Clarion Ford-Mercury

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
At no time during this engagement did I behave in any way other than rationally ***'s job is not to wrestle the keys out of the hands of customers Expecting any employee of a company to do this is reckless and irresponsible.At the time when I scheduled the appointment with Clarion Ford I notified them that the scan code relative to the recall was present and was not informed that if damage related to the recall was found, I would be required to pay additional fees.Following my engagement with Clarion Ford I contacted another Ford dealership They diagnosed the issue and repaired my vehicle free of charge in accordance with the recall, Ford Motor Company policy and federal law They were made aware of the work(or lack thereof) performed by Clarion Ford and agreed that repairs should have been performed free of charge.Expecting to make money on a *safety recall* by deceiving your customers is despicable and illegal according to federal law(Title of the United States Code, Chapter 301)
Regards,
*** ***

We received the complaint for Mr. [redacted] wanting a refund of $58.00 for diagnosis of his vehicle. As he stated the recall which his local mechanic told him his scan tool identified had already been completed on his vehicle. Scan tools at independent repair shops are not compatible with Ford...

Motor Company or other manufacturers diagnostic computers- as this situation highlights. Upon presenting his vehicle for service, the previous completion of the recall 14S05 to reprogram the power steering control module was-verified. He chose to leave it to be looked at by a Ford certified technician for a steering wheel vibration.  The technician performed an inspection and diagnosed it using a Ford factory computer that communicates directly with Ford and the vehicle. The code present was extracted and a quote given for repair. Mr, [redacted] declined to proceed with the repair and was only charged for the diagnostic time. He became hostile and threatening to the service advisor ([redacted]) and ripped the keys out of her hand causing her bodily damage. The police arrived and informed Mr. [redacted] that he had to pay his bill to remove his vehicle. He did so.  If he wants reimbursed for diagnostic/ scan time, he should seek repayment from the independent repair shop.

Review: Several months ago I had been contacted by Ford Motor Company to bring my car into a dealership because of a recall(http://www-odi.nhtsa.dot.gov/owners/SearchResults?refurl=email&search...⇄ />
The recall involved the reprogramming of a control module that prevented the car from reverting to manual steering in the event that the torque sensor failed. At that time the reprogramming was performed. As time went by, my power steering functionality in my car began performing worse and worse. I recently took my vehicle to a local mechanic. They performed a diagnostic which revealed the scan code specified in the recall details. At that time I contacted the Clarion Ford dealership. I informed them that I had already been in and had the recall performed. They verified that. I informed them that the scan code specified by the recall was presenting upon diagnostic. The impression they gave me during this conversation was that my vehicle was not safe to drive and would be repaired according to the recall when I brought it in to the dealership. I set up an appointment.

I dropped my vehicle off yesterday (2/19/2015) at 7:45am for the 8:00am appointment. I asked how long the repair would take. The woman at the counter([redacted]) informed me that they would have to see what was wrong with it first. I informed her that a diagnostic had already been performed and that the scan code for recall 14v284 was present. We verified that I had already been in and had the control module reprogrammed. This was [redacted]'s opportunity to do the right thing and let me know that in the event that the scan code was presenting, I would have to pay out of pocket for any additional repairs done since they had already reprogrammed the control module. I would have simply left.

I received a phone call at 6:34pm(from [redacted] the shop manager) that evening with details regarding my vehicle. I was informed that I would have to spend 830$ to have the repair performed and an additional 58$ for the diagnostic. I informed [redacted] that I had already had a diagnostic performed prior to making the appointment and that I was asked under false pretenses to bring the vehicle in for a repair Clarion Ford never intended to perform free of charge. I told [redacted] I wasn't paying a dime. When I picked my vehicle up I was required to pay 58$ or I wasn't allowed to leave with my car.Desired Settlement: I would like a refund of the 58.00 that I paid.

Business

Response:

We received the complaint for Mr. [redacted] wanting a refund of $58.00 for diagnosis of his vehicle. As he stated the recall which his local mechanic told him his scan tool identified had already been completed on his vehicle. Scan tools at independent repair shops are not compatible with Ford Motor Company or other manufacturers diagnostic computers- as this situation highlights. Upon presenting his vehicle for service, the previous completion of the recall 14S05 to reprogram the power steering control module was-verified. He chose to leave it to be looked at by a Ford certified technician for a steering wheel vibration. The technician performed an inspection and diagnosed it using a Ford factory computer that communicates directly with Ford and the vehicle. The code present was extracted and a quote given for repair. Mr, [redacted] declined to proceed with the repair and was only charged for the diagnostic time. He became hostile and threatening to the service advisor ([redacted]) and ripped the keys out of her hand causing her bodily damage. The police arrived and informed Mr. [redacted] that he had to pay his bill to remove his vehicle. He did so. If he wants reimbursed for diagnostic/ scan time, he should seek repayment from the independent repair shop.