the new General Manager for Anderson FordEven though it was MrG [redacted] very first day at the dealership, he became involved in attempting to help MrsF*Unfortunately he had not met many of the staff yet, and was simply trying to fully hear MrsF [redacted] concerns so that he could begin to learn what had happened and address how to best resolve the issueAgain, we're sorry for any inconvenience this caused MrsF [redacted] as he certainly did not intend to have her feel like he was talking in circles or that she was at fault for anything that had happenedWe value all of our customers very much and always strive to learn the facts and do the right thing when issues ariseMrGa [redacted] began to review the situation and formulate a plan to resolve the matterHe obtained copies of all documents and is currently looking into all of the concerns presented by MrsFaustMrGa [redacted] immediately began to resolve the issue of getting Ford Motor Company to accept the original of 0%, which he was able to negotiate successfullyMrsF [redacted] is now enjoying the 0% interest loan she wanted and at the term that she was comfortable withMrGa [redacted] also offered to make the next two payments on the Ford Motor Coloan on her behalf as a measure of good will and she accepted the offerMrGa [redacted] is a seasoned professional with an impeccable resume and is well equipped to investigate all aspects of this transaction, and learn all of the facts surrounding Mrs Faust's purchaseMrGa [redacted] has pledged to thoroughly inspect all documentation and take the appropriate actions needed, based on is discoveriesOnce again, we wish to thank MrsF [redacted] for her bringing this to our attentionThank youScott R T***

Revdex.com:
I have reviewed the response 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
I feel Colorado River Ford should at the lest reimburse me for the part & labor cost to replace the ERG valve the second time.Thank you for your help
Regards,
*** ***

I faxed our response over to you on September 30th and have the verification that it went thru. I will refax this morning
*** ***Customer Care Manager

Revdex.com:
I have reviewed the response 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
I tried to write out a detailed reason on the Revdex.com website, but it would not save or submit my data Don't know why. Anyway, I am dissatisfied with the dealership's response that my original transmission was burned up When I went to pick up my car, I was shown all of the parts replaced except the transmission My old transmission had fluid in it which would prevent it from being burnt out They said they were refurbishing the old transmission for a core (A burnt transmission would not qualify for refurbishment). Secondly, my transfer case was put back together incorrectly by the service tech I have another transfer case ordered from E-Bay and will use it to diagnose the problem that the one repaired is not able to disengage the electromagnetic clutch and 4-Wheel drive. Colorado River Ford said they added gas to my vehicle--which I found to be not true when I picked up my car on both occasions I'm not worried about that though. I am considering on taking this to small claims court in Kingman, AZ After Ford replaced my transmission with a used one with 98,miles, the original problem remains with the car shuddering at rare times Unable to figure out what is causing it because I don't get a check engine light code from the vehicle I sent the service manager *** Boss two e-mails and have not received a response yet These e-mails are below.Thanks,*** ** ***
*** * *** **
*** ** ***
*** ***
to bboss*** I’m guessing by now, you have verified my complaints with my Explorer… If not, I’m very concerned. Anyway, I was wondering if my torque converter was actually replaced Jason White told me that the new transmission (with 98,miles) “should” come with a new converter You could ask Julio and see if he remembers Just a thought--as I believe that it is a failing component and not a wiring issue (Again, I could be wrong) Trust me, I am trying to come up with solutions along-side you I have been researching online and talking to other Ford service techs Aside from the PCM, I am running out of ideas; could be a not so obvious part that we’re all overlooking. Thanks for helping me out,*** ** ***
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Reply Forward*** ** *** Sep 27to bboss***, After picking up the car and driving it home yesterday, the same issues remain The engine/transmission is shuddering in the mountains It is still locked in 4-wheel drive Today, I have jacked up the car while it is off (not running) and tried to turn a front wheel, and found that they are locked This is not for the Eddie Bauer Explorer, which I will verify at a local ford dealership along with the troubleshooting of the shuddering. There was no gas added to the tank when I picked it up Not worried about that, but I do believe that only one person drove it instead of you and Jason Very disappointed with you Customers wouldn’t buy the car like it is (new) if the supposedly AWD is causing annoying winding sounds when making turns. Trust me, I am doing my homework on this model car and will be ready to challenge you on this AWD issue I’ve had this car for years and am very intimate with it, replacing 40% of the vehicle myself--in my garage So, don’t treat me like a fool… You will be held responsible for the proper repair of the transfer case, even it requires me to get a lawyer to go after you I have the evidence in my garage and will soon have proof that this is not by verifying it with another Ford repair shop. To cut this message short, Julio needed to take the case apart and put it back together correctly *** ** *** * *** **Buckeye, AZ 85326*** ***
Regards,
*** ***

I have spoken with my service manager, *** *** who spoke with this customer on Friday August 21st, 2015. Mr*** is picking up the vehicle and having it brought to the *** service department to see what the issue is.*** ***Customer Care Manager

In reviewing the complaint filed by [redacted], we have reviewed the service Repair Order written by Colorado River Ford, as well as the Repair Order [redacted] provided us from [redacted] Ford in [redacted].We have researched this customers' concern again and determined that the...

repairs done at Colorado River Ford were done correctly and guided by the Ford TSB 09-8-03 (see attached TSB).[redacted] alleges that Colorado River Ford did not clean the engine good enough; therefore, causing the EGR valve to fail. On occasion these valves do fail. Team Ford should have simply replaced the EGR valve only since that was the issue. There was absolutely no reason to flush the cooling system since that was not the issue. When the vehicle was at Colorado River Ford oil was never present In the cooling system, Replacement of the thermostat was also not necessary. If the original work had been done elsewhere and [redacted] then came to us, we would have only replaced the EGR valve and not taken advantage of this customer,While researching this complaint today we did find Ford TSB 09·18·12 Oil Cooler Failure when there is a oil in coolant concern. It also referred to TSB 08·23-1 for oil in coolants, However as previously stated, when this vehicle was in our service department there was never any oil present in the cooling system.Customer service is our number one priority and we take pride in providing excellent service to our customers.In conclusion, Colorado River Ford did the specified repairs correctly we will not be reimbursing [redacted] for any repairs.

In speaking with the  Service Manager and General Manager, they have once again stated they stand by their original decision and will not be reimbursing any monies.

I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Anderson Ford would like to thank Mrs. F[redacted] for bringing this matter to our attention and we wish to apologize for any inconvenience this may have caused her. Mrs F[redacted] was able to meet with Mr. G[redacted], the new General Manager for Anderson Ford. Even though it was Mr. G[redacted] very first day at the...

dealership, he became involved in attempting to help Mrs. F[redacted]. Unfortunately he had not met many of the staff yet, and was simply trying to fully hear Mrs. F[redacted] concerns so that he could begin to learn what had happened and address how to best resolve the issue. Again, we're sorry for any inconvenience this caused Mrs. F[redacted] as he certainly did not intend to have her feel like he was talking in circles or that she was at fault for anything that had happened. We value all of our customers very much and always strive to learn the facts and do the right thing when issues arise. Mr. Ga[redacted] began to review the situation and formulate a plan to resolve the matter. He obtained copies of all documents and is currently looking into all of the concerns presented by Mrs. Faust. Mr. Ga[redacted] immediately began to resolve the issue of getting Ford Motor Company to accept the original of 0%, which he was able to negotiate successfully. Mrs. F[redacted] is now enjoying the 0% interest loan she wanted and at the term that she was comfortable with. Mr. Ga[redacted] also offered to make the next two payments on the Ford Motor Co. loan on her behalf as a measure of good will and she accepted the offer. Mr. Ga[redacted] is a seasoned professional with an impeccable resume and is well equipped to investigate all aspects of this transaction, and learn all of the facts surrounding Mrs Faust's purchase. Mr. Ga[redacted] has pledged to thoroughly inspect all documentation and take the appropriate actions needed, based on is discoveries. Once again, we wish to thank Mrs. F[redacted] for her bringing this to our attention. Thank you. Scott R T[redacted]