The customer can choose to have the vehicle inspected at any facility they like, but it will be at their expenseEven if an inspection is performed at another facility, we will still need to perform our own inspection before we can consider assistance of any kind for this customerI suggest, in the interest of this customer's time and money,that they bring the vehicle here for an inspection firstThen, if they are not satisfied with the outcome, they can take it to another facility for a second opinion at their expense.So just to be clear, if the customer would like any consideration from Fuller Honda with this issue they will need to contact *** *** at (*** or *** *** at *** to schedule an inspection of the vehcile.Thank you,*** ***Service Manager
we have spent time addressing Mr***'s concern when he initially came in we did find an issue and ordered and installed a part to resolve the issuesince then Mr*** feels that the truck is not functioning as designed he advised please keep the truck until you can resolve this concern it
is an extra vehicle and I don't drive it muchwe drove the vehicle for roughly miles after resetting the vehicle instrument cluster to a setting that monitors the stop start featurein every instance we found that the vehicle was operating as designedI advised Mr*** this via phone message and asked for him to call with any questions I have not heard back in regards to this situation.if he continues to feel that there is a problem I would ask that he comes in and allows the service manager to ride with him to demonstrate his concern as the service manager has been very involved in the entire process
There is a lot of additional details that this consumer left out of her storyHowever, there is no reason to get into a debate, if the customer feels she is not satisfied with the quality of work then we will issue a full refund.I will submit for a reimbursement check and contact the customer to
see where she would like it mailed.Thank you,*** ***Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
We reviewed Mr*** response and to clarify, the ”brake
cleaner” is a generic non chlorinated parts cleaner commonly used in the
cleaning of non-painted metal part used primarily because of it excellent
cleaning ability, and the fact that it leaves the metal surface free of any
film or residueAs for the core charge this was a clerical mistake and we will
be cutting a check for Mr*** to refund for that mistake
As for the contention that the pump had not been replaced, I
have attached a copy of the invoice showing we purchased the pump 8c3z-7a103-c
from Ford and we were billed on 9/30/Also I have included a part number
inquiry for that part number in our system showing we have no part on hand and
it shows a bin location of xxxxx indicating this is not a part we stockWe
ordered the part on 9/29/we were billed on 9/30/and we received the part
on 10/1/Also I have included a copy of the rapid trans invoice where they
stated the pump was worn and damaged but made no mention that the pump appeared
as if it had not been recently replaced
One option we do have to assist this customer is; if they
have and can supply us with the pump that was removed and replaced by rapid
trans we can send that back to Ford and submit for a reimbursement under the
service part warranty for the warranty cost of parts and labor to replace that
pumpThe total reimbursement that we would request would be $and this
would be in addition to the core charge refund of $
in reviewing the repairs made to Mrs*** expedition it appears that there have been issues with both the a/c refrigeration system as well as the a/c air distribution systemon the 9/3/visit the systems were diagnosed and the refrigerant system was operating normally at 27psi on the
low side psi on the high side and cycle times on the compressorin the air distribution side the tech found that a temp blend door motor was not closing the temp blend door there by allowing heated air to mix with the cooled airhe replaced the motor (one of six in the system) and got a reading of 45deg from the center front registeron 9/8/we had a complaint of rear a/c not blowing cold front a/c cold working normallydiagnosis revealed a restriction in the refrigerant system to the rear a/c being that this is a sealed system we recovered the refrigerant so we could open the system and clear the restriction in the rear a/c lineswe then recharged the system and verified the a/c was blowing coldthis was done no at no charge to the customeron 9/28/the customer returned a/c still not cold front slows to warm and rear not colddiagnosis revealed the rear expansion valve was plugged with debrisas this was the second issue with debris in the system we drained the system and checked the system for a cause of the debrisit didn't appear to be the contents of the desiccant bag that at times can fail contaminating the systemso we replaced the expansion valve and recharged the system and then checked pressures and found the compressor operating normallyas a restriction without a part failure is very rare I was able to use ford loyalty funds to cover this repair under goodwill and no charge to the customerthen on 11/2/the customer brought the vehicle in stating that she started the vehicle turned on the a/c and heard a loud metal scraping noise and smelled smoke from the ventswe verified there had been a catastrophic failure of the a/c compressorwe needed to replace the compressor, condenser, expansion valve, and the filter linethis is when we found out that the a/c compressor had been replaced by a third party in dec of because the parts was purchased over the retail parts counter and installed elsewhere the warranty only covered the replacement of the partno labor or related parts were coveredthe customer paid to have the system repaired and ford paid for the replacement compressormost recently the customer returned on 2/25/customer stating there is a knocking noise behind dash when starting vehicleand rear a/c blowing warmthe diagnosis showed that one of the front and one of the rear blend door motors are failing causing a clicking or knocking soundif upon disassembly the front blend door motor is the same as the one replaced earlier (keeping in mind there are four in the front a/c system we would be able to cover that portion under warrantyas for the rear and the front if not covered we would be willing to extend a discounted price to repair as Mrs*** is a long time customer of Fuller Ford and we appreciate that
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I wanted you to be aware that we contacted *** *** when we received the original complaintWe put her in touch with Ford Motor Credit to resolve her concernsI believe her issues have now been addressed.I also wanted you to be aware that my businesses, *** Ford, Honda and Kia were sold
to the Penske Group on 6/5/Penske is now the dealer operator for those three franchises.Let me know if you have any other questions.Thank you,*** ***
I see that the customer was not satisfied with our response, but they did not follow up with any additional information explaining why? As we stated in our first response, the part that was needed to insure that their safety restraint system would function properly was missing from their vehicle at the time of diagnosis. For customer satisfaction purposes, the customer was offered a discounted price to have the part installed and reset the system to insure proper operation. The customer accepted the offer at that time, the work was performed, the safety restraint system is now fully operational and the customer left our facility completely satisfied. We will be happy to consider further assistance if the customer can provide a good reason why this dealership should pay for a part that was missing from their vehicle prior to the first service visit with us.
I have attached copies of the work order, technician notes and final invoice from the customers original visit with us on 02/15/2016 and from the follow up visit on 02/26/2016 to assist you with understanding the concerns, diagnostics and repairs.Please refer to the attachment "[redacted] VISIT 1" for...
the following:Customer came in with three concerns "BATTERY DASH LIGHT IS ON", "A/C DOES NOT BLOW COLD" & "INSTALL ONE PAIR OF FACTORY HONDA WIPER INSERTS". Starting estimate $285.00 ($115.00 Charge system diagnostics, $150 A/C diagnostics & $20.00 Wipers). Page 1.1) Battery light was on because alternator was failing to charge properly. Total for diagnostics and replace alternator $743.00 parts & labor. Page 22) A/C not blowing cold because compressor clutch was not operating because it was not receiving voltage due to a faulty relay. Total for diagnosis and install new relay $150.00 parts & labor. Page 23) Wiper blades were not factory Honda, so the factory Honda wiper inserts would not fit correctly. No inserts could be installed, so there was no charge to the customer. Page 1 tech note "NOT OEM"The customer authorized replacement of the alternator and replacement of the A/C relay with the service advisor on 02/15/2016 @ 3:22 pm as noted on page 1 lower right under "REVISED ESTIMATE".Upon completion of repairs, technician verified Charging system was operating properly and dash warning light remained off. Also, A/C compressor clutch was operating and system was blowing cold.Even though the A/C was operating properly at that time, the service advisor made notes on the invoice under the A/C repair "PERFORMED A/C SERVICE, EVACUATED & RECHARGED SYSTEM AND ADDED DYETEST. INSPECTED & DID NOT FIND ANY LEAKS AT TIME OF INSPECTION. RECOMMEND CUSTOMER RETURN FOR FURTHER DIAGNOSIS IF A/C STOPS BLOWING COLD AGAIN". This statement was included because the A/C system is 10 years old and there are many other components that can fail and result in the same issue of "NOT BLOWING COLD". (Page 4)To assist the customer with the expense of the repairs, the advisor gave discounts of 10% off both repairs. Please refer to "[redacted] VISIT 2" for the following:Customer came back in on 02/26/2016 stating that the A/C was not blowing cold again. (Page 1)Technician performed a complementary "NO CHARGE" recheck and found the A/C compressor clutch and the system cooling properly, but the customer was not feeling the cool air because the blower fan that moves the air through the ducting and out through the vents in the cabin was not coming on. Upon further checking, it was confirmed that the blower fan was not getting power due to a faulty BLOWER MOTOR RESISTOR.The customer was given an estimate of $466.00 + tax for replacement of the blower resistor parts & labor. The customer then complained that the A/C not blowing cold was the same concern they brought it in for the first time and that we must have misdiagnosed it. Even though the advisor and technician both knew it was a different issue causing the same concern, 10 year old components as discribed above, the advisor told the customer we would give them the benefit of the doubt and credit them back the entire $135.00 that was spent on the A/C last visit toward the repairs needed this visit to restore their blower fan to working order. The revised repair cost after the credit was $351.00 out the door including tax (Page 2). The customer declined the offer, was not billed for any recheck fees and took their vehicle.Even though it is clear that a different component in now failing, I can appreciate the customer perspective that we must have misdiagnosed or perhapts misunderstood their initial concern, that is why we extended the offer of crediting 100% of the fees spent on the A/C concern during the initial visit.The customer stated that the A/C concern was the only thing they came in for the first time and that we charged them $800.00+ for the repairs and that we now wanted another $451.00 for replacement of the blower resistor. These are both incorrect statements as you can see from the attached documentation. The bulk of the money spent on repair the first visit was for the charge system diagnosis and the alternator replacement, which at this time are still working properly. So, while I do not feel we owe the customer a refund of the $135.00 spent for the A/C repair during their first visit, my offer still stands that I will be happy to apply the entire $135.00 toward the replacement of their blower motor resistor which would result in a final price of $351.00 for the needed repair.Thank you for your time and please let me know if I can be of any further help.[redacted]Service ManagerFuller Honda
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. I will wait for the business to perform this action and, if it does, will consider this complaint...
resolved. Good Morning, My name is [redacted], and on 6/3/15 I filed a business compliant with the Revdex.com regarding a failure to execute a business transaction by Fuller Ford, located in Chula Vista, CA. The case has been closed for a few days now, but I would like to inform you that the matter has since been resolved with this company. On 7/12/15, I reported to Fuller Ford to speak with a higher level management team member in hopes of finally resolving this ongoing issue. I was introduced to their General Sales Manager, [redacted], and he heard the issues that I have been experiencing with his company. Mr. [redacted] resolved the matter by writing off my balance owed of $250 (deferred deposit for car purchase), and he also guaranteed that he would be speaking with his staff members in the Finance Department regarding several these issues that caused an extreme inconvenience for me and my wife; this will hopefully also prevent future clients from experiencing the same issue(s). Please update your records to reflect that Fuller Ford, the business in which the original complaint was filed against, has resolved my quarrel.
Regards,
[redacted]
Revdex.com:
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.On Tuesday 11/8/16 afternoon around 5:30 I spoke with used car manger. At first he stated he was unable to except the return of the vehicle. As he continued to listen to my concerns in regards to the incomplete transaction he gave me the option to bring the vehicle for inspection having his technicians look at it and the general manager would make the decision. I felt very uneasy after my conversation with him as he he was unaware of the incomplete transaction and stated it must have slipped through the cracks.Due to this conversation I no longer have any trust in this dealership. I am willing to take the vehicle to another dealership for inspection
Regards,
[redacted]
Please see attachment #1 for repair order #[redacted] where the technician completed multiple open recalls on this customers vehicle. On job line "C", you will see Safety Recall #15-013 which requires replacement of the SRS System Control Unit. This is the control module for the entire safety restraint...
system and all related sensors & components. Honda has determined that the control units on this year and model are defective and may not operate the safety restraint system properly. The installation of this control unit did result in the dash warning light coming on because now that the vehicle had a properly functioning control module, it picked up on a pre-existing condition that the vehicle had within the safety restraint system before it came in for service. See the following explanation:Please see attachment #2 for repair order #[redacted] when the customer came in with the concern of the dash warning lights on following the recall work performed on attachment #1. I, the Service Manager, authorized a complementary recheck of the vehicle to determine the cause of the lights coming on following the last repairs. The technician used the scanner to determine the problems that were causing the lights to come on. See the technician notes on the front of the repair order where it shows codes 44-11 No signal from the right side impact sensor and 85-79 OPDS sensor initial check failure. I authorized the technician to access the right side impact sensor and perform a test on the part to determine if it was failing. Upon removal of the right side pilar cover to gain access to the part, the technician discovered the part was missing. At that time, it was determined that the original faulty SRS control module must not have triggered the light from the missing part, but now that the vehicle had a properly functioning control unit, it is warning the driver of the vehicle that there is a part missing that is causing a problem with the system.I explained to the customer how the missing part was a pre-existing condition and how the new control unit was now picking up on it. I explained that the SRS system would not function properly without that part and if he wanted to replace it, I would give him a discounted price for customer satisfaction. The parts, labor & tax to replace the missing sensor is $300.20, but I agreed to do the whole job for $$183.29 which the customer agreed to and paid. Once the work had been performed, the technician cleared the codes and retested the system for proper operation and all tested good. The customer seemed to be happy with the results and went on his way. This is the first I have heard that he was not satisfied with the repairs that were made and the large discount that was given to help keep the costs down for him.In conclusion, this facility can not be responsible for a part that did not exist in the vehicle prior to any recall repairs. I feel the customer was given a very fair deal considering the part missing had nothing to do with the work we performed.
Revdex.com:
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.
Regards,
[redacted]
I do reject the response from [redacted]. First off, they charged me for brake cleaner, they charged me a $50.00 core fee when they had the cores when they had the cores, there was no reason to charge me a core fee. Further more me $936.00 for a transmission pump that was never installed. The first visit they had my truck for 12 days and when I picked up the truck it was worse off then when I brought to them. Brought the truck back numerous times for my truck to be repaired and I just kept getting blown off. They wouldn't fix my truck, they had no intent on fixing my truck they just wanted my money. And to charge me for an additional costly repair. This is my work truck, I needed my truck I don't have time to play their game. I took my truck to Rapid Transmission and they had diagnosed and repaired my truck in less then 4 days at a cost of $2,500.00 dollars. I offered [redacted] of the findings from Rapid Transmission and it was never mentioned in [redacted] replay regarding the pump that was never installed. [redacted] test drove my truck, that's true and he even said, "Oh that was a funky shift!" He also experienced the torque converter locking up to create a stall which he never mentioned in his reply. I don't know what else to say, they just kept blowing me off, they never called me to let me know the part was in or never returned my phone calls, I had to initiate all contact with them.
Mr. [redacted] brought his truck in for a transmission oil leak;
we diagnosed and recommended replacement of the pump and torque convertor. A Ford
convertor was not readily available, so after receiving the customer’s approval
to use an aftermarket convertor we completed the repairs. A short time...
after
the repairs were completed Mr. [redacted] returned with a complaint of the vehicle
stalling at stop as if you were driving a manual transmission and didn’t apply
the clutch while stopping. The concern as described sounded like the torque
convertor clutch was staying engaged while stopping. We drove the vehicle at
length and were unable to verify this condition. Due the insistence of the
customer that this was happening, and since we had recently replaced the torque
convertor, we decided replace the torque convertor for customer satisfaction
reasons. Again Mr. [redacted] returned stating that the truck was still acting up at
which time the service manager [redacted] made himself available to road test
with Mr. [redacted]. We drove together with [redacted] driving and Mr. [redacted] directing him
as to where and how to drive to get it to act up. After just over an hour of
driving in an attempt to duplicate the stalling concern, we decided to let the
vehicle cool down and try it again. Mr. [redacted] waited at the dealership for the
vehicle to cool. After 90 minutes or so I approached Mr. [redacted] and we decided
that again for satisfaction purposes the dealership would install another
converter, this time a factory Ford torque convertor was available so I agreed
to install it at no additional charge to the customer. During the same
discussion, I advised him that at this point if the claimed stalling condition continued,
that it was obviously not the convertor and would most likely be an internal
issue with the transmission and we would have to duplicate the concern before
we would continue with any further repairs. I also advised him that if the
internal failure was anything other than the pump or torque convertor we had
replaced to fix the transmission leak, he could be responsible for the repairs.
This was the last we heard from Mr. [redacted] and we assumed the vehicle was fixed
until we received a request for refund and this complaint. The rapid
transmission receipt we received from Mr. [redacted] states that the pump was
worn/damaged but it never stated, as claimed by Mr. [redacted], that the part wasn’t
replaced. If there was a failure due to the pump, it would have been covered under
warranty if repaired at a Ford dealer. Furthermore the claim from Rapid
transmissions that the overdrive sprag was somehow damaged during the previous
repairs seems very unlikely if not impossible being that the overdrive sprag in
part of a sub assembly not removed or disassembled during a pump or convertor
replacement. In fact, Ford has had failure issues with the original engineering
of the sprag resulting in at least two redesigns that I am aware of. With all
this information, we believe that not only did we do everything we could to
assist this customer with his concern, but would have gladly looked into it
further if he were able to demonstrate the stalling concern at any time during
our extended test drives together. The initial customer concern of transmission
leaking was diagnosed and repaired properly. We attempted to do all we could to
help the customer with his other claim of engine stalling even though we never
duplicated the concern. If the transmission had a failure due to another
internal part and the customer elected to have repairs completed by another
facility, we fail to understand our responsibility in this situation. Please
let us know if you have any further questions regarding this matter and we will
be happy to cooperate.
This customer talked with our used car manager this week and was supposed to bring the vehicle in for an inspection. It is now Friday afternoon and we have not seen the customer or the vehicle. We are happy to assist in any way we can, but we have to see the vehicle first. Please have the customer...
comtact me between 7:00am-3:00pm Monday-Friday and I will be happy to schedule the inspection. (619)621-3250.Thank you, [redacted]Service DirectorFuller Honda
I [redacted] GSM for Fuller Kia have personally attempted to make contact with customer via phone call. 09/21/2016 at 12:25pm I reached out to [redacted] to figure out if indeed the vehicle did not come with the equipment that was suggested as per the vehicle monroneyor if maybe she does not...
now how the function works. I will continue to reach out to resolve this issue.
Revdex.com:
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.
Regards,
[redacted]
Revdex.com:
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 cannot accept that the manager of Honda Fuller saying I'm not telling the truth about my complain they said that we agree to those charges that they applied yes we did because as an ordinary person who do not know anything in about vehicle problem of course we trust them and we put our safety in their hands but the thing is our main concern is the air conditioning which is still the problem that we have right now, I have to trust them that they will do their very best to do their job with honesty but I was so disappointed and now is seem like i'm the one who's not telling the truth I don't owe them anything I pay them in full but the problem is still there. I learned my lesson now if they don't admit it that's fine we are not going back to that place anymore they are not the only place that we can ask for service (honest service)and We're not going to deal with anymore. Revdex.com thank you for your help.
Regards,
[redacted]
The customer can choose to have the vehicle inspected at any facility they like, but it will be at their expenseEven if an inspection is performed at another facility, we will still need to perform our own inspection before we can consider assistance of any kind for this customerI suggest, in the interest of this customer's time and money,that they bring the vehicle here for an inspection firstThen, if they are not satisfied with the outcome, they can take it to another facility for a second opinion at their expense.So just to be clear, if the customer would like any consideration from Fuller Honda with this issue they will need to contact *** *** at (*** or *** *** at *** to schedule an inspection of the vehcile.Thank you,*** ***Service Manager
we have spent time addressing Mr***'s concern when he initially came in we did find an issue and ordered and installed a part to resolve the issuesince then Mr*** feels that the truck is not functioning as designed he advised please keep the truck until you can resolve this concern it
is an extra vehicle and I don't drive it muchwe drove the vehicle for roughly miles after resetting the vehicle instrument cluster to a setting that monitors the stop start featurein every instance we found that the vehicle was operating as designedI advised Mr*** this via phone message and asked for him to call with any questions I have not heard back in regards to this situation.if he continues to feel that there is a problem I would ask that he comes in and allows the service manager to ride with him to demonstrate his concern as the service manager has been very involved in the entire process
There is a lot of additional details that this consumer left out of her storyHowever, there is no reason to get into a debate, if the customer feels she is not satisfied with the quality of work then we will issue a full refund.I will submit for a reimbursement check and contact the customer to
see where she would like it mailed.Thank you,*** ***Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
We reviewed Mr*** response and to clarify, the ”brake
cleaner” is a generic non chlorinated parts cleaner commonly used in the
cleaning of non-painted metal part used primarily because of it excellent
cleaning ability, and the fact that it leaves the metal surface free of any
film or residueAs for the core charge this was a clerical mistake and we will
be cutting a check for Mr*** to refund for that mistake
As for the contention that the pump had not been replaced, I
have attached a copy of the invoice showing we purchased the pump 8c3z-7a103-c
from Ford and we were billed on 9/30/Also I have included a part number
inquiry for that part number in our system showing we have no part on hand and
it shows a bin location of xxxxx indicating this is not a part we stockWe
ordered the part on 9/29/we were billed on 9/30/and we received the part
on 10/1/Also I have included a copy of the rapid trans invoice where they
stated the pump was worn and damaged but made no mention that the pump appeared
as if it had not been recently replaced
One option we do have to assist this customer is; if they
have and can supply us with the pump that was removed and replaced by rapid
trans we can send that back to Ford and submit for a reimbursement under the
service part warranty for the warranty cost of parts and labor to replace that
pumpThe total reimbursement that we would request would be $and this
would be in addition to the core charge refund of $
in reviewing the repairs made to Mrs*** expedition it appears that there have been issues with both the a/c refrigeration system as well as the a/c air distribution systemon the 9/3/visit the systems were diagnosed and the refrigerant system was operating normally at 27psi on the
low side psi on the high side and cycle times on the compressorin the air distribution side the tech found that a temp blend door motor was not closing the temp blend door there by allowing heated air to mix with the cooled airhe replaced the motor (one of six in the system) and got a reading of 45deg from the center front registeron 9/8/we had a complaint of rear a/c not blowing cold front a/c cold working normallydiagnosis revealed a restriction in the refrigerant system to the rear a/c being that this is a sealed system we recovered the refrigerant so we could open the system and clear the restriction in the rear a/c lineswe then recharged the system and verified the a/c was blowing coldthis was done no at no charge to the customeron 9/28/the customer returned a/c still not cold front slows to warm and rear not colddiagnosis revealed the rear expansion valve was plugged with debrisas this was the second issue with debris in the system we drained the system and checked the system for a cause of the debrisit didn't appear to be the contents of the desiccant bag that at times can fail contaminating the systemso we replaced the expansion valve and recharged the system and then checked pressures and found the compressor operating normallyas a restriction without a part failure is very rare I was able to use ford loyalty funds to cover this repair under goodwill and no charge to the customerthen on 11/2/the customer brought the vehicle in stating that she started the vehicle turned on the a/c and heard a loud metal scraping noise and smelled smoke from the ventswe verified there had been a catastrophic failure of the a/c compressorwe needed to replace the compressor, condenser, expansion valve, and the filter linethis is when we found out that the a/c compressor had been replaced by a third party in dec of because the parts was purchased over the retail parts counter and installed elsewhere the warranty only covered the replacement of the partno labor or related parts were coveredthe customer paid to have the system repaired and ford paid for the replacement compressormost recently the customer returned on 2/25/customer stating there is a knocking noise behind dash when starting vehicleand rear a/c blowing warmthe diagnosis showed that one of the front and one of the rear blend door motors are failing causing a clicking or knocking soundif upon disassembly the front blend door motor is the same as the one replaced earlier (keeping in mind there are four in the front a/c system we would be able to cover that portion under warrantyas for the rear and the front if not covered we would be willing to extend a discounted price to repair as Mrs*** is a long time customer of Fuller Ford and we appreciate that
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I wanted you to be aware that we contacted *** *** when we received the original complaintWe put her in touch with Ford Motor Credit to resolve her concernsI believe her issues have now been addressed.I also wanted you to be aware that my businesses, *** Ford, Honda and Kia were sold
to the Penske Group on 6/5/Penske is now the dealer operator for those three franchises.Let me know if you have any other questions.Thank you,*** ***
I see that the customer was not satisfied with our response, but they did not follow up with any additional information explaining why? As we stated in our first response, the part that was needed to insure that their safety restraint system would function properly was missing from their vehicle at the time of diagnosis. For customer satisfaction purposes, the customer was offered a discounted price to have the part installed and reset the system to insure proper operation. The customer accepted the offer at that time, the work was performed, the safety restraint system is now fully operational and the customer left our facility completely satisfied. We will be happy to consider further assistance if the customer can provide a good reason why this dealership should pay for a part that was missing from their vehicle prior to the first service visit with us.
I have attached copies of the work order, technician notes and final invoice from the customers original visit with us on 02/15/2016 and from the follow up visit on 02/26/2016 to assist you with understanding the concerns, diagnostics and repairs.Please refer to the attachment "[redacted] VISIT 1" for...
the following:Customer came in with three concerns "BATTERY DASH LIGHT IS ON", "A/C DOES NOT BLOW COLD" & "INSTALL ONE PAIR OF FACTORY HONDA WIPER INSERTS". Starting estimate $285.00 ($115.00 Charge system diagnostics, $150 A/C diagnostics & $20.00 Wipers). Page 1.1) Battery light was on because alternator was failing to charge properly. Total for diagnostics and replace alternator $743.00 parts & labor. Page 22) A/C not blowing cold because compressor clutch was not operating because it was not receiving voltage due to a faulty relay. Total for diagnosis and install new relay $150.00 parts & labor. Page 23) Wiper blades were not factory Honda, so the factory Honda wiper inserts would not fit correctly. No inserts could be installed, so there was no charge to the customer. Page 1 tech note "NOT OEM"The customer authorized replacement of the alternator and replacement of the A/C relay with the service advisor on 02/15/2016 @ 3:22 pm as noted on page 1 lower right under "REVISED ESTIMATE".Upon completion of repairs, technician verified Charging system was operating properly and dash warning light remained off. Also, A/C compressor clutch was operating and system was blowing cold.Even though the A/C was operating properly at that time, the service advisor made notes on the invoice under the A/C repair "PERFORMED A/C SERVICE, EVACUATED & RECHARGED SYSTEM AND ADDED DYETEST. INSPECTED & DID NOT FIND ANY LEAKS AT TIME OF INSPECTION. RECOMMEND CUSTOMER RETURN FOR FURTHER DIAGNOSIS IF A/C STOPS BLOWING COLD AGAIN". This statement was included because the A/C system is 10 years old and there are many other components that can fail and result in the same issue of "NOT BLOWING COLD". (Page 4)To assist the customer with the expense of the repairs, the advisor gave discounts of 10% off both repairs. Please refer to "[redacted] VISIT 2" for the following:Customer came back in on 02/26/2016 stating that the A/C was not blowing cold again. (Page 1)Technician performed a complementary "NO CHARGE" recheck and found the A/C compressor clutch and the system cooling properly, but the customer was not feeling the cool air because the blower fan that moves the air through the ducting and out through the vents in the cabin was not coming on. Upon further checking, it was confirmed that the blower fan was not getting power due to a faulty BLOWER MOTOR RESISTOR.The customer was given an estimate of $466.00 + tax for replacement of the blower resistor parts & labor. The customer then complained that the A/C not blowing cold was the same concern they brought it in for the first time and that we must have misdiagnosed it. Even though the advisor and technician both knew it was a different issue causing the same concern, 10 year old components as discribed above, the advisor told the customer we would give them the benefit of the doubt and credit them back the entire $135.00 that was spent on the A/C last visit toward the repairs needed this visit to restore their blower fan to working order. The revised repair cost after the credit was $351.00 out the door including tax (Page 2). The customer declined the offer, was not billed for any recheck fees and took their vehicle.Even though it is clear that a different component in now failing, I can appreciate the customer perspective that we must have misdiagnosed or perhapts misunderstood their initial concern, that is why we extended the offer of crediting 100% of the fees spent on the A/C concern during the initial visit.The customer stated that the A/C concern was the only thing they came in for the first time and that we charged them $800.00+ for the repairs and that we now wanted another $451.00 for replacement of the blower resistor. These are both incorrect statements as you can see from the attached documentation. The bulk of the money spent on repair the first visit was for the charge system diagnosis and the alternator replacement, which at this time are still working properly. So, while I do not feel we owe the customer a refund of the $135.00 spent for the A/C repair during their first visit, my offer still stands that I will be happy to apply the entire $135.00 toward the replacement of their blower motor resistor which would result in a final price of $351.00 for the needed repair.Thank you for your time and please let me know if I can be of any further help.[redacted]Service ManagerFuller Honda
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. I will wait for the business to perform this action and, if it does, will consider this complaint...
resolved. Good Morning, My name is [redacted], and on 6/3/15 I filed a business compliant with the Revdex.com regarding a failure to execute a business transaction by Fuller Ford, located in Chula Vista, CA. The case has been closed for a few days now, but I would like to inform you that the matter has since been resolved with this company. On 7/12/15, I reported to Fuller Ford to speak with a higher level management team member in hopes of finally resolving this ongoing issue. I was introduced to their General Sales Manager, [redacted], and he heard the issues that I have been experiencing with his company. Mr. [redacted] resolved the matter by writing off my balance owed of $250 (deferred deposit for car purchase), and he also guaranteed that he would be speaking with his staff members in the Finance Department regarding several these issues that caused an extreme inconvenience for me and my wife; this will hopefully also prevent future clients from experiencing the same issue(s). Please update your records to reflect that Fuller Ford, the business in which the original complaint was filed against, has resolved my quarrel.
Regards,
[redacted]
Revdex.com:
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.On Tuesday 11/8/16 afternoon around 5:30 I spoke with used car manger. At first he stated he was unable to except the return of the vehicle. As he continued to listen to my concerns in regards to the incomplete transaction he gave me the option to bring the vehicle for inspection having his technicians look at it and the general manager would make the decision. I felt very uneasy after my conversation with him as he he was unaware of the incomplete transaction and stated it must have slipped through the cracks.Due to this conversation I no longer have any trust in this dealership. I am willing to take the vehicle to another dealership for inspection
Regards,
[redacted]
Please see attachment #1 for repair order #[redacted] where the technician completed multiple open recalls on this customers vehicle. On job line "C", you will see Safety Recall #15-013 which requires replacement of the SRS System Control Unit. This is the control module for the entire safety restraint...
system and all related sensors & components. Honda has determined that the control units on this year and model are defective and may not operate the safety restraint system properly. The installation of this control unit did result in the dash warning light coming on because now that the vehicle had a properly functioning control module, it picked up on a pre-existing condition that the vehicle had within the safety restraint system before it came in for service. See the following explanation:Please see attachment #2 for repair order #[redacted] when the customer came in with the concern of the dash warning lights on following the recall work performed on attachment #1. I, the Service Manager, authorized a complementary recheck of the vehicle to determine the cause of the lights coming on following the last repairs. The technician used the scanner to determine the problems that were causing the lights to come on. See the technician notes on the front of the repair order where it shows codes 44-11 No signal from the right side impact sensor and 85-79 OPDS sensor initial check failure. I authorized the technician to access the right side impact sensor and perform a test on the part to determine if it was failing. Upon removal of the right side pilar cover to gain access to the part, the technician discovered the part was missing. At that time, it was determined that the original faulty SRS control module must not have triggered the light from the missing part, but now that the vehicle had a properly functioning control unit, it is warning the driver of the vehicle that there is a part missing that is causing a problem with the system.I explained to the customer how the missing part was a pre-existing condition and how the new control unit was now picking up on it. I explained that the SRS system would not function properly without that part and if he wanted to replace it, I would give him a discounted price for customer satisfaction. The parts, labor & tax to replace the missing sensor is $300.20, but I agreed to do the whole job for $$183.29 which the customer agreed to and paid. Once the work had been performed, the technician cleared the codes and retested the system for proper operation and all tested good. The customer seemed to be happy with the results and went on his way. This is the first I have heard that he was not satisfied with the repairs that were made and the large discount that was given to help keep the costs down for him.In conclusion, this facility can not be responsible for a part that did not exist in the vehicle prior to any recall repairs. I feel the customer was given a very fair deal considering the part missing had nothing to do with the work we performed.
Revdex.com:
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.
Regards,
[redacted]
I do reject the response from [redacted]. First off, they charged me for brake cleaner, they charged me a $50.00 core fee when they had the cores when they had the cores, there was no reason to charge me a core fee. Further more me $936.00 for a transmission pump that was never installed. The first visit they had my truck for 12 days and when I picked up the truck it was worse off then when I brought to them. Brought the truck back numerous times for my truck to be repaired and I just kept getting blown off. They wouldn't fix my truck, they had no intent on fixing my truck they just wanted my money. And to charge me for an additional costly repair. This is my work truck, I needed my truck I don't have time to play their game. I took my truck to Rapid Transmission and they had diagnosed and repaired my truck in less then 4 days at a cost of $2,500.00 dollars. I offered [redacted] of the findings from Rapid Transmission and it was never mentioned in [redacted] replay regarding the pump that was never installed. [redacted] test drove my truck, that's true and he even said, "Oh that was a funky shift!" He also experienced the torque converter locking up to create a stall which he never mentioned in his reply. I don't know what else to say, they just kept blowing me off, they never called me to let me know the part was in or never returned my phone calls, I had to initiate all contact with them.
Mr. [redacted] brought his truck in for a transmission oil leak;
we diagnosed and recommended replacement of the pump and torque convertor. A Ford
convertor was not readily available, so after receiving the customer’s approval
to use an aftermarket convertor we completed the repairs. A short time...
after
the repairs were completed Mr. [redacted] returned with a complaint of the vehicle
stalling at stop as if you were driving a manual transmission and didn’t apply
the clutch while stopping. The concern as described sounded like the torque
convertor clutch was staying engaged while stopping. We drove the vehicle at
length and were unable to verify this condition. Due the insistence of the
customer that this was happening, and since we had recently replaced the torque
convertor, we decided replace the torque convertor for customer satisfaction
reasons. Again Mr. [redacted] returned stating that the truck was still acting up at
which time the service manager [redacted] made himself available to road test
with Mr. [redacted]. We drove together with [redacted] driving and Mr. [redacted] directing him
as to where and how to drive to get it to act up. After just over an hour of
driving in an attempt to duplicate the stalling concern, we decided to let the
vehicle cool down and try it again. Mr. [redacted] waited at the dealership for the
vehicle to cool. After 90 minutes or so I approached Mr. [redacted] and we decided
that again for satisfaction purposes the dealership would install another
converter, this time a factory Ford torque convertor was available so I agreed
to install it at no additional charge to the customer. During the same
discussion, I advised him that at this point if the claimed stalling condition continued,
that it was obviously not the convertor and would most likely be an internal
issue with the transmission and we would have to duplicate the concern before
we would continue with any further repairs. I also advised him that if the
internal failure was anything other than the pump or torque convertor we had
replaced to fix the transmission leak, he could be responsible for the repairs.
This was the last we heard from Mr. [redacted] and we assumed the vehicle was fixed
until we received a request for refund and this complaint. The rapid
transmission receipt we received from Mr. [redacted] states that the pump was
worn/damaged but it never stated, as claimed by Mr. [redacted], that the part wasn’t
replaced. If there was a failure due to the pump, it would have been covered under
warranty if repaired at a Ford dealer. Furthermore the claim from Rapid
transmissions that the overdrive sprag was somehow damaged during the previous
repairs seems very unlikely if not impossible being that the overdrive sprag in
part of a sub assembly not removed or disassembled during a pump or convertor
replacement. In fact, Ford has had failure issues with the original engineering
of the sprag resulting in at least two redesigns that I am aware of. With all
this information, we believe that not only did we do everything we could to
assist this customer with his concern, but would have gladly looked into it
further if he were able to demonstrate the stalling concern at any time during
our extended test drives together. The initial customer concern of transmission
leaking was diagnosed and repaired properly. We attempted to do all we could to
help the customer with his other claim of engine stalling even though we never
duplicated the concern. If the transmission had a failure due to another
internal part and the customer elected to have repairs completed by another
facility, we fail to understand our responsibility in this situation. Please
let us know if you have any further questions regarding this matter and we will
be happy to cooperate.
This customer talked with our used car manager this week and was supposed to bring the vehicle in for an inspection. It is now Friday afternoon and we have not seen the customer or the vehicle. We are happy to assist in any way we can, but we have to see the vehicle first. Please have the customer...
comtact me between 7:00am-3:00pm Monday-Friday and I will be happy to schedule the inspection. (619)621-3250.Thank you, [redacted]Service DirectorFuller Honda
I [redacted] GSM for Fuller Kia have personally attempted to make contact with customer via phone call. 09/21/2016 at 12:25pm I reached out to [redacted] to figure out if indeed the vehicle did not come with the equipment that was suggested as per the vehicle monroneyor if maybe she does not...
now how the function works. I will continue to reach out to resolve this issue.
Revdex.com:
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.
Regards,
[redacted]
Revdex.com:
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 cannot accept that the manager of Honda Fuller saying I'm not telling the truth about my complain they said that we agree to those charges that they applied yes we did because as an ordinary person who do not know anything in about vehicle problem of course we trust them and we put our safety in their hands but the thing is our main concern is the air conditioning which is still the problem that we have right now, I have to trust them that they will do their very best to do their job with honesty but I was so disappointed and now is seem like i'm the one who's not telling the truth I don't owe them anything I pay them in full but the problem is still there. I learned my lesson now if they don't admit it that's fine we are not going back to that place anymore they are not the only place that we can ask for service (honest service)and We're not going to deal with anymore. Revdex.com thank you for your help.
Regards,
[redacted]