Colorado River Ford Lincoln-Mercury

We have reviewd the complaint filed by Ms*** and have spoken to all appropriate partiesIn doing so, I have been advised that *** brought her vehicle to Colorado River Ford in Kingman on June 30, In speaking with the Service Advisor, Certified Technician and Service Manager I
have been informed that there was a crack in the windshiel at the time it wasa dropped off at our facility We fixed rear trim panel and replaced lock assembly latchThe vehicle was here for a couple of weeks, because parts had to be ordered; *** was provided a rental car We had to put fuel in her vehicle to drive it back to her in Bullhead City She was not charged for the fuel nor was she charged for the driver we hired to take the vehicle to her When *** contacted our service manager, he reiterated to her that the vehicle came here with a crack that we did not do cause the crackThat if she has glass coverage on her insurance policy, she may want to contact her carrier Colorado was not at fault and takes no responsibility for this cracked windshield

In reviewing the complaint filed by [redacted], we have reviewed the service Repair Order written by Colorado River Ford, as well as the Repair Order [redacted] provided us from [redacted] Ford in [redacted].We have researched this customers' concern again and determined that...

the repairs done at Colorado River Ford were done correctly and guided by the Ford TSB 09-8-03 (see attached TSB).[redacted] alleges that Colorado River Ford did not clean the engine good enough; therefore, causing the EGR valve to fail. On occasion these valves do fail. Team Ford should have simply replaced the EGR valve only since that was the issue. There was absolutely no reason to flush the cooling system since that was not the issue. When the vehicle was at Colorado River Ford oil was never present In the cooling system, Replacement of the thermostat was also not necessary. If the original work had been done elsewhere and [redacted] then came to us, we would have only replaced the EGR valve and not taken advantage of this customer,While researching this complaint today we did find Ford TSB 09·18·12 Oil Cooler Failure when there is a oil in coolant concern. It also referred to TSB 08·23-1 for oil in coolants, However as previously stated, when this vehicle was in our service department there was never any oil present in the cooling system.Customer service is our number one priority and we take pride in providing excellent service to our customers.In conclusion, Colorado River Ford did the specified repairs correctly we will not be reimbursing [redacted] for any repairs.

I faxed our response over to you on  September 30th and have the verification that it went thru.  I will refax this morning.
[redacted]Customer Care Manager

Revdex.com:
I have reviewed the 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.I tried to write out a detailed reason on the Revdex.com website, but it would not save or submit my data.  Don't know why.    Anyway, I am dissatisfied with the dealership's response that my original transmission was burned up.  When I went to pick up my car, I was shown all of the parts replaced except the transmission.  My old transmission had fluid in it which would prevent it from being burnt out.  They said they were refurbishing the old transmission for a core.  (A burnt transmission would not qualify for refurbishment).   Secondly, my transfer case was put back together incorrectly by the service tech.  I have another transfer case ordered from E-Bay and will use it to diagnose the problem that the one repaired is not able to disengage the electromagnetic clutch and 4-Wheel drive.    Colorado River Ford said they added gas to my vehicle--which I found to be not true when I picked up my car on both occasions.  I'm not worried about that though.     I am considering on taking this to small claims court in Kingman, AZ.  After Ford replaced my transmission with a used one with 98,000 miles, the original problem remains with the car shuddering at rare times.  Unable to figure out what is causing it because I don't get a check engine light code from the vehicle.  I sent the service manager [redacted] Boss two e-mails and have not received a response yet.  These e-mails are below.Thanks,[redacted] [redacted]
to bboss[redacted]   I’m guessing by now, you have verified my complaints with my Explorer…   If not, I’m very concerned.    Anyway, I was wondering if my torque converter was actually replaced.  Jason White told me that the new transmission (with 98,000 miles) “should” come with a new converter.  You could ask Julio and see if he remembers.   Just a thought--as I believe that it is a failing component and not a wiring issue.  (Again, I could be wrong)  Trust me, I am trying to come up with solutions along-side you.  I have been researching online and talking to other Ford service techs.  Aside from the PCM, I am running out of ideas; could be a not so obvious part that we’re all overlooking. Thanks for helping me out,[redacted] [redacted]
  Reply Forward[redacted] <[redacted]>Sep 27to bboss[redacted],   After picking up the car and driving it home yesterday, the same issues remain.   The engine/transmission is shuddering in the mountains.  It is still locked in 4-wheel drive.  Today, I have jacked up the car while it is off (not running) and tried to turn a front wheel, and found that they are locked.  This is not normal for the 2000 Eddie Bauer Explorer, which I will verify at a local ford dealership along with the troubleshooting of the shuddering.   There was no gas added to the tank when I picked it up.  Not worried about that, but I do believe that only one person drove it instead of you and Jason.  Very disappointed with you.  Customers wouldn’t buy the car like it is (new) if the supposedly AWD is causing annoying winding sounds when making turns.   Trust me, I am doing my homework on this model car and will be ready to challenge you on this AWD issue.  I’ve had this car for 6 years and am very intimate with it, replacing 40% of the vehicle myself--in my garage.  So, don’t treat me like a fool…   You will be held responsible for the proper repair of the transfer case, even it requires me to get a lawyer to go after you.  I have the evidence in my garage and will soon have proof that this is not normal by verifying it with another Ford repair shop. To cut this message short, Julio needed to take the case apart and put it back together correctly.    [redacted] [redacted]Buckeye, AZ 85326[redacted]
Regards,
[redacted]

I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have spoken with my service manager, [redacted] who spoke with this customer on Friday  August 21st, 2015.  Mr. [redacted] is picking up the vehicle and having it brought to the [redacted] service department to see what the issue is.[redacted]Customer Care Manager

I was charged almost $400 to program a key for our vehicle! It's ridiculous they had to program key twice so charged us twice to do it. It doesn't cost them to program it and didn't take much more time than it would have to do it once, but we get charged double. I don't recommend for at all. That's just poor customer service!

I faxed our response over to you on  September 30th and have the verification that it went thru.  I will refax this morning.

[redacted]Customer Care Manager

I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

In reviewing the complaint filed by [redacted], we have reviewed the service Repair Order written by Colorado River Ford, as well as the Repair Order [redacted] provided us from [redacted] Ford in [redacted].We have researched this customers' concern again and determined that...

the repairs done at Colorado River Ford were done correctly and guided by the Ford TSB 09-8-03 (see attached TSB).[redacted] alleges that Colorado River Ford did not clean the engine good enough; therefore, causing the EGR valve to fail. On occasion these valves do fail. Team Ford should have simply replaced the EGR valve only since that was the issue. There was absolutely no reason to flush the cooling system since that was not the issue. When the vehicle was at Colorado River Ford oil was never present In the cooling system, Replacement of the thermostat was also not necessary. If the original work had been done elsewhere and [redacted] then came to us, we would have only replaced the EGR valve and not taken advantage of this customer,While researching this complaint today we did find Ford TSB 09·18·12 Oil Cooler Failure when there is a oil in coolant concern. It also referred to TSB 08·23-1 for oil in coolants, However as previously stated, when this vehicle was in our service department there was never any oil present in the cooling system.Customer service is our number one priority and we take pride in providing excellent service to our customers.In conclusion, Colorado River Ford did the specified repairs correctly we will not be reimbursing [redacted] for any repairs.

In speaking with the  Service Manager and General Manager, they have once again stated they stand by their original decision and will not be reimbursing any monies.

We have reviewd the complaint filed by Ms. [redacted] and have spoken to all appropriate parties. In doing so, I have been advised that [redacted] brought her vehicle to Colorado River Ford in Kingman on June 30, 2014.  In speaking with the Service Advisor, Certified Technician and Service Manager I...

have been informed that there was a crack in the windshiel at the time it wasa dropped off at our facility.  We fixed rear trim panel and replaced lock assembly latch. The vehicle was here for a couple of weeks, because parts had to be ordered;   [redacted] was provided a rental car.  We had to put fuel in her vehicle to drive it back to her in Bullhead City.  She was not charged for the fuel nor was she charged for the driver we hired to take the vehicle to her.  When [redacted] contacted our service manager, he reiterated to her that the vehicle came here with a crack that we did not do cause the crack. That if she has glass coverage on her insurance policy, she may want to contact her carrier.  Colorado was not at fault and takes no responsibility for this cracked windshield.

I have reviewed the 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.

I feel Colorado River Ford should at the lest reimburse me for the part & labor cost to replace the ERG valve the second time.Thank you for your help.

Regards,

I have reviewed the 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.I tried to write out a detailed reason on the Revdex.com website, but it would not save or submit my data.  Don't know why.    Anyway, I am dissatisfied with the dealership's response that my original transmission was burned up.  When I went to pick up my car, I was shown all of the parts replaced except the transmission.  My old transmission had fluid in it which would prevent it from being burnt out.  They said they were refurbishing the old transmission for a core.  (A burnt transmission would not qualify for refurbishment).   Secondly, my transfer case was put back together incorrectly by the service tech.  I have another transfer case ordered from E-Bay and will use it to diagnose the problem that the one repaired is not able to disengage the electromagnetic clutch and 4-Wheel drive.    Colorado River Ford said they added gas to my vehicle--which I found to be not true when I picked up my car on both occasions.  I'm not worried about that though.     I am considering on taking this to small claims court in Kingman, AZ.  After Ford replaced my transmission with a used one with 98,000 miles, the original problem remains with the car shuddering at rare times.  Unable to figure out what is causing it because I don't get a check engine light code from the vehicle.  I sent the service manager [redacted] Boss two e-mails and have not received a response yet.  These e-mails are below.Thanks,[redacted]

to bboss[redacted]   I’m guessing by now, you have verified my complaints with my Explorer…   If not, I’m very concerned.    Anyway, I was wondering if my torque converter was actually replaced.  Jason White told me that the new transmission (with 98,000 miles) “should” come with a new converter.  You could ask Julio and see if he remembers.   Just a thought--as I believe that it is a failing component and not a wiring issue.  (Again, I could be wrong)  Trust me, I am trying to come up with solutions along-side you.  I have been researching online and talking to other Ford service techs.  Aside from the PCM, I am running out of ideas; could be a not so obvious part that we’re all overlooking. Thanks for helping me out,[redacted]

  Reply Forward[redacted] <[redacted]>Sep 27to bboss[redacted],   After picking up the car and driving it home yesterday, the same issues remain.   The engine/transmission is shuddering in the mountains.  It is still locked in 4-wheel drive.  Today, I have jacked up the car while it is off (not running) and tried to turn a front wheel, and found that they are locked.  This is not normal for the 2000 Eddie Bauer Explorer, which I will verify at a local ford dealership along with the troubleshooting of the shuddering.   There was no gas added to the tank when I picked it up.  Not worried about that, but I do believe that only one person drove it instead of you and Jason.  Very disappointed with you.  Customers wouldn’t buy the car like it is (new) if the supposedly AWD is causing annoying winding sounds when making turns.   Trust me, I am doing my homework on this model car and will be ready to challenge you on this AWD issue.  I’ve had this car for 6 years and am very intimate with it, replacing 40% of the vehicle myself--in my garage.  So, don’t treat me like a fool…   You will be held responsible for the proper repair of the transfer case, even it requires me to get a lawyer to go after you.  I have the evidence in my garage and will soon have proof that this is not normal by verifying it with another Ford repair shop. To cut this message short, Julio needed to take the case apart and put it back together correctly.    [redacted]Buckeye, AZ 85326[redacted]

Regards,