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.Unfortunately I have to decline the offer for a partial repair because I feel that it is unsatisfactory to resolve the issue. Everything in my car was working properly before entering the dealership. After we were unable to finalize the purchase of a vehicle. I left and as I approached my vehicle, all four windows were partially left down. I entered my vehicle, rolled up all my windows, and found my cell phone holder that attaches to the window on ther driver side left on my passenger seat. Mr. [redacted] himself advised that he started the evaluation and removed my cell phone holder to evaluate the window and moved the cell phone holder to my dash. Since I found it on the passenger seat, im assuming multiple people were working on my vehicle. Isnt it standard operating procedure when evaluating a trade in to make sure all windows are working properly anyway? I understand that you drive my vehicle a short distance and from my understanding, you take it in the back to be looked at by a certified mechanic. As a business, I understand you have a camera throughout the dealership for asset protection, I would appreciate the dealership evaluating the video and providing a copy to me from July 6th to verify that no windows were rolled down in the evaluation process. I am requesting that if the windows were rolled down, the dealership takes care of 100% of the repairs. If it clearly shows that in the evaluation of my vehicle from start to finish including test drive that my windows not rolled down, I will withdraw the claim.

Regards,

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,

This customer called me yesterday (3/17/14), stated that he had another shop replace and reprogram PCM. Vehicle is still exhibiting issues. I offered to reinspect/diag vehicle at no charge to determine necessary steps to resolve. Customer was to contact [redacted] I. to set up time to...

bring in. Berge Ford has no way to know the other shop installed and/or programmed PCM correctly or know part is operating correctly without being able to inspect ourselves.

Until Berge Ford has an opportunity to reinspect vehicle and review other shop invoices, no settlement will be offered.

Service Director

Berge Ford

Review: I am reaching out to you with regards to damage that occurred to my 2009 Ford F-350 (Body, Headache Rack, and Tool Box) during an O/L/F service and a PCM re-flash to the latest levels on Friday July 3, 2015 at Berge Ford.

Upon completion of the service, I noticed body damage near the rear passenger door at the front of the truck bed, as well as damage to the headache rack and tool box. It was at this time I approached my service advisor to point out the damage and inquire as to what happened. My truck was moved from the S side of the driveway to the N side near the service advisor stations. My service advisor had several individuals, including the Service Manager and Technical Service Manager, look at the damage and they quickly determined that I “brought the truck in” that way. This rash comment was made due to rust on the cab, as the result of previous damage (as I had mentioned). The damage in question was never that of the cab but instead the body, rack, and tool box.

My truck then was moved W of the service advisor station for further evaluation. It was at this time that the Collision Center Manager was brought over to gauge the damage and estimate what it would cost to repair said damage. The four individuals (my service advisor and the 3 managers) continued to assess the incident; including measuring the height of the rack to ensure it had cleared the car wash and to what I can only assume is talk to the technicians/attendants.

After approximately 55-60 minutes, the Technical Service Manager informed me that it was Berge Ford’s belief that I brought my vehicle in with the damage. Nevertheless, he did say that adequate pictures had been taken (as witnessed by myself) and that a final decision would be made by the management team of Berge Ford.

Because the incident happened on Friday, and that of a holiday weekend, I allowed sufficient time to pass as I awaited final word from Berge Ford regarding the incident. On Tuesday, 07/07/2015, I deemed that an appropriate amount of time had passed. I called my service advisor several times and finally left a voice message for him. In addition, I left a voice message for the service manager. The Collision Center Manager was gracious enough to take my phone call that afternoon at approximately 2:30 local time and took down my phone number to pass on. Just after 3:30 PM, that same day, I sent an e-mail to all parties involved, as well as the Office Manager and the General Manager, providing a brief description of the events that had taken place on Friday, along with my concern regarding a lack of communication. Furthermore, I attached a scanned copy of my service estimate that clearly requests a Ford Team Member indicate any damage to the condition of the vehicle. The service estimate that I signed did not have any damage noted.

While I have tried to make clear that I believe Berge Ford is taking the incident seriously, I feel that some communication should have been made by that point, even if it was only to communicate that the matter was still being investigated. On Wednesday, 07/08/2015, the General Manager did respond to my e-mail stating that Berge Ford was still investigating the matter and that he would reach out “ASAP”. The e-mail came after a total of 10 phone calls had been made and 6 messages left (2 with the Service Advisor, 2 with the Service Manager, 1 with the Collision Center Manager, and lastly 1 with the General Manager).

At 11:15 on Wednesday, 07/08/2015, the Service Manager called and put me on speaker phone with the General Manager. The two were very professional and tried to be as informative as they could. Based upon their investigation and the site conditions, it is their belief that the damage did not happen at the dealership. The General Manager did provide all of his contact information and said Berge Ford would cooperate with any all and all investigators or insurance claims if I should so choose.

My frustration remains threefold: the video camera surveillance was not reviewed, a road test was performed on the vehicle thus leaving the possibility it happened off of Berge Ford’s property, and that the signed Service Estimate, that does not show the service advisor noted any damage, is not binding (although I am sure I was held to the “fine print” at the bottom that authorized work in addition to acknowledging a mechanic’s lien to secure the payment of repairs).

I appreciate Berge Ford investigating the matter, but I do not believe proper due diligence was provided.

I have included a link that contains:

• Pictures of the Damage

• Service Estimate

• Call Log

• E-mails Sent, Received (Names have been retracted)

https://www.dropbox.com/sh/t4cmo4eh820vwvn/AAD3bYttw3bNttCdv-nMigEla?dl=0

Respectively,

[redacted]Desired Settlement: Proper and full due diligence in assessing the matter and repairing the damage caused while the vehicle was in the care of Berge Ford.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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 was very pleased with Berge Ford. Went to alot of dealerships and had pushy people and not very polite. [redacted] and the crew at Berge Ford were very helpful and went way out of there way for me. Am a happy owner of a used 2009 Avalon. Best Dealership in Arizona.

Review: I went to the berge ford sales department to purchase a car. They evaluated my current vehicle for trade in and when I was leaving the dealership with my current car I noticed the drivers window started to slip down. I rolled up the window and heard something crack in the door. The car was just fine prior to them evaluating the vehicle, there were no problems with the window at all. I went back to the dealership and the sales manager came out argumentative and aggressive stating, "how do you think we did that?" I told him that they appraised the vehicle and there was nothing wrong with it prior to me taking it into them. Louder, he asked again, "how do you think we did that?" I stepped back viewing the attitude in his eyes and told him I would just report it instead. last thing I heard as I was walking away was "yeah, why dont you do that?".Desired Settlement: It would be greatly appreciated if the dealership could repair or pay for the repair of my driver side window.

Business

Response:

[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

Consumer

Response:

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.

Unfortunately I have to decline the offer for a partial repair because I feel that it is unsatisfactory to resolve the issue. Everything in my car was working properly before entering the dealership. After we were unable to finalize the purchase of a vehicle. I left and as I approached my vehicle, all four windows were partially left down. I entered my vehicle, rolled up all my windows, and found my cell phone holder that attaches to the window on ther driver side left on my passenger seat. Mr. [redacted] himself advised that he started the evaluation and removed my cell phone holder to evaluate the window and moved the cell phone holder to my dash. Since I found it on the passenger seat, im assuming multiple people were working on my vehicle. Isnt it standard operating procedure when evaluating a trade in to make sure all windows are working properly anyway? I understand that you drive my vehicle a short distance and from my understanding, you take it in the back to be looked at by a certified mechanic. As a business, I understand you have a camera throughout the dealership for asset protection, I would appreciate the dealership evaluating the video and providing a copy to me from July 6th to verify that no windows were rolled down in the evaluation process. I am requesting that if the windows were rolled down, the dealership takes care of 100% of the repairs. If it clearly shows that in the evaluation of my vehicle from start to finish including test drive that my windows not rolled down, I will withdraw the claim.

Regards,

Business

Response:

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.

Review: I droped our car off for an air conditioning repair, to have the heater in the seat trouble shot and the window washer light looked at.

The repairs totaled approx. $1000.00 dollars. My wife and I picked up the car and noticed the seat was ripped on the passenger side about

2 in by 2 in . we contacted the Berge ford dealership and My wife took the car down for them to look at. They saw the rip and admitted responsibility, they told us they would repair the ripe with a mobile company that handled repairs for them like this. we waited. two days later I called them and the said they would like to offer us two oil changes in stead of fixing the seat as they promised, we declined and three weeks have gone by and the haven't called or repaired the seat. I have left messages and they will not respond. Please help.Desired Settlement: My Wife and I want our seat repaired as promised and done correctly and in a timely matter.

Business

Response:

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.

Review: I had my vehicle serviced by Berge Ford on 6/20. They did transmission flush and oil change. On 6/30, I broke down in Kingman AZ coming back from vacation. Had vehicle towed to [redacted] Ford. Told me the transmission was ruined, need new one. Had to spend night there and on 7/1, got [redacted] and car tow dolley and towed my vehicle back to Mesa Az. Took it to a mechanic I trusted and he informed me that the dealer put the "wrong" fluid in transmission. and they owed me a new one. Contacted dealer on 7/3. Talked to Service Director ([redacted]) and was asked why I took it somewhere else. I took it to my mechanic as he was going to "rebuild" it for me for $2300, until he found the fluid issue. Mr [redacted] informed me that they would give me a loaner vehicle once my vehicle was back at their dealer. On 7/6, they towed my car (my garage was closed on 7/3 for holiday). I went in after work 7/6 and was told I was "not approved" for loaner vehicle. I asked when my vehicle would be done and was told by [redacted] 2 to 3 days so I didn't push the loaner issue.. On 7/9, he ([redacted]) called and told me they hadn't even received the transmission yet but on 7/7 it left CA by truck and would be her on 7/10 at the latest. I called this morning 7/13 and was told again by [redacted] that the transmission had not arrived. I am DEFINATELY being jerked around by this dealership and would like ALL my expenses I incurred to be paid for. Thank you very much for your cooperation with this matter....Desired Settlement: I would like reimbursed for ALL my expenses I incurred with this vehicle ( new transmission, [redacted],, car tow dolley , hotel room and gasoline. Thank you!!

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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

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!

Review: On 8/19/2015 my girlfriend's 2012 Ford Fiesta had a mechanical issue while driving on the highway. She described it as a sensation of something "falling off" her car followed by a grinding noise coming from the engine compartment. Both her check engine light and coolant light came on. She was able to pull into a parking lot where, I noticed that her coolant level was low. We attempted to drive it down the road to a nearby third party mechanic. On the way their, the car seized up and was no longer accelerating. AAA towed the vehicle to the mechanic shop where it was found that the serpentine belt had fallen off causing damage to various components in the engine compartment.

The third party mechanic quoted the repairs as follows: $518.93 for parts, $731.16 for labor and $127.26 in misc charges. With $48.48 in taxes, the repairs were estimated to be $1425.83. Due to the cost of repairs and the nature of the issue, I decided to call Berge Ford to see if they had any recalls on the vehicle. I spoke with [redacted] in the service department on 8/20/15 who advised me of a "recall on the transmission." She was told the milage of the vehicle, that it did not have an extended warranty, what repairs needed to be completed and the cost of those repairs. She followed up by saying "because the car has a recall on it, all the repairs will be covered by Ford." I was also told that the towing service from the third party dealer to Berge Ford would be covered and that possibly the cost of the initial diagnostics could also be reimbursed.

The car was towed to Berge Ford and was looked at on 8/21/2015. I received a phone call from Fernando, one of the service advisors, who advised me that the repairs outside of the transmission would not be covered. This contradicted what I was originally told by [redacted] the day before. I asked to be transferred to a supervisor. I was transferred to Joey, another service advisor who said the same thing. An offer to cover the $89 dollar diagnostics they needed to run was offered but all other costs would be my responsibility.

At this point [redacted] said that he would listen to the recording of the phone call with [redacted] from 8//20/2015 and get back to me. After about one hour, he called me back and said that I was right, that [redacted] did state Ford would repair all the issues with the vehicle due to the transmission recall. However, he said that they wouldn't be able to do this and that they could only add a reduced labor rate for the listed repairs (which he said may not compete with outside repair centers).

Naturally I trusted that Berge Ford knew what they were talking about and in good faith transported the vehicle to them. They are not displaying any accountability for what their employee promised and I expect them to rectify the issue.Desired Settlement: I would like Berge Ford to cover the cost as promised. This includes towing from the third party mechanic and any repairs to the engine compartment (serpentine belt, timing belt, transmission etc.).

I purchased a used '11 Kia Optima from Berge Ford a little over a month ago. I nave to admit, I usually rely on my father and men for these types of situations. But I went out on a limb to go to a non-recommended dealership, in hopes that I was making the right decision because for the most part, in the beginning everyone was very nice. Diego I[redacted] was my salesman and I had absolutely no problem with him. He was very nice, but unfortunately a little follow up would have been nice considering how many times I made the call and messages and never received anything in return, until things were escalated! As for the vehicle itself and the other men and women in the sales, financing, management, and service department... I was very taken back and upset! I was not informed that if I had any problems that I had to take it in within thirty days and not only that I was going have to pay half for something that should not even have had a problem with in the beginning! Within the month of purchase I had driven the car to California and I live in Arizona, as we all know Arizona is a hot place and throughout the drive I would notice my air conditioning getting pretty warm, but then shortly after extremely cold again. I thought it was the simple fact of how hot it was outside. I am not in service I know very little about cars but I immediately was worried because of how much time, money and energy I put in to buy this vehicle and that I was already having problems with it! I am completely aware that things happen and in all retrospect it is none of their "fault" but how the situation has been handled is completely ridiculous! I called and spoke to supposedly a supervisor, and her solution was pawning me off to another dealership, because they refused to fix it or even check it with out me paying some type of fee! I am also aware that every dealership is supposed to do a 160 point check on the vehicle prior to selling. But for a car that was just put on the lot and shortly after purchased. I find it very hard to believe everything was fully verified! Simply turning on the A/C and turning it off is not a thorough check. It's when they don't take the time and treat it as their own to ensure customers are happy and stop any time of problems down the road! When I spoke to every single person I was transferred to, not one person was sincere or understanding! They also told me to come in the next day, to the service department, which was a Sunday and I had got work off specifically, to find out they were closed! I am completely appalled and dissatisfied with everything! I regret even walking in to this dealership and will never go back! Even if they offered to fix it! Free of charge! Horrible service, messy dealership! And had no intent on making it better what so ever. Luckily, [redacted] off Val Vista and the 202 are so respectful and understanding I am now getting my vehicle fixed at very little cost and totally worth it! I do not recommend Berge Ford to anyone, unless you want to be disrespected and want to deal with people who aren't reliable, understanding or only put half the work or effort in.

Review: I have my mechanic that cares for my vehicle on a regular basis. They found that I was in need of an expansion valve that required the equipment of a Ford Dealership mechanic to access to the specific Ford part. Prior to sending me to the dealership they told me that they had ran dye through my cooling system and to not allow anyone to tell me I needed a new compressor, because I did not. I only needed an expansion valve. I took my vehicle to the dealership and after attempts to blame my mechanic and say that they had used a coolant with leak stop in it that caused a mess and being corrected they told me that I had a hairline crack in my compressor and needed a new compressor. I went and picked up my vehicle and took it to a different dealership for the expansion valve. The dealership said that a seal had been broken in my compressor and so now had to be replaced. I asked if there was a hairline crack and they said there was not, but that someone had definitely damaged my compressor taking it off or putting it on. I contacted the dealership to have them pay for replacing my compressor that they had damaged. They are refusing and saying that it has a crack. Five separate mechanics in two separate shops say it did not and does not. The seal was damaged after leaving my mechanic shops and for Berg Ford to say my compressor has a hairline crack means that it would have developed after leaving my mechanic, driving five miles and the crack appearing in that time and then disappearing from Berg Ford and arriving at the second Dealership. Berg Ford has now caused a rental car charge to be added to the expense of replacing an expansion valve, along with the price of replacing a compressor they damaged and are refusing to own their effort to increase the repair ticket of a $300 item to one that is $1200.00 to replace as well. Plus there was travel time and time off of work to take the vehicle to the second dealership and again now to go pick my vehicle up after being repaired.Desired Settlement: Berg Ford needs to pay for the compressor that they damaged and the rental car expense and travel time and costs to second dealership so that they think twice before having mechanics and service agents paid by commission do things to increase repair ticket costs.

Business

Response:

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.

Consumer

Response:

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.

Review: My car has had a resonant vibration at precisely 75MPH since I bought it four years ago. Ford has the ability with specialized equipment find said vibrations and other chassis problems while the vehicle is in motion. I took my Mustang Cobra in for this service on Tuesday June 11th. I gave detailed instructions on where to start looking for the problem based on homework that I've done myself: Both universal joints and drive line have been replaced. The frequency of the vibration is very high which completely rules out the possibility of a tire out of balance. The car just had a 4 wheel rebalance and 4 wheel alignment. With the frequency of this speed related vibration, the problem has to be between the transmission output shaft and the differential, or it is a wheel bearing. Six months ago I replaced the differential mounting bushings and engine motor mounts with polyurethane mounts which made no change with this vibration. The engine mounts do transmit minor vibrations from the engine at all speeds but absolutely nothing like what's experienced at 75MPH. It's important to note that this vibration at 75MPH has been present since I bought the car 4 years ago but both the service advisor and technician were quick to place blame on polyurethane mounts when I know for a solid fact that this is not the problem. The technician refused to take the car to 75 and only went to 70 which is noted in the work order. You WILL NOT hear or feel the vibration at 70 but neither the technician or service advisor wanted to listen to me. They were quick to place blame on the polyurethane bushings when I already stated that the problem was present long before this. They did advise on a bad transmission mount which I agree needs to be replaced but I'm certain this will not fix the problem. I'm frustrated that they took $120 of my money and did not perform the service I asked them to do. This is NOT customer service. It's beyond frustrating when you have people who are supposed to be the best at this and I end up having to tell them how to do their job. I'm a very mechanically inclined person and generally, have always done my own service work on my vehicles. This is not a matter of opinion that the tech is wrong. There is hard proof that he is wrong but Berge Ford as a whole refused to take accountability for this error of judgement.Desired Settlement: To prove the ignorance of the technician and service advisor, I will replace the differential bushings and transmission mount with OEM Ford parts, which will not eliminate this vibration. Again, for the umteenth time, this problem existed long before ANY polyurethane parts were installed. I expect Berge Ford to perform this service again free of charge, and take the car to 75MPH like I originally asked. Furthermore, this has caused me to waste valuable time. I would also like a coupon for a complimentary oil change with the Ford specified 5W-20 Motorcraft synthetic blend oil. Berge Ford should keep in mind that a negative word travels much further than a positive one, and they can rest assured that a negative one will be spread if they do not acknowledge the ignorance of the technician in regard to my complaint above, and to make proper monetary redress by providing the services I've requested herein. If this request in whole is not 100% acceptable, I would like a full refund of $119.51

Business

Response:

In reference to Case#-[redacted]

Review of the inspection and diagnosis was performed at the request of [redacted] on 6/11/13 by a Ford Senior Master Technician. Based on his initial recommendations [redacted] declined service.

With respect to Berge Ford performing any additional requested diagnosis free of charge, Berge Ford declines.

Berge Ford will refund to [redacted] the amount of $119.51. This amount is the total amount spent by [redacted]. This refund is made in full and with the understanding that Berge Ford will not inspect, diagnose nor repair [redacted] 1999 Ford Mustang.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that a full refund as stated would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Also, it's important to note that the tech was hell bent on poly bushings being the source of the problem. I did replace both the transmission mount and the rear bushings but this did NOT fix the vibration that he did not know how to diagnose. I declined repairs because I didn't want to get hosed on the price so I did these unnecessary repairs myself, just to prove that this was not the problem, and was set and ready to bring the car back in to prove that this technician was absolutely wrong. As stated, I will consider this closed AFTER I see the credit on my credit card as Berge Ford has stated they will honor.

Regards,

A VERY POSITIVE EXPERIENCE. I CALLED THERESA KAHL,IN THE

BODY REPAIR SHOP. FROM THEN ON EVERYTHING WAS HANDLED IN

A VERY PROFFESIONAL MANNER. THERESA HANDLED ALL THE CLAIM

WITH MY INSURANCE COMPANY AND FOUGHT TO BE SUR THAT I GOT

GENUINE FORD PARTS. THE REPAIR WAS EXCELLANT AND DELIVERED

ON TIME AND CLEAN.

YOU SHOULD BE PROUD TO MAINTAIN SUCH A REPUTABLE DEALERSHIP.

THANK YOU FOR A PLEASANT EXPERIENCE.

[redacted] R.O.#[redacted]

Review: We purchased a gently used 2013 Ford Escape from Jones Auto. The vehicle was driven for approxiametly 1.5 years and then began to have issues with overheating and stopping. The vehicle was taken to Firestone to be evaluated. After the 3rd time of overheating and dying and another visit to Firestone, we were informed that they could not figure out the problem and the vehicle should be towed to a Ford dealership. The vehicle was towed to Berge Ford. We were notified by Gary H[redacted] Service Manager at Berge Ford that there was a recall for the engine overheating on the year, make and model of our vehicle. We had not been notified of the recall. We were informed by Gary that there were actually 5 recalls related to our vehicle. We were informed that a head and cylinder had been damaged due to the multiple episodes of overheating and would need to be replaced but all of the work was covered under the recall since it was a result of the recall. The vehicle was at the dealership for over a month. The vehicle was returned to us and was driven for a month and then was towed on a trailer to MO when we relocated. We arrived in MO on August 5th and on August 8th the vehicle would not start. We thought it needed a new battery so used a local Walmart shop to replace the battery. The vehicle failed again 2 days later and we elected to have it towed 45 minutes away to B[redacted] dealership. We were informed by Mark at the dealership that the bolt that holds the tensioner belt had sheared off and the cost for replacement would be $1600. He said that there was no guarantee that this would fix the problem. At that time we contacted Gary H[redacted] at Berge Ford in AZ to inform him that the car had failed again within a month of Berge Ford doing the recall work and asked if this was covered since they had done work on the engine. We were told that they would investigate the issue. We were informed the next week that the engine had sustained catastrophic damage when the bolt sheared and would need to be replaced since multiple heads and cylinders were damaged beyond repair. The cost of a new engine would be $6400 and was not covered as part of the recall work. We called Berge Ford again and were informed that they would continue to investigate the work that had been done. In the meantime, Mark at [redacted] had made arrangements to give us a loaner car. When we picked up the car, he showed us the sheared bolt. We asked if this bolt would have been touched during the recall work and were informed that the tensioner and bolt would need to have been removed so that the mechanic could gain access to the interior of the engine. We received a return call from Gary at Berge Ford stating that the dealership was denying any liability or culpability and would not offer any assistance. We then called Jim C[redacted] General Manager for Berge Ford. Upon the return call he informed us that his mechanics had not touched the bolt. He stated that there is another way to gain access to the heads and cylinders in the engine without touching the bolt. He reiterated that the dealership would not take any responsibility for the sheared bolt and resulting failure of the engine. We asked him why this would not be covered under the warranty for labor and parts and he reiterated that since they did not touch the bolt then they would not be responsible. We spoke again to Mark to validate if there was another way to access the engine and were informed that in all of his 20+ years of working on Fords, he had never found another way to access the interior of the engine without removing the tensioner and bolt. We also called 2 independent mechanics who we know who both validated that there is no other way into the engine. My mechanic friend gave us the manual detailing the process to change a head and cylinder and the recommended procedure shows that the bolt has to be removed to get inside the engine. Our contention is that Jim with Berge Ford attempted to mislead us so that we would not pursue any further action. We also believe that during the recall work at Berge Ford the bolt was either damaged as it was being removed and replaced and the mechanic did not recognize it or the bolt was compromised during the multiple overheating episodes and the mechanic did not see that it was damaged and did not replace it as he should have. We consulted a lawyer in AZ who informed us that we had a case but cautioned us against pursuing it since we no longer live in AZ and would have to travel back and forth and there would be no guarantee of a victory. If we still lived in the state of AZ, we would be pursuing legal action against Berge Ford since it is unbelievable that a 2 year old car that had routine maintenance would require a new engine.Desired Settlement: Reimbursement of the cost of a new engine.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

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

the A[redacted]Review: [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

Review: I went to this service because their service department and customer service has always been exceptional, so I trusted their judgement when they when they diagnose and told me that I need to replace my PCM (since I have P00743 code bed torque converter) they quoted me price for replacement

and I was told not to use my truck with that problem(close to 8 weeks now ) the earliest they can replace is end of April of 2014 I was skeptical of their diagnose and needed truck for my work went and bought PCM and had other ford dealership install and update the new PCM after 30 miles same issue P00743 code bed torque converter I spend $910.00 by replacing my good original PCM since I was told by their service department and having all paperwork stating I need PCM replacement and quote by ther service department just around $1800.00 for it.Since I lost the trust in them I have my track serviced and properly repaired by other ford service.Desired Settlement: $910.00 in cash or card/store credit in their parts store/service

Business

Response:

This customer called me yesterday (3/17/14), stated that he had another shop replace and reprogram PCM. Vehicle is still exhibiting issues. I offered to reinspect/diag vehicle at no charge to determine necessary steps to resolve. Customer was to contact [redacted] I. to set up time to bring in. Berge Ford has no way to know the other shop installed and/or programmed PCM correctly or know part is operating correctly without being able to inspect ourselves.

Until Berge Ford has an opportunity to reinspect vehicle and review other shop invoices, no settlement will be offered.

Service Director

Berge Ford

Consumer

Response:

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]

Business

Response:

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.

Sales help (Scott S[redacted]) was very helpful and was always attentive on my visits to the dealership.

I took my car to Berge's auto collision center in Mesa for repairs. Their service rep was fantastic. She went above and beyond to help me! I would highly recommend Berge's auto collision center!