customer brought his vehicle in for a check engine light and per the technician "DIESEL PERFORMANCE DIAG. CM-P0300, P0301, P0316, FOUND #1 || ORIG CYLINDER NOT CONTRIBUTING, #1 AND #8 -10% ON RELATIVE || COMPRESSION TEST, RADIATOR LEAKING COOLANT. REC REPLACE || SHORTBLOCK ASY AND RADIATOR, CUSTOMER DECLINED REPAIRS.
The vehicle needed a short block and radiator per our diagnosis. During our diagnosis a pressure test was done on the engine. During that time the oil dip stick was not properly positioned causing a very minor oil spill. When the vehicle [redacted]ived less than a half of a quart of oil was missing from the case. On a vehicle that holds 15 this would not cause any damage. We immediately cleaned the area and retested every thing again. Still the same things are recommended that the customer is declining. If he continues to drive on it with these concerns it will eventually just quit. As far as the wiper is concerned we did nothing to cause that to fail yet was blamed for it.
Bottom line is that this vehicle is seven years old with 144K miles on it. We diagnosed a failing engine and the repairs were declined. We had a very small mishap that was promptly corrected and now the customer wants us to participate in the repairs to his vehicle. They are unw[redacted]anted as is this claim.
Please feel free to contact me for any additional questions at [redacted].
Brian B[redacted]
Service Director - [redacted]
From: [redacted] Sent: Monday, September 15, 2014 3:57 PM
/>
To: drteamCc: [redacted]Subject: RE: Dispute resolution [redacted]
Dispute:
Customer brought their vehicle in on 7/19/14 for concerns
1) Engine wont rev past 3000rpms
2) Very low power when driving
3) No check engine light was on when vehicle arrived
We repaired the vehicle according to the power balance tests and ignition tests that were conducted. These tests revealed failures to the #1, 2, and 3 ignition coils and spark plugs. We also noticed that the heater hosed had been ruptured. Customer gave the approval to replace the spark plugs, coils, heater hoses and to perform the fuel injection service. This totaled $1534.75. We then reset the power control module and test drove the vehicle. No other concerns were found at this time.
Customer came to pick up the vehicle and paid for the service. The next day the customer called and said that his check engine light had come on. We asked if the original concerns that he brought the vehicle in for were resolved. He answered yes. He brought the vehicle back in and we diagnosed the check engine light. We found that the catalytic converters had failed on the vehicle. We explained to the customer that sometimes when spark plugs and coils fail they do not ignite the fuel properly thus sending raw fuel into the exhaust system and the catalytic converters. We had no way of knowing until the converters set a check engine light that they were beginning to fail. Customer did not want to hear it. As a goodwill gesture the service director offered to install aftermarket converters on the vehicle if he paid for the parts. This bill would have gone from Ford parts costing approx.. $4000.00 to around $1600.00 + tax. Again, he declined.
I felt that we did not owe anything to Mr[redacted] other than what we had already offered.
Let me know if you have any additional questions.
[redacted]
Service Director
Big Star Ford
[redacted]
I am so sorry for your experience here at [redacted] We would like to change your opinion of us as we have just been taken over by a new General Manager. Even though you decided to buy elsewhere we would like to speak with you to find out how we can improve in areas where we are lacking....
Please call [redacted] General Manager of [redacted] or my personal assistant [redacted] Thank you and we apologize for your experience and hope that we can offer a resolution that fits your expectation.
Yes, this issue has been resolved. However I had to go down to the business and complain IN PERSON, to get this resolved. It was resolved prior to the phone call from the...
business.
Thanks,
[redacted]
Revdex.com:
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.
The complaint is only partially true. The...
customer brought his vehicle in for a check engine light and per the technician "DIESEL PERFORMANCE DIAG. CM-P0300, P0301, P0316, FOUND #1 || ORIG CYLINDER NOT CONTRIBUTING, #1 AND #8 -10% ON RELATIVE || COMPRESSION TEST, RADIATOR LEAKING COOLANT. REC REPLACE || SHORTBLOCK ASY AND RADIATOR, CUSTOMER DECLINED REPAIRS.
The vehicle needed a short block and radiator per our diagnosis. During our diagnosis a pressure test was done on the engine. During that time the oil dip stick was not properly positioned causing a very minor oil spill. When the vehicle [redacted]ived less than a half of a quart of oil was missing from the case. On a vehicle that holds 15 this would not cause any damage. We immediately cleaned the area and retested every thing again. Still the same things are recommended that the customer is declining. If he continues to drive on it with these concerns it will eventually just quit. As far as the wiper is concerned we did nothing to cause that to fail yet was blamed for it.
Bottom line is that this vehicle is seven years old with 144K miles on it. We diagnosed a failing engine and the repairs were declined. We had a very small mishap that was promptly corrected and now the customer wants us to participate in the repairs to his vehicle. They are unw[redacted]anted as is this claim.
Please feel free to contact me for any additional questions at [redacted].
Brian B[redacted]
Service Director - [redacted]
From: [redacted] Sent: Monday, September 15, 2014 3:57 PM
/>
To: drteamCc: [redacted]Subject: RE: Dispute resolution [redacted]
Dispute:
Customer brought their vehicle in on 7/19/14 for concerns
1) Engine wont rev past 3000rpms
2) Very low power when driving
3) No check engine light was on when vehicle arrived
We repaired the vehicle according to the power balance tests and ignition tests that were conducted. These tests revealed failures to the #1, 2, and 3 ignition coils and spark plugs. We also noticed that the heater hosed had been ruptured. Customer gave the approval to replace the spark plugs, coils, heater hoses and to perform the fuel injection service. This totaled $1534.75. We then reset the power control module and test drove the vehicle. No other concerns were found at this time.
Customer came to pick up the vehicle and paid for the service. The next day the customer called and said that his check engine light had come on. We asked if the original concerns that he brought the vehicle in for were resolved. He answered yes. He brought the vehicle back in and we diagnosed the check engine light. We found that the catalytic converters had failed on the vehicle. We explained to the customer that sometimes when spark plugs and coils fail they do not ignite the fuel properly thus sending raw fuel into the exhaust system and the catalytic converters. We had no way of knowing until the converters set a check engine light that they were beginning to fail. Customer did not want to hear it. As a goodwill gesture the service director offered to install aftermarket converters on the vehicle if he paid for the parts. This bill would have gone from Ford parts costing approx.. $4000.00 to around $1600.00 + tax. Again, he declined.
I felt that we did not owe anything to Mr[redacted] other than what we had already offered.
Let me know if you have any additional questions.
[redacted]
Service Director
Big Star Ford
[redacted]
I am so sorry for your experience here at [redacted] We would like to change your opinion of us as we have just been taken over by a new General Manager. Even though you decided to buy elsewhere we would like to speak with you to find out how we can improve in areas where we are lacking....
Please call [redacted] General Manager of [redacted] or my personal assistant [redacted] Thank you and we apologize for your experience and hope that we can offer a resolution that fits your expectation.
Thank you,
[redacted]
I just left a message on [redacted] at 1:25p.m. for Ms. [redacted] trying to see if this issue has been resolved.
Yes, this issue has been resolved. However I had to go down to the business and complain IN PERSON, to get this resolved. It was resolved prior to the phone call from the...
business.
Thanks,
[redacted]
Revdex.com:
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.