Boerner's Appliance Service Specialists

Ms. [redacted] had vehicle pulled into Parkway Ford at [redacted] on Friday March 20th by a small pick-up truck and
a tow strap.
Mr. [redacted] had spoken to her two or three weeks earlier and
she expressed concerns of...

people taking advantage of females when it comes to
automobiles. She also stated that she had already had two engines replaced and
was told by other people the vehicle needed various other parts replaced. Mr.
[redacted] told Ms. [redacted] there would be no initial diagnostic charge for looking
at the vehicle, and that she would be notified with an estimate before any
repairs were made.
After the vehicle was pushed into the shop, the technician
started the diagnostic procedure and found the battery to be dead, positive
cable end broken and loose. The battery was charged and tested, and technician
was able to get the vehicle to start and run. Charging system test were ran and
no faults found. Computer diagnostics were then carried out with no indications
of faults. At this point technician advised Mr. [redacted] that the vehicle needed a
battery cable end replaced, battery cables cleaned at battery and starter and
the battery charged. Mr. [redacted] called Ms. [redacted] and advised her of the
diagnoses and the estimated charges of $141.50. Ms. [redacted] was elated that the
vehicle could be repaired at that price, she readily gave Mr. [redacted]
authorization to complete the repairs. Technician finished repairs and Ms.
[redacted] picked up vehicle around 5:30pm March 20th. Ms. [redacted] had
no questions at the time of pick-up.
Ms. [redacted] called in on Saturday and spoke with Mr. [redacted]
and said vehicle was doing fine but she questioned the charges. She stated she
felt like she had been taken advantage of. Mr. [redacted] explained the charges to
her again and then her husband got on the phone and asked why Mr. [redacted] told her
that the battery had been replaced when it had not. Mr. [redacted] explained the
charges to him also. Ms. [redacted] took the phone back and said thank you and
hung up.
The work order for this repair has been examined and
supports that Ms. [redacted] was advised of and approved estimated charges before
any repairs were performed. In review of industry standards this repair would
be at a charge of $178.50 which is $37.00 more expensive than Parkway charged
Ms. [redacted]. Mr. [redacted] states at no time did he tell Ms. [redacted] that the
battery had been replaced. He stated to her that the “battery cable end” needed
replacing.
On March 26, 2015 Service Manager Mr. [redacted] called
Ms. [redacted] and asked if he could help assist with her complaint. Ms. [redacted]
proceeded to explain her complaint and as soon as Mr. [redacted] started to talk
Ms. [redacted] stated she was standing by her complaint and hung the phone up. Mr.
[redacted] did not get a chance to ask or offer any type of resolution to the
issue.
In closing, the charges are for more than just replacing the
$5.00 part. There is time involved in charging the battery, cleaning the
cables, verifying the starting, charging and computer systems were operating
properly. Ms. [redacted] was fully advised of charges and authorized repairs.
It is Parkway Ford’s opinion that Ms. [redacted] is not due any
refund.