The vehicle was brought in for service on 09/18/2017 with 43,913 miles on it. The customer [redacted] came in for two concerns. One was the fact that his wipers would not work and the other was a rattle he was hearing upon starting the vehicle. The wiper motor was diagnosed as being bad and a...
call was made to his 3rd party aftermarket warranty company called EasyCare. They authorized the claim to replace the motor. When the motor was being removed it has to slide off of the wiper transmission post after removing the two screws mentioned in the complaint. At times due to a bad motor and age the they seal together causing the wiper transmission to crack which is what happens in this situation. Warranty normally covers this when it occurs but as stated above the 3rd party aftermarket warranty "EasyCare" does not. When this occurred Mr. [redacted] was called and it was explained to him and he was told that due to this the wiper transmission would be replaced at the cost of the part only (No labor cost) of $64.12. He ok'd this on the phone. As far as the rattle goes, there was a rattle coming from the vacuum that was a Ford recall # 15N05, this was done at no charge to Mr. [redacted]. The rattle that still existed was a strap on the cover of his exhaust which is not covered under his aftermarket warranty and he did not want to pay to have that replaced at a cost to him. In his desired settlement he requests that he be refunded the cost of the wiper transmission of which he paid $64.12 for. We will refund that money in a good faith effort. We can do nothing about the deductible he paid on his 3rd party aftermarket warranty as it was required for the replacement of his bad wiper motor. The rattling sound he hears is from the shield on his exhaust and not covered under his 3rd party aftermarket warranty. Again the only deductible cost incurred was for the wiper motor that was replaced.
As stated in the complaint the customer submitted. The vehicle was brought in due to wipers not working. He did have a 3rd party aftermarket warranty he purchased elsewhere which we replaced the wiper motor using. While the tech was removing the wiper motor the wiper transmission cracked due to the age. The 3rd party warranty company was called and unlike other warranty companies they do not cover the transmission when it cracks while taking it apart. The customer was called and we offered to replace at the cost of the part with no labor charge which he agreed to.As far as the rattle he mentioned. We diagnosed it as the rattle from the shield on exhaust which his 3rd party aftermarket warranty will not cover. He did not pay for us to fix that issue and did not ok us to diagnose as his warranty would not cover that. He did pay a deductible which is required based on his 3rd party warranty company policy that he agreed to when he purchased it elsewhere. The deductible was for the wiper motor repair. Since he did ok the repair of the transmission at cost of $64.12 he was charged that amount which as I stated prior we will refund as a good faith effort. We can not fix a rattle issue at no cost on a used vehicle that was not bought here and has a 3rd party warranty that will not approve the fix. As he stated he had the rattle prior to coming to our service department. We suggest that he may want to bring it to where he bought both the used vehicle and the 3rd party warranty. They may be able to have the warranty company step up since they sell them. The truck had 43,913 miles on it when it arrived here for service and we were not authorized by the customer or his 3rd party warranty company to diagnose or repair the issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
The noise that Ferrando Ford said is my muffler rattling. I know my muffler and exhauste system have a very small noise rattle . That is not the problem I was talking about. And I have mentioned that over three times now. I said it happens when I start my truck and then It goes away. I have a recording of it and it is obviously not my muffler. Muffler clamps do not make a grinding noise and then go away.
[redacted] [redacted]
The vehicle was brought in for service on 09/18/2017 with 43,913 miles on it. The customer [redacted] came in for two concerns. One was the fact that his wipers would not work and the other was a rattle he was hearing upon starting the vehicle. The wiper motor was diagnosed as being bad and a...
call was made to his 3rd party aftermarket warranty company called EasyCare. They authorized the claim to replace the motor. When the motor was being removed it has to slide off of the wiper transmission post after removing the two screws mentioned in the complaint. At times due to a bad motor and age the they seal together causing the wiper transmission to crack which is what happens in this situation. Warranty normally covers this when it occurs but as stated above the 3rd party aftermarket warranty "EasyCare" does not. When this occurred Mr. [redacted] was called and it was explained to him and he was told that due to this the wiper transmission would be replaced at the cost of the part only (No labor cost) of $64.12. He ok'd this on the phone. As far as the rattle goes, there was a rattle coming from the vacuum that was a Ford recall # 15N05, this was done at no charge to Mr. [redacted]. The rattle that still existed was a strap on the cover of his exhaust which is not covered under his aftermarket warranty and he did not want to pay to have that replaced at a cost to him. In his desired settlement he requests that he be refunded the cost of the wiper transmission of which he paid $64.12 for. We will refund that money in a good faith effort. We can do nothing about the deductible he paid on his 3rd party aftermarket warranty as it was required for the replacement of his bad wiper motor. The rattling sound he hears is from the shield on his exhaust and not covered under his 3rd party aftermarket warranty. Again the only deductible cost incurred was for the wiper motor that was replaced.
As stated in the complaint the customer submitted. The vehicle was brought in due to wipers not working. He did have a 3rd party aftermarket warranty he purchased elsewhere which we replaced the wiper motor using. While the tech was removing the wiper motor the wiper transmission cracked due to the age. The 3rd party warranty company was called and unlike other warranty companies they do not cover the transmission when it cracks while taking it apart. The customer was called and we offered to replace at the cost of the part with no labor charge which he agreed to.As far as the rattle he mentioned. We diagnosed it as the rattle from the shield on exhaust which his 3rd party aftermarket warranty will not cover. He did not pay for us to fix that issue and did not ok us to diagnose as his warranty would not cover that. He did pay a deductible which is required based on his 3rd party warranty company policy that he agreed to when he purchased it elsewhere. The deductible was for the wiper motor repair. Since he did ok the repair of the transmission at cost of $64.12 he was charged that amount which as I stated prior we will refund as a good faith effort. We can not fix a rattle issue at no cost on a used vehicle that was not bought here and has a 3rd party warranty that will not approve the fix. As he stated he had the rattle prior to coming to our service department. We suggest that he may want to bring it to where he bought both the used vehicle and the 3rd party warranty. They may be able to have the warranty company step up since they sell them. The truck had 43,913 miles on it when it arrived here for service and we were not authorized by the customer or his 3rd party warranty company to diagnose or repair the issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
The noise that Ferrando Ford said is my muffler rattling. I know my muffler and exhauste system have a very small noise rattle . That is not the problem I was talking about. And I have mentioned that over three times now. I said it happens when I start my truck and then It goes away. I have a recording of it and it is obviously not my muffler. Muffler clamps do not make a grinding noise and then go away.
[redacted] [redacted]