CN Ostrom & Son Inc

From: *** ***] Sent: Friday, March 03, 1:PM To: *** *** *** Subject: [SPAM?] RE: *** *** *** *** dropped off his *** *** *** *** with 81,miles on November 28, for a diagnosis as to why his
MIL (malfunction indicator lamp) was coming onHe stated the warning lamp would come on at cold starts and go out after starts*** *** also stated he was told the #cylinder was misfiringHe was quoted our diagnostic fee of $and our technician proceeded to inspect the vehicle for the symptoms described by *** *** The vehicle was not misfiring or running rough and the MIL lamp was not onThe technician found no DTC’s (diagnostic trouble codes) active or stored in the vehicle’s computerWhen the MIL comes on the vehicles computer retains the DTC’s in its memory for at least starts unless someone clears the DTCSince the vehicle appeared to be running fine our technician inspected all of the most common components that normally would cause a misfire concern such as spark plugs, ignition coils and fuel injectorsAll the ignition and fuel components we inspected appeared to be in good working conditionWe performed a combustion chamber cleaning to help remove carbon deposits that normally develop in an engine and have been known to create misfiresThe charge of $($+ $tax) was for the combustion cleaning, the inspection and the testing of the ignition & fuel system componentsThe charges are justified and the customer received these services regardless of the misfire not occurring at this timeIn addition, misfires caused by a mechanical failure such as a cylinder head are usually not intermittent and misfires, regardless of the cause normally don’t lead to major engine damage such as a “blown engine” *** *** Service Director *** *** *** ***

Complaint: ***
I am rejecting this response because:As a year customer that has spent over $15,in service and repairs at this Dealer I am rejecting this Service Managers response for several reasons:The response is not true If there was no Diagnostic Trouble Code (DTC) and no problem, why did the Dealer continue to work on the vehicle above the $diagnostic fee without my approval? The fact is that there were misfires in Cylinder #and the Service *** *** ** *** confirmed to me that the technician, *** witnessed the misfires I was told by *** *** that they spent several hours working on the vehicle and could not find out what was causing the misfires in Cylinder # She said if I wanted to go further it would cost me four (4) additional hours of labor at $126/hour to investigate the issue It was clear to me at that point that they had no idea what they were doing and I asked them to return my vehicle There was a significant mechanical issue in Cylinder #that was missed by the Dealer diagnostic A very simple, basic, and standard cylinder compression test revealed the problem in less than minutes It turned out to be a #exhaust valve issue that required a cylinder head replacement The cylinder head replacement was performed within two weeks of this November 28, Dealer visitThis Dealer was not able to diagnose a simple mechanical engine problemWithout my approval this Dealer performed additional, unwanted, work on my vehicle and charged me for that service. Since the Dealer was unable to perform the requested service and the service was the most basic in nature, I believe I am entitled to a full refund of $201.00.
Sincerely,
*** ***

We reject the response from the consumer and stand by our original stated response.  We are not going counter offer or issue any refund or credit.

The vehicle the customer leased was not equipped with a back up camera and the customer was not charged for a back up camera.  Since the customer was not charged for a back up camera we tried to offer a compromise and pay for half of the back up camera and the customer pay for the other...

half.  Since this was not acceptable to the customer  the Sales manager has since offered to pay for the entire back up camera.  This is a copy of letter sent to the customer from our Sales manager: [redacted] Sorry for all of the confusion, but I looked at the deal and all of the paperwork in the deal and the correspondence between you and our Internet Sales Manager here and there is nothing on any of our paperwork that says there was supposed to be a back up camera included.  When you came in on the Saturday and Stacey our Sales Person helped you, he thought he was doing the right thing by offering you to take a Patriot that was outside to lunch with you to get the feel of the vehicle.  He put you in a 2016 and had told you that was not the vehicle you were getting and that you would be getting a 2017.  At no time was he trying to be misleading, he was trying to be helpful.  Stacey brought your complaint to the Sales Manager and said you were unhappy.  The Sales Manager after looking at the deal figured he was doing the right thing since you weren't charged for this option figured he would do it for half price of the $445 instead of $895 that it normally costs.  Now that this has escalated and I see that you are upset, I am going to install the back up camera at no cost to you.  We have a reputation for over 30 years of making sure our customers are happy.  So in an act of good faith we will take care of this problem and we will need you to give us a day that you can bring your vehicle in to us to get this done.  Please let me know what day works so that we can get this set up. Sincerely, [redacted]
[redacted]
[redacted]
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[redacted] The customer has since accepted our offer and an appointment has been scheduled.