Berge Ford

Initial Business Response /* (1000, 8, 2014/07/28) */
The customer has completed the paperwork and taken delivery of a new car. The matter is resolved.
Initial Consumer Rebuttal /* (3000, 10, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I...

did receive a new car. However I was forced to trade my new car in for $10,000 less than what I purchased it for. Their response for the $10,000 deficit in price was the engine is blown and I can't sell the car as a new car. I'm losing money in this deal
Final Business Response /* (4000, 14, 2014/08/26) */
We are sorry if the customer is unhappy, but we did the best we could. The manufacturer, not the dealer, provides the warranty on the vehicle. The manufacturer offered limited trade-in assistance which covered most, but not all, of the depreciation. The customer could have had the original vehicle repaired and pursued a claim against the manufacturer, but chose to accept the trade-in.

Berge Ford continues to deny responsibility for the damages described in Mr. [redacted]’ complaint.  Again, after careful review of our surveillance recording and our investigation, we are most certain the damage did not occur at our facility or on the test drive. I would like to address the pre-write not listing the damage on the vehicle.  We are not required by state law to have such a form; it is used for our benefit to get the customers information and list their concerns.  As Mr. [redacted] has stated, it was a very busy hectic day the day he arrived at Berge Ford and his wait was longer than it should have been.  When the Service Advisor approached Mr. [redacted], the Service Advisor was more concerned with getting his concerns and repairs written up so Mr. [redacted] could be on his way.  In addition, the Service Advisor, [redacted], pointed out a paint rub mark behind the driver’s side of the cab.  Mr. [redacted] stated that it has been rubbing and might have been caused on a hunting trip.  Even with this information revealed, we will still entertain discussing this situation with Mr. [redacted]’ insurance company’s inspector and we will cooperate in providing our videos and access to our repair facility.It must be noted that Mr. [redacted] has informed us and has posted to at least three websites that he intends to seek civil and criminal charges against Berge Ford and our employees.  It is our policy that when we are threatened to be sued, we stop communicating with the individual.  If or when Mr. [redacted] hires legal assistance and we are served with the proper legal documents, we will turn this matter over to our attorneys.  Based on Mr. [redacted] statements posted for the public to view, we believe his “threat” to sue is his desire; therefore, we are immediately halting all direct communication with Mr. [redacted].

I have reviewed the response 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.My vehicle was not serviced by a "friend" but was serviced by a professional mechanic shop. The mechanic shop determined the issue or problem with the air conditioning was a Ford part, expansion valve, that was only available by a Ford Dealer Service Department. The professional mechanic shop had checked to confirm, with die, that there were no leaks or issues with the compressor and warned me that if there were any efforts to sell me a compressor to know that it was not true. 
When Berge Ford's service adviser called he informed me that there was a hairline crack in my compressor that had to be replaced as well as the expansion valve. I told him I would be coming and picking up my vehicle. I left my home with a ride to pick up my vehicle. On the way I had my cell phone on speaker and she was able to witness the conversation that then came from the service adviser as we drove to Berge Ford. The adviser told me that it would be at least 45 minutes for them to put my vehicle back together and ready for me to take from the dealership. I was close to the dealership so informed the service representative I would be there waiting. The individual that drove me stayed to wait with me to make sure that no further efforts to play games with my vehicle would be attempted, therefore she is able to verify the long over 45 minutes I had been told it would take, that I had to wait for my vehicle to be brought out of the garage area, after I arrived to pick it up.
I left Berge Ford service and took my vehicle to another Dealership. I told them that I needed an expansion valve for my air conditioner replaced. I then received a call from this Dealership that told me that they had confirmed that I needed an expansion valve, but that somehow I had a seal that had been broken on my compressor. I asked if there was a hairline crack in my compressor and they said no, there was no cracks of any kind, but that the compressor, somehow had been damaged. I then told them that I had the vehicle to another mechanic to replace only the expansion valve and that they had then called and said I had a hair line crack and needed a new compressor. This second Dealership reps then said, "those bs damaged your compressor." I then told them it was a dealership and they went quiet. After talking to the owner and he looked at the situation, he agreed to allow his mechanic to be submit to a deposition or written statement as to the intentional damages to my compressor. I have the second Dealership as well as the original professional mechanics shop that have committed to me to go on the record to let it be known what has occurred at the hands of Berge Ford Service Department.    
I am a former employee of [redacted] Ford and I know the pressure that is put on service reps and mechanics for the monies to be made from the jobs available. There is an unwritten rule and practice of how to increase the cost of service tickets. If the cost for the damages to my compressor are not addressed by Berg Ford through this effort I will have no choice but to take the issue to [redacted] - On Your Side, and/or the [redacted] Office Consumer Complaint Division (where I am a former employee). I will not be a victim of this business practice or the lie response that has been provided to the Revdex.com. 

Regards,

After our initial discussion with the customer about the damage, Berge had spent the next several days conducting a very comprehensive internal investigation into the matter. After this investigation was concluded, it is our opinion that the damage in question did not occur while...

the vehicle was in our care, control, and possession. We did encourage the customer to contact his insurance company and initialize a claim, and we would cooperate with and participate in any insurance company investigation.

While looking at new trucks at Berge Ford, the salesman took the key to my trade in vehicle. After not reaching a deal with Berge, I asked for my key to leave. After 30 minutes I was told that they had lost my key. After 1.5 hours I finally had to call the police. The police wasn't able to do anything because they said they were going to call a locksmith. After 3 hours, I am still sitting in the waiting area. I think I would feel better if there was any kind of apology. Not one person has told me they are sorry.

This is my response to the AG's office. Let me know if you didn't get the attachment.
Jim
To:          Office of

the A[redacted]

[redacted]Complaint:          [redacted]Dear Sir or MadamThe following is Berge Ford’s

response to this complaint. I will demonstrate that Berge Ford did not remove

the tensioner bolt.  Also the same will

prove my statement to Mrs.  [redacted] was

correct that we did not remove the Tensioner or bolt.First I want to clear up some

incorrect statements by the [redacted]The term “Engine” is used several

times incorrectly; we did not remove or repair the “Engine”. The Engine has

several components both individual and assemblies. The Cylinder Head is an

assembly that attaches on the top of the Engine Block. It contains cam-shafts,

valves, springs and various other items.The [redacted] make a statement

referencing another Ford Dealer: “We were told by Mark that to get into the

engine to replace  “cylinders” and “heads”

that the tensioner belt and bolt had to be removed to access the inside of the

engine”. The statement is correct except for the removal of the tensioner bolt

statement which I will answer below. This statement does not apply to this

repair. We did not replace “cylinders” only the “Cylinder Head” as required because

of consequential damage caused by components in the recall. I’ve attached the

Ford Dealer Repair process (Ford # 301-01A-Timing Belt) from the Ford Shop

manual.This guide is for removal and re-installation of the Timing

Belt. Under “Removal”( under the list of special tools required)

operations 27-30.Under “installation” (after operation #30) operation #3 shows

the Pin to hold the Tensioner. It clearly shows a process to remove and re-install the belt

WITHOUT REMOVING THE TENSIONER. Berge Ford feels badly that the [redacted] had this occur

however we take no responsibility for the failure.Best Regards,Jim C[redacted]General Manager Berge Ford

I have reviewed the response 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.Yes I was offered to program new PCM with additional charge new Pcm programed and have same issue new diagnostics performed needing new transmission vehicle in the shop right now getting new transmission installed  i will provide all the paperwork showing PCM is in good working condition with no problems or issue it is transmission  what was wrongRegards,[redacted]

On 6/2/2015, customer [redacted] had his vehicle towed to Berge

Ford to have a “hard start concern” addressed. At the time of service write-up,

the Berge service advisor also noted that a Ford Motor Company Recall 13S12

(Risk of Localized Overheating of Engine Cylinder Head), along with three...

other

“open” recalls were discovered, which were performed during this service

visit.  The technician inspected the vehicle and determined that the hard

start concern was related to Recall 13S12. The engine cylinder head was

replaced, along with other necessary gaskets and parts outlined in the recall.

The customer also had an exhaust heat shield replaced during this visit, which

they paid for. The vehicle was completed, road tested, and released back to the

customer on 7/2/2015. During the month of August we received a phone call from

the customer asking us to pay for damages that they claim we caused to their

engine relating to our repair. We contacted the dealer in Missouri which claims

a tensioner bolt broke and had caused internal engine damage. The dealer also

indicated that there were no markings on the bolt, which would indicate that it

was not tampered with or removed by us. After we conducted an internal review

of the matter (which included workshop manual review and a discussion with the

repairing technician) we concluded that we did not remove the bolt in question,

and therefore, were not responsible for the subsequent engine damage. We did

advise the customer, who claims that the vehicle was overheating for an

extended period of time on and off before coming to Berge, to contact Ford

Motor Company for  “after warranty” consideration/assistance. Based on the

customer’s comments, the vehicle had severe concerns and was to several repair

facilities before coming to Berge for repair.

Customer [redacted] made us aware of a potential transmission concern while she was on a trip. She towed the vehicle back to Mesa herself and took it to an independent transmission shop. She contacted us because she felt that we installed the wrong oil in the transmission when we serviced the...

vehicle in late June. We had the vehicle towed to Berge Ford at our expense for evaluation. Upon inspection, the transmission had an internal mechanical failure, and the failure was not related to the quality or type of oil. This vehicle is out of any manufacturer’s warranty (104,306 miles), however, strictly as a matter of goodwill, Berge was able to provide repair assistance with Ford Motor Company’s help. Berge located a transmission assembly out of state, and had it shipped here. Berge replaced the transmission assembly, and the vehicle was delivered back to the customer on July 17th. The customer was not charged for any of the repair costs.

A few months ago I purchased my Ford Fusion from Berge Ford. I am in here for service right now, and was reminded about how great these guys are. My Salesman saw me and remembered who I was. It's a great feeling. They promote that they are a family dealership, and without a doubt, I feel great about purchasing my vehicle here, and just as great getting it serviced here. Glad to see they maintain their A+ Rating with Revdex.com!

Per the Ford mechanic at [redacted] who replaced the engine, two independent mechanics and the manual describing how to access the engine to replace the heads and cylinders, the bolt holding the tensioner had to be removed and then replaced to complete the work that Berge Ford did. We believe that if Berge Ford completed the work that they documented then they had to have touched the bolt that failed. If they contend that they did not touch the bolt then that indicates that their mechanics did not follow the standard recommended guidelines to complete the work which indicates that they are not providing recognized standards of service. We would ask that Berge Ford provide the manual showing the step by step instructions that they used to access the engine that did not involve removing the bolt in question. Three other mechanics would be interested in reviewing this information because they say it is not possible. The mechanic at [redacted] showed us the bolt and it was destroyed. There was no way to be able to identify any tool marks because the bolt was sheared off and part of it was missing. Since the bolt was destroyed then Berge Ford cannot use it as their "evidence" that they did not touch the bolt. We continue to believe that the action of Berge Ford contributed to the total failure of our vehicle's engine. It is not logical that a 2 year old car that had routine oil changes and maintenance would have a catastrophic failure of an engine. The logical conclusion is that the work completed on the engine by Berge Ford contributed to this failure that then led to the complete failure requiring the engine to be replaced.

The customer’s vehicle was in service on 5/22/1014. The customer had his vehicle previously at another shop and was told the AC compressor was leaking.  Berge Ford’s diagnosis determined that the AC manifold hose was leaking and the customer authorized replacement. The repair was...

completed and the vehicle was picked up that afternoon. 

It should be noted that all repair work was performed under the hood of the vehicle. The technician only sat in the driver’s seat to operate the vehicle and check the AC. The technician noted that there were papers in the passenger seat. 

The customer returned the next day and stated Berge Ford damaged their passenger front seat cover. There was a small 1-2 inch / 90 degree tear in the passenger front seat bottom cushion and the upholstery was extremely brittle from age. 

Berge Ford determined the tear was not caused by us but we offered to find a repair company who would mend the tear as a customer goodwill gesture. No company would attempt the repair because of the brittle condition of the seat cushion. Berge Ford offered the customer 2 free oil changes in lieu of repair, again as customer goodwill gesture, since the upholstery in this vehicle could not be fixed.

Berge Ford did not and does not accept responsibility for the upholstery tear, but we offered consideration to repair it only as customer goodwill gesture.

I have reviewed the response 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.I do not believe that a "thorough" investigation was completed due to the surveillance video footage not being reviewed nor was I provided with any details regarding the road test that was performed. Also, as can be found in the attached "Service Estimate" Berge Ford would not accept responsibility that the Service Adviser, by declining to note any damage to me vehicle, agreed that I did not bring in my pick-up with the damage to the body/rack/tool box.

Regards,

Customer [redacted] brought her vehicle (2009 Ford Escape

145,064 miles) to Berge Ford on 8/14/2015 and indicated that she had a concern

with her air conditioning. The...

customer indicated that a family friend added

Freon and system dye (suspecting a leak) and then brought the vehicle to Berge.

Our technician performed an initial visual inspection of the

system and also checked the system for freon charge status and pressures. The

technician determined that the a/c system was low on Freon (approx.10oz) verifying

the customer’s suspicion of a leak. Additionally, he determined during his

visual inspection that the a/c compressor had one leak coming from the front

cover behind the compressor clutch (leaking freon) and possibly a second leak

coming from the rear of the compressor (leaking compressor oil). At this point,

the technician was unable to determine any more concerns with the system until

the a/c compressor concern was addressed. He recommended the compressor

replacement based on the visual inspection. The customer declined the repairs

and indicated she would pick up the vehicle. At no time was the compressor

removed, as a visual inspection of the system and pressure readings were all

that was performed. The customer was charged an inspection fee of $99.99 for

the inspection performed and she picked the vehicle up from us.

The customer called us on 8/17/2015 and indicated that she

took the vehicle to another shop and they said we damaged the compressor, and

the customer wants Berge to pay for all the repairs, rental vehicle, etc. We

did indicate that we are not liable for her a/c system operation and subsequent

repair costs, as we only performed an inspection. Strictly as a matter of

customer goodwill, we did issue a refund to her of our inspection fee. The

customer indicated that she was having the vehicle repaired at another repair

shop. We would be willing to discuss this matter and share our inspection

results with the ultimate repairing facility if it would be helpful in this

matter.

[redacted] visited Berge Ford on July 6th and inquired about purchasing a new or pre-owned vehicle.  After selecting a vehicle, Mr. [redacted] informed us he was interested in using his vehicle as a trade-in towards his new purchase.  It is standard practice for a Berge Ford sales manager...

to test drive and evaluate the vehicle considered for a trade.  Mr. [redacted]' vehicle was test driven less than a quarter of a mile and during that time, none of the windows were either rolled up or down.Mr. [redacted] chose not to purchase a vehicle from Berge Ford and got into his vehicle and drove away from the dealership.  He returned to the dealership accusing Berge  Ford of damaging the driver side window, causing the window glass to slip into the door frame.  Malfunctioning power window clips are very common, especially when a vehicle has OVER 90,000 miles.Berge Ford DID NOT damage Mr. [redacted]' 2001 Chevrolet Cruz and accepts no responsibility for the repair.Berge Ford is a reputable vehicle service facility servicing all makes and modes.  As a gesture of goodwill only, Berge Ford is willing to offer a discounted rate for this one repair if Mr. [redacted] is interested.  We invite Mr. [redacted] to give me a call to receive an estimate.[redacted], General Sales Manager

Based on the diagnostic process performed at Berge Ford and the subsequent results, indicating concerns with the PCM, There is a good probability based on concerns with the PCM, its’ failure could have exacerbated conditions in the transmission causing its’ symptoms.  It is not likely that a transmission concern would short out a PCM. The correct order of repair would be to replace the PCM and then retest other systems including the transmission.

Berge Ford declines any consideration for reimbursement without the opportunity to 1) review all outside repair shop documents and 2) reinspect vehicle in our shop-Berge Ford which would include all replaced parts.

Based on the attached release form signed by Carla J[redacted] Berge Ford considers this matter closed.

After the customer shared her comments, we have attempted to contact her on several occasions during this past work week, but have not had any return calls from her. Please have the customer contact either [redacted], at [redacted], or [redacted], at ###-###-#### to discuss this matter further. Our hopes are to resolve this matter to the customer's satisfaction, but would like to discuss further first. Thank you

I have reviewed the response 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.

I appreciate that Berge Ford put in a new transmission for me. A $4000 "goodwill" gesture is absolutely ridiculous!!  On the invoice it says that it was "warranty" work. In their response, it says that the vehicle was not under warranty, which is true,  My vehicle is 5 years old . True, it has mileage on it but was running fine before flush.   I did not go to a "transmission" shop to have my vehicle looked at.  I went to a regular garage and he is the one who looked at the Ford specifications for my vehicle. and it CLEARLY states that you are to use a specific kind of transmission fluid for my vehicle.  They are telling you that they used a "universal" fluid because they do not want to admit their mistake..we are all human and  mistakes are made.  There is no where in the specifications that say "universal" fluid can be used.   If that were the case, then ALL vehicles could use the same fluid.  [redacted], Service Director,  told me I would have a loaner vehicle which I did not.  He did not keep his word.  . He also told me that they would pay for the diagnostic done by [redacted] garage.  They have not. I spoke to the GM of Berge Ford, a Mr. [redacted], and he told me that they would reimburse for charges that incurred with this incident.  They have  not.  I want the $568 dollars that I spent for my expenses getting this vehicle back to them. Thank you and have a nice day!! 

Regards,

Berge Ford can't take responsibility for normal wear and mechanical failures just because we drove the vehicle last.  We believe that if Mr. [redacted] never pulled into Berge Ford, the failure would have occurred anyway.  In addition, we have a Certified Used Vehicle appraiser look at the car and not a certified technician; therefore, the car never entered our shop.  Please understand that if Mr. [redacted] does not want to accept our original goodwill gesture offer, we will promptly rescind it.  We do offer the option of him to get a written quote for this specific repair and we will then determine if we will participate in the charges.  Again, this would be strictly a goodwill gesture and is certainly not an admission of responsibility.  This would be our final offer to settle this and it will be rescinded if not accepted within 10 business days.