Armstrong Berning Motors

Complaint: [redacted] I am rejecting this response because:months prior, my brakes were listed as in good condition and not in need of service by the previous owner of Windward Ford, who I bought the [redacted] from Sincerely, [redacted] ***

Dear Revdex.com,I am responding to the above aforementioned complaintWe have made every attempt to rectify this concern with [redacted] ***We have offered to repair the vehicle back to factory specifications or, buy back the car at fair market value prior to her bringing in the car for serviceWe have provided a rental vehicle while waiting over a month to get repair authorization on the vehicle in questionWe informed Mrs [redacted] via email that the rental we provided free of charge two days prior to the rental contract expiration on 05/31/She informed us at the next day mentioning that she was off island and would not be able to meet with us until today 06/05/at 2:00pmOver the weekend she emailed our GSM and postponed the meeting until 06/08/

[redacted] I have not heard a follow up from [redacted] regarding the $for the tint removal on my car I would like to schedule this to be fixed and now not certain how to proceed without confirmation from [redacted] Can you please advise? Previously I have no response from calling them Thank you for your assistance [redacted] Sent from my iPad

Complaint: ***
I am rejecting this response because:If there was a meeting sfor Monday at 2PM I was not informed of it I asked via email on May 31st if we could meet on Monday to work things out no time was ever mentioned The last time that Windward Ford contacted me was on May 30thSuch stated meeting was never confirmed with me I did ask for a meeting sometime Monday but when no response was received I asked repeatedly via emails June 1st, 3rd, 4th and June 6th with no reply from Windward Ford to set up a meeting time and date Thanks to Revdex.com the people at Windward Ford are responding to my requests for a meeting JL*** and myself and hopefully the owner Jay G*** will be in attendance This incident should not be compared to a traffic accident as the Ford service had negligence for failing to perform their work in a workman-like manner, failing to follow the standard of care applicable, failing to properly reinstall driver front wheel, failing to replace lug nuts on driver front wheel, failing to ensure that the lug nuts were installed and tightened to an adequate level of torque, failing to provide quality assurance in connection with the work performed, and for failing to warn Mr*** that they had not installed the wheel or had not properly installed lug nuts or properly replaced the lug nutsI am taking Friday off work to try to find a replacement car for my wrecked C-Max at a meeting at Windward ford at 11AM
Sincerely,
*** ***

After reviewing this above statement and according to their completed repair order and charges it appears the customer was only charged labor for the brake repair and on top of that there was a ohana discount also applied so the labor for the complete brake repair was $693.00, This was
not just a swap parts repair due to excessive rust on the underneath chassis and brake area we did a few hours just cleaning up the rust in order to get the new rotors and calipers to seat correctly, The labor charge in question is correct for a brake inspection, replacing all four rotors, two rear calipers and brakes all four wheels this equals out to labor hours total, brake inspection(free) replace front brakes pads and rotors(2.0) replace rear calipers and bleed system(0.8) and replace rear brakes and rotors(2.0)and(0.5)labor to clean excessive rust for a total of hours labor @ also note parts prices are all factory partsPlease review the charges to see there was additional work requested I.Eoil and filter service, windshield wiper assembly's replacement, brake fluid flush, After reviewing this claim I feel this customer was not over charged and we gave them a good repair plus they also have a month warranty for the work we did at any Ford Dealership thru out the united states at this time there will be no compensation offered

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*** *** *** *** * *** *** *** *** ** *** *** *** ***I apologize for the delay in responding to this complaint Per a prior agreement, we will send a check to Ms*** for $as a gesture of goodwill to offset the replacement cost for window tint on the vehicle purchased from the prior owner of *** *** Since she is unhappy with the quality of the tint that is on this vehicle, it would be best is she find a tinting company that she will be comfortable with and make her own arrangement to have the vehicle re-tinted.She should receive the check in the next few days.Rose R***

Revdex.com:We are quite puzzled by this since complainant picked up the part in question the same day this complaint was filed and did not speak to anyone in our service department about her vehicle.  According to her service history, the last time her vehicle was in our service department was...

on December 2015, which is the last contact they had with her, which is verified by the date in her complaint.  Complainant did order and pay for a mirror on January 25, 2016 through our parts department and a message was left for her on January 29, 2016 to inform her that it was available for pickup.  We did not hear from her until June 29, 2016 and it did take some research to locate the order, but it was eventually found after she told our parts department to look under a different name.  If she had other concerns at that time, it was not brought to anyone's attention.We have undergone a lot of changes the past two years, and experienced growing pains along the way, but we have more certified technicians and seasoned management staff in place today than we did several years ago and they all understand the importance of maintaining customer service at the highest level.  If complainant would like to contact our service manager to discuss her concerns, we would be more than happy to assist her in any way possible.   Sincerely,Rose R[redacted]Controller

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Revdex.com,I am responding to the above aforementioned complaint. We have made every attempt to rectify this concern with [redacted]. We have offered to repair the vehicle back to factory specifications or, buy back the car at fair market value prior to her bringing in the car for service. We have...

provided a rental vehicle while waiting over a month to get repair authorization on the vehicle in question. We informed Mrs. [redacted] via email that the rental we provided free of charge two days prior to the rental contract expiration on 05/31/17. She informed us at the next day mentioning  that she was off island and would not be able to meet with us until today 06/05/17 at 2:00pm. Over the weekend she emailed our GSM and postponed the meeting until 06/08/17.

[redacted]
[redacted]   I have not heard a follow up from [redacted] regarding the $100 for the tint removal on my car.  I would like to schedule this to be fixed and now not certain how to proceed without confirmation from [redacted].  Can you please advise?  Previously I have no response from calling them.  Thank you for your assistance.  [redacted] Sent from my iPad

The above complaint with Windward Ford has been resolved satisfactorily as of 3/16/16. Thank you for your assistance in the matter. [redacted]

Complaint: [redacted]
I am rejecting this response because:6 months prior, my brakes were listed as in good condition and not in need of service by the previous owner of Windward Ford, who I bought the [redacted] from. 
Sincerely,
[redacted]

We have been in contact with Ms. [redacted] several times and agreed to repair the vehicle but she refuses to give us authorization to do so. She wanted a replacement vehicle so we offered to purchase her vehicle at current value and sell her a new one, and she refused that offer as well. Ms. [redacted] is currently in a rental vehicle which expired at the end of last month. She has been in this vehicle since the incident and her vehicle would have been repaired to factory specification by now if she gave us authorization to do so back then. We had an independent body shop check for any frame damage and none was found. She states that she does not want a “wrecked car” but insurance companies pay to repair vehicles that can be repaired. They will not pay for a replacement vehicle just because someone doesn’t “feel safe” so why should this be any different? Ms. [redacted] arranged to meet on Monday, June 6th at 2:00 pm (her request), but cancelled because she states she was off the island. Jay G[redacted] was available by phone for this meeting which did not take place. She ask to meet with Jay L[redacted] because she believes that JR S[redacted] is the “parts guy” but is in fact our Parts & Service Director and is in charge of both the service and parts department. Ms. [redacted] has agreed to a new meeting via email today for Friday, June 9th and 11:00 am

In response to Ms. [redacted] complaint, I do apologize to her, but I've been so busy with deadlines that I just haven't had the chance to get back to her.  [redacted] of Hawaii is under no obligation to pay for the new tint job she is requesting since the vehicle was purchased...

from the prior owner, [redacted]'s [redacted] almost 7 years ago, and they are no longer in business, but insist that we should.  However, I can request assistance from my manager and see if he would be willing to assist Ms. [redacted] and pay for the removal of the tint for $100, as a gesture of goodwill, if she is agreeable.Sincerely,Rose R[redacted]Controller

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am very saddened that my dissatisfaction has lead to filing a complaint.  it is disappointing  when a person makes a promise and does not uphold it.  A phone call would require 0nly 5 minutes.  To me, [redacted] is still [redacted].  THe name is the same. I received my [redacted] recall to go there as well as receive service reminders and offers to go to [redacted]. Now I understand that [redacted] is is too busy to attend to the needs of their customers. 
Sincerely,
[redacted]