Boulevard Ford Lincoln Georgetown

We are responding to ID # [redacted] submitted by [redacted] The customer came in on September 20, to have a recall service performed,which was a power steering reprogramOn Saturday evening he called saying that his ABS brake light was onOn September 22, he called our Service Department and our Service Manager, [redacted] , received the phone callWithin minutes, [redacted] went to [redacted] 's house to drop off a loaner car and pick up [redacted] 's vehicle to bring back to service to perform the diagnosis that afternoon Our Senior Master Ford Technician diagnosed the problem as the ABS Module [redacted] then spoke with [redacted] and explained the outcome of the diagnosis [redacted] then contacted [redacted] at Ford on the Customer Service Team and worked on getting support for the customer Being the customer was not the original owner and the vehicle was a 2008, Ford would only do 20% at warranty [redacted] discussed this with [redacted] and explained that he was going to try and get Ford to do more [redacted] then received authorization from Ford to do 60%, which would be $covered by FordThe customer would have to pay $of the $1, [redacted] declined,stating that someone was paying for his repair, but not him and that he does not feel he should pay, the dealer should cover all of the costsHe then spoke with [redacted] ,our Sales Director,and stated the same thingThe customer contacted Ford and they only backed up the original offerIt was then turned over to [redacted] in Detroit, part of the legal team for FordShe contacted our Service Manager and insisted that Ford went above policy to offer 60% and would not be offering any additional money towards the repair At this point, the customer has paid nothing towards the repair of the vehicle and therefore this claim is really a moot point because we have not charged him anything

We are responding to ID # [redacted] submitted by [redacted] on 10/9/Please excuse our delay in responding as we have had some personnel changesUnfortunately,this case did not get transferred to the correct personPlease accept our response outlined below Date In: 7/14/14- Customer stated that the engine revs highWe found that the air filter was not properly seated and was allowing air and debris to pass thus damaging the Mass Air Flow SensorDuring this visit, we also discovered that the Throttle Body Shaft had wear because it too was not seated properly with carbon buiin the Idle Air ControlRepairs to the Throttle Body were necessary to avoid further damage to other componentsPlease see attached Repair Order Total Cost to Customer: $ Date tn; 7/18/- Customer stated that the engine still revs highThe vehicle had to be towed in and we found that there was an unsecured wire harness making contact with the NC line at the rear of the engineWe repaired the wires and re-secured the harness to keep it from movingAs a goodwill gesture, there were no charges passed on to the customer for the towing or the repairPlease see attached Repair Order Value of the Towing Service: $Cost to Customer for Towing: $ Value of Repairs: $ Cost to Customer for Repairs: $ Date I n: 7/22/-Customer stated the vehicle stalled and wouldn't go into gearThe vehicle had to be towed inWe found that the alternator was not charging and read volts/O ampsWe replaced the faulty alternatorPlease see attached Repair Order Value of the Towing Service: $Cost to Customer for Towing: $ Total Cost of Repairs to Customer:$ Please note that all three visits were not related and each was a separate issue with the vehicleA vehicle of this age and total mileage (124,129) is expected to experience such issuesHowever, with these repairs and proper maintenance in the future these components should remain reliable In her notice,Ms [redacted] states that she wants us to return $for unnecessary repairsto the Throttle BodyHowever, those repairs were indeed necessary because this component was showing wear and allowing carbon build upHad the repairs to the Throttle body not been done at this time,the customer would have continued to experience difficulties and possibly additional damage to her vehicleWe feel we have already forgiven repair and towing costs as stated above and cannot extend any further discounts

Revdex.com: I sincerely apologize I could not be be reached by BoulevardI work til or even later most days and am not permitted access to my cell phone during work hoursAnd was not aware of voicemails until I checked todayI was told by a mechanic at my dealership that the gps could not have caused the issueI was never told that the cluster had to be sent away and the information transferred from the old unit to the new oneThat would explain why it took two and a half weeks to repairIn fact, I was only given information on my vehicles status through calls I initiated over the two and half weeks (in one call was told the tech stopped working on my vehicle to work on something else) and was never offered a loaner and when I finally inquired about one during the second week I was told on occasions there were none availableI accept the but I do not trust this company to take my vehicle/time as a priority as evidenced by my aforementioned experiences thus far with themI can not afford to lose anymore days of work and as my commute is an hour a vehicle is a necessityI will contact the DMV to see if documentation of the mileage issue will be acceptable Regards,

We are responding to *** ***'s response regarding ID # ***When the vehicle originally came in for the engine revving high, the service department found that the air filter was not properly seated and was allowing unfiltered , contaminated air and debris to pass throughThis resulted in a damaged Mass Air Flow SensorUpon inspection, a concern with the throttle body was foundWe called and received approval to perform these repairsRepairs to the throttle body and the mass air flow sensor were necessaryThe vehicle was taken on a road test and the problem did not reoccur during that time
The customer called approximately a day later and said that the vehicle was still revving, so we had it towed in at no charge to the customer Faulty wiring was found and the issue was corrected at no charge to the customer as well The customer then had another issue and the vehicle stalled and would not go into gear We had it towed in again at no charge to the customer The vehicle needed an alternator , which the customer paid to have replaced
Full payment was made, thus creating a contractual agreement of charges for service performed The service manager, *** *** then had several conversations with Mr*** and he mentioned that he was looking for a labor discount for the inconvenience *** *** then asked him what he was looking for in a discount Mr*** was not sure, but he mentioned he would be satisfied with a discount off the labor Then Mr*** mentioned 20% off
laborBased off the labor amount, this would have made the credit amount approximately $100.00, which Mike Bullis was willing to doHe then mentioned that he thought Mrs*** would be looking for more, but he would confirm it with her*** *** explained that this would be a goodwill gesture as the towing and wiring correction were done at no charge to themThe 20% credit, based off labor amount was declined by the customers
*** *** also tried to get Ford to cover the throttle body repair, but Ford declined and would not cover the cost
The repairs that were done to the vehicle were necessary in order to repair the vehicle, regardless of order completedFixing the wiring alone would not have resolved the issue because of the contamination debris and the throttle body concernPreston's Boulevard Ford has done everything we can to resolve Mrs*** 's concern
Sincerely,
*** ***
*** *** *** *** *** ***
*** ** *** *** * *** * ** ***
*** * ***
** *** *** ***

We are responding to *** ***'s response regarding ID # *** ***'s vehicle has been diagnosed,but he is unsatisfied with the outcomeNot only did we diagnose the vehicle at no charge to him on September 22, 2014,we were able to get Ford Motor Company to participate 60% of the $1,repairTherefore, Ford offered to part cipate $towards the repair as a goodwill gesture While we diagnosed the concern and waited on Ford to make a decision,the customer was given a loaner vehicle at no charge to him
*** *** contacted Ford Customer Relations about his concernFord Motor Company confirmed the offer that was presented*** was still not satisfied with outcome so his case was then turned over to *** ***, Executive Liaison at Ford Motor CompanyIn the case notes attached,A Ford Motor Company Representative stated "Generally speaking, 14.SOS will not lead to an ABS failure." was the recall performed*** *** reached out and also extended the offer and *** *** declinedAccording to the attached case notes,*** *** indicated that he had filed a claim with the Revdex.com and will file a lawsuit against Ford Motor Company
Please see the attached case notes from Ford Motor Company for your review
In closing,*** *** has been given the diagnosis and an offer of $towards the repair that heis not satisfied withFord Motor Company has also extended the same offer and explained the reprogramming of the power steering had no effect on Anti-Lock Brake SystemNot sure the credentials of *** ***'s technician that indicates the reprogramming affected his brake system, but Ford engineers stated it does notPreston's Boulevard Ford has done everything we can to resolve *** ***'s concern

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.
 The car has 4 warning lights on after the installation of the recall software.  The complaint is not "moot" as the reply states. The warning light cause needs to be addressed and the service from Ford to a repeat customer has been very poor.  These are the reasons for the complaint.  To recap the issue. the car has 22K miles and never a repair or problem.  After repeated attempts to get a power steering recall addressed, Ford service installed software. According to another service station who ran diagnostics on the 4 warning light car, the cause  is  the recall software and/or the installation.  This was confirmed by a Ford technician according to the service station who performed the diagnostics.  These are  the facts. 
My request is that Ford repair the car at no charge.
Regards,

We are responding to ID # [redacted] submitted by [redacted] on 10/9/2014. Please excuse our delay in responding as we have had some personnel changes. Unfortunately,this case did not get transferred to the correct person. Please accept our response outlined below.
Date In:...

7/14/14- Customer stated that the engine revs high. We found that the air filter was not properly seated and was allowing air and debris to pass thus damaging the Mass Air Flow Sensor. During this visit, we also discovered that the Throttle Body Shaft had wear because it too was not seated properly with carbon build-up in the Idle Air Control. Repairs to the Throttle Body were necessary to avoid further damage to other components. Please see attached Repair Order.
Total Cost to Customer: $1581.61
Date tn; 7/18/14 - Customer stated that the engine still revs high. The vehicle had to be towed in and we found that there was an unsecured wire harness making contact with the NC line at the rear of the engine. We repaired the wires and re-secured the harness to keep it from moving. As a goodwill gesture, there were no charges passed on to the customer for the towing or the repair. Please see attached Repair Order.
Value of the Towing Service: $125.00 Cost to Customer for Towing:  $0.00
Value of Repairs: $229.00
Cost to Customer for Repairs: $0.00
Date I n: 7/22/14 -Customer stated the vehicle stalled and wouldn't go into gear. The vehicle had to be towed in. We found that the alternator was not charging and read 12 volts/O amps. We replaced the faulty alternator. Please see attached Repair Order.
Value of the Towing Service: $125.00 Cost to Customer for Towing: $0.00   Total Cost of Repairs to Customer:$749.35
Please note that all three visits were not related and each was a separate issue with the vehicle. A vehicle of this age and total mileage (124,129) is expected to experience such issues. However, with these repairs and proper maintenance in the future these components should remain reliable.
In her notice,Ms. [redacted] states that she wants us to return $400.00 for unnecessary repairsto the Throttle Body. However, those repairs were indeed necessary because this component was showing wear and allowing carbon build
up. Had the repairs to the Throttle body not been done at this time,the customer would have continued to experience difficulties and possibly additional damage to her vehicle. We feel we have already forgiven repair and towing costs as stated above and cannot extend any further discounts.

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.
I have read Ford response. However I am still unhappy with this matter. They fixed an air filter matter that wasn't the cause of my cars problem. I was not looking to put that much money given the mileage and age of the car. Had what they found with the air filter been the problem there wouldn't be an issue. But it wasn't. I wasn't even 10 miles down the road and the car acted the way it did when I first brought it in. So clearly the issue wasn't fixed and it was misdiagnosed by Ford. Therefore the cost I should have paid was 223.00 not 1500.00 for a simple wire harness issue.
I wasn't going to keep the car past September so the bottle throttle would not have been my problem to repair. I was in the market for a new vehicle as it was and was looking to limit the cost on the car. And with them being wrong on the car clearly I have invested more than I should have. Yes they covered towing cost however They did not fix the vehicle correctly and made me have things done to my car that did not require action. I have called this company once a week and nobody returns calls and when I do talk to someone its a voicemail or I get pushed to someone who isn't in the office and never is. I am so disappointed in this company and feel I still need money back from them. As you can see I am not asking for a lot of money.
Since the stage 2 of fixing only cost roughly 200.00 totals. They call it goofd faith and I say it was they knew they made a mistake with my car and what was wrong with it.
So no I wont except this from them.

Revdex.com: I sincerely apologize I could not be be reached by Boulevard. I work 7 til 8 or even later most days and am not permitted access to my cell phone during work hours. And was not...

aware of voicemails until I checked today. I was told by a mechanic at  my dealership that the gps could not have caused the issue. I was never told that the cluster had to be sent away and the information transferred from the old unit to the new one. That would explain why it took two and a half weeks to repair. In fact, I was only given information on my vehicles status through calls I initiated over the two and half weeks (in one call was told the tech stopped working on my  vehicle to work on something else) and was never offered a loaner and when I finally inquired about one during the second week I was told on 3 occasions there were none available. I accept the 114.95 but I do not trust this company to take my vehicle/time as a priority as evidenced by my aforementioned experiences thus far with them. I can not afford to lose anymore days of work and as my commute is an hour a vehicle is a necessity. I will contact the DMV to see if documentation of the mileage issue will be acceptable. 
Regards,

We are responding to ID # [redacted] submitted by [redacted]. The customer came in on September 20, 2014 to have a recall service performed,which was a power steering reprogram. On Saturday evening he called saying that his ABS brake light was on. On September 22, 2014 he called our Service...

Department and our Service Manager,[redacted], received the phone call. Within 30 minutes,[redacted] went to [redacted]'s house to drop off a loaner car and pick
up [redacted]'s vehicle to bring back to service to perform the diagnosis that afternoon.
Our Senior Master Ford Technician diagnosed the problem as the ABS Module.  [redacted] then spoke with [redacted] and explained the outcome of the diagnosis.  [redacted] then contacted [redacted] at Ford on the Customer Service Team and worked on getting support for the customer.
Being the customer was not the original owner and the vehicle was a 2008, Ford would only do 20% at warranty. [redacted] discussed this with [redacted] and explained that he was going to try and get Ford to do more. [redacted] then received authorization from Ford to do 60%, which would be $900.00 covered by Ford. The customer would have to pay
$600.00 of the $1,500.00. [redacted] declined,stating that someone was paying for his repair, but not him and that he does not feel he should pay, the dealer should cover all of the costs. He then spoke with [redacted],our Sales Director,and stated the same thing. The customer contacted Ford and they only backed up the original offer. It was then turned over to [redacted] in Detroit, part of the legal team for Ford. She contacted our Service Manager and insisted that Ford went above policy to offer 60% and would not be offering any additional money towards the repair.
At this point, the customer has paid nothing towards the repair of the vehicle and therefore this claim is really a moot point because we have not charged him anything.