Colonial Ford Truck Sales Inc

Revdex.com:
I have reviewed the offer and/or 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.Colonial Volvo had the truck for over 2 1/2 weeks and were unable to fix the issue, their own employees was not able to find the problem. They had to get [redacted] involved with this issue. They were guessing on what needed to be replaced and they were not honest about the repair or what was happening with the truck. Warren had lied repeated times. They had our truck once over 3 weeks and 2nd attempted over just close to 3 weeks because they could not fix it. IF we have to go to court, we will, I was advised to try and work with Colonial and see if they are wanting to work on this issue.  
Regards,
[redacted]

Review: Dec 18th,2015 we took a [redacted] to Colonial truck to repair, no one calls from Colonial to advise us of the progress. Dec 23rd 2015 we made contact with Colonial to check progress Jason the service writer said they need to open up the "back box". we don't know what that is. On Dec 27th we called Colonial and told us that they "have removed our transmission from the vehicle and is waiting for us to give them the go ahead to order parts". We had no idea about any of this. we didn't give them permission to remove the transmission. It took colonial 2 weeks to put the transmission together, they had no one that had the experience that can put this together. Jan 18th, 2016 we took the truck in because we had gotten 2 fault codes. colonial did an estimate of $5800 to $6,211.73 ( they wanted a deposit but never asked for it before proceeding). They began the work but every day they count figure out the problem of the truck and we had to wait for different guys to work on the truck, there was a period of couple days when they didn't even have guys working, but I was told a different story from the Service Manager Warren then the staff. 3 weeks of the truck being in the shop they had to send the codes to a different shop to see what they can figure out, they placed the charge on us, but we didn't higher them we took the truck to colonial, with in 1 hr the issue was found by this other shop. The part should of been under warranty if they found it back in Dec 2015. now the bill is $13,670.83. Colonial replaced parts that they didn't need to replace, they experiment on our truck. They didn't have the experience and knowledge. We should have 2 parts under warranty. They don't want to honor it. The truck is sitting in their parking lot while we have to still make payments on the truck, and now we are not working.They are not being honest to truck drivers,they are taking advantage of us.Desired Settlement: We want a working truck back, we should not pay for hours of labor and parts that didn't need replacing, The labor that the other shop put in should be paid not by us, we didn't take it to them, Colonial did. We were going to pay Colonial for the repairs. This bill should not be more then $1000 if that. They can't explain to us why all the man hours for both repairs. No one can give us a straight answer.

Business

Response:

We have detailed correspondence between the customer and our service department making her aware of each step of the process in discovering the issue with her truck. There were no parts that were under warranty in this repair. In fact, the turbo in question was out of warranty before the customer even came to our shop. Both [redacted] and Colonial Truck have gone well above what is required to try and help out the customer. At this point nothing will be good enough for the customer who just wants the whole repair for free. She has decided to take us to court so we will let the lawyers work it out from this point on.

Consumer

Response:

I have reviewed the offer and/or 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.

Colonial Volvo had the truck for over 2 1/2 weeks and were unable to fix the issue, their own employees was not able to find the problem. They had to get [redacted] involved with this issue. They were guessing on what needed to be replaced and they were not honest about the repair or what was happening with the truck. Warren had lied repeated times. They had our truck once over 3 weeks and 2nd attempted over just close to 3 weeks because they could not fix it. IF we have to go to court, we will, I was advised to try and work with Colonial and see if they are wanting to work on this issue.

Regards,