I apologize this has happened. Please contact [redacted] Service Director Maxwell Ford, at [redacted]. We need to see what we can do to help and get you back on the road.
We diagnosed the check engine light on the Dodge Ram 1500 that Mr. [redacted] purchased from us. The problem that we diagnosed was the coolant bypass valve - and that is what we agreed to replace. Mr. [redacted] asked to take his truck to Nyle Maxwell Dodge, (not associated with Maxwell Ford)...
instead of us repairing it. Nyle Maxwell Dodge diagnosed the vehicle and replaced the reuctant sensor instead of the coolant bypass valve. At the customer's request we paid this bill instead of the known issue that we had diagnosed of the coolant bypass valve. This being the case, Nyle Maxwell Dodge or the customer, needs to pay for the original problem that we agreed to fix, because we have already paid to fix another issue at the customer's request.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have asked my Finance Director to contact the customer to try and resolve some of these issues. The maintenance plan the customer purchased is good at any Ford dealership. There is no reason a Ford store would not accept the plan. It's a Ford maintenance plan. A Ford dealer...
is required to accept Ford Maintenance plans. [redacted] General Manager/Market Director Austin Maxwell Ford
Complaint: [redacted]
I am rejecting this response because: the repair charges where not waranted,and the treatment unjustified. Regardless if they use that oil in their shop does not matter. They can look at their cameras I went to pick up my vehicle and it was left in that condition I was never notified of certain repairs and they noted I declined repairs for some repair and charged me almost 800.00 for a battery repair. When declining repairs to the suspension. They left my vehicle in the condition it was in, I wanted them to check my sdm because of the water intrusion they said they did, which is another lie because now I have a vehicle with an airbag light on. If it blows in my face, I will be contacting an attorney. I dont believe they checked anything. I have taken my vehicle to another shop for repairs given them the diagnostic form provided by the dealership and the showed me where the repairs I was quoted were not correct. I am sorry theater Mr. [redacted] feels my vehicle is not worth repairing, but I also have a problem with any manager or director that cant return a complaint call and advises others to do it for him. THIS DEALERSHIP HAS DONE THIS NOT ONLY TO ME BUT SEVERAL OTHER PEOPLE IN AUSTIN. They over charge and in my cause I declined a repair and the soaked my vehicle. I was told that they run the car through a wash but prior to release it should be inspected if my vehicle had been it would not have been returned in the condition it was in.
Regards,
[redacted]
Initial problem still existed with second transmission and it is clearly stated that no applicable codes when first transmisson was diagnoses. The service rep that called said the transmission was a sealed transmission and there was not way to even check the fluid. I have done this my self its just not easy. Was also told that there we multiple codes for my transmission in 4th gear. Informed her it was only in during occasional down shifting. She said that they looked into it and 4 gear was starting to show color change in the gears which shows heat stress. Gave the go ahead with the job and as long as I could see proof that the work was needed when I picked my truck up. Was never able to see any proof that a new transmission was required.
Complaint: [redacted]
I am rejecting this response because:your servicec manager dinied us our service contract and made us pick up our vehicle cause they said they were not going to work on it and this is going to be an he said...
she said type of deal cause they are not going to own up to there rude disrespectful mistakes making ford look bad espically being such a big company but they dont care if they loose 1 customer at leats thats the attitude there at maxwell so so sad to have a service team this disorganized
Regards,
[redacted]
Mr. [redacted], My name is [redacted] and I am the new GM at Maxwell Ford. I apologize you have not received your copies of the paperwork yet. I will get the paperwork in a FedEx to you ASAP. Is there an email address I can send the tracking number to? Thanks, [redacted]
We stand by our initial response. This complaint dates back to 09/15/2017, the first and only time he visited our service department. He authorized the repair and the amount. We were not given the opportunity to resolve the issue initially, he took it upon himself to take it somewhere else.
I apologize this has happened. Please contact [redacted] Service Director Maxwell Ford, at [redacted]. We need to see what we can do to help and get you back on the road.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
We diagnosed the check engine light on the Dodge Ram 1500 that Mr. [redacted] purchased from us. The problem that we diagnosed was the coolant bypass valve - and that is what we agreed to replace. Mr. [redacted] asked to take his truck to Nyle Maxwell Dodge, (not associated with Maxwell Ford)...
instead of us repairing it. Nyle Maxwell Dodge diagnosed the vehicle and replaced the reuctant sensor instead of the coolant bypass valve. At the customer's request we paid this bill instead of the known issue that we had diagnosed of the coolant bypass valve. This being the case, Nyle Maxwell Dodge or the customer, needs to pay for the original problem that we agreed to fix, because we have already paid to fix another issue at the customer's request.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have not heard back from the buisness
Regards,
[redacted]
[redacted], the Service Director, will contact you today or tomorrow regarding your issue.
I have asked my Finance Director to contact the customer to try and resolve some of these issues. The maintenance plan the customer purchased is good at any Ford dealership. There is no reason a Ford store would not accept the plan. It's a Ford maintenance plan. A Ford dealer...
is required to accept Ford Maintenance plans. [redacted] General Manager/Market Director Austin Maxwell Ford
This customer has there paperwork and license plates. [redacted] General Manager/Market Director Austin Maxwell Ford
Complaint: [redacted]
I am rejecting this response because: the repair charges where not waranted,and the treatment unjustified. Regardless if they use that oil in their shop does not matter. They can look at their cameras I went to pick up my vehicle and it was left in that condition I was never notified of certain repairs and they noted I declined repairs for some repair and charged me almost 800.00 for a battery repair. When declining repairs to the suspension. They left my vehicle in the condition it was in, I wanted them to check my sdm because of the water intrusion they said they did, which is another lie because now I have a vehicle with an airbag light on. If it blows in my face, I will be contacting an attorney. I dont believe they checked anything. I have taken my vehicle to another shop for repairs given them the diagnostic form provided by the dealership and the showed me where the repairs I was quoted were not correct. I am sorry theater Mr. [redacted] feels my vehicle is not worth repairing, but I also have a problem with any manager or director that cant return a complaint call and advises others to do it for him. THIS DEALERSHIP HAS DONE THIS NOT ONLY TO ME BUT SEVERAL OTHER PEOPLE IN AUSTIN. They over charge and in my cause I declined a repair and the soaked my vehicle. I was told that they run the car through a wash but prior to release it should be inspected if my vehicle had been it would not have been returned in the condition it was in.
Regards,
[redacted]
Initial problem still existed with second transmission and it is clearly stated that no applicable codes when first transmisson was diagnoses. The service rep that called said the transmission was a sealed transmission and there was not way to even check the fluid. I have done this my self its just not easy. Was also told that there we multiple codes for my transmission in 4th gear. Informed her it was only in during occasional down shifting. She said that they looked into it and 4 gear was starting to show color change in the gears which shows heat stress. Gave the go ahead with the job and as long as I could see proof that the work was needed when I picked my truck up. Was never able to see any proof that a new transmission was required.
Complaint: [redacted]
I am rejecting this response because:your servicec manager dinied us our service contract and made us pick up our vehicle cause they said they were not going to work on it and this is going to be an he said...
she said type of deal cause they are not going to own up to there rude disrespectful mistakes making ford look bad espically being such a big company but they dont care if they loose 1 customer at leats thats the attitude there at maxwell so so sad to have a service team this disorganized
Regards,
[redacted]
customer picked up the vehicle and is having repaired elsewhere.
Revdex.com:
This situation has in terms of the requested material come to an end.
Regards,
[redacted]
Our used vehicle director, Ike Haines will be in touch with the customer to resolve the issue.
Mr. [redacted], My name is [redacted] and I am the new GM at Maxwell Ford. I apologize you have not received your copies of the paperwork yet. I will get the paperwork in a FedEx to you ASAP. Is there an email address I can send the tracking number to? Thanks, [redacted]
We stand by our initial response. This complaint dates back to 09/15/2017, the first and only time he visited our service department. He authorized the repair and the amount. We were not given the opportunity to resolve the issue initially, he took it upon himself to take it somewhere else.