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]
Mr [redacted] vehicle was taken to copart which is a facility where vehicles go to when the insurance companies deem them a total lossMr [redacted] vehicle was taken there prior to coming to the Leif Johnson collision center where they had prepped it for auctionIn this process they had collected and removed his belongingsAfter showing Mr [redacted] the pictures we had upon receiving his vehicle he agreed we had nothing to do with the removal of his items
Vehicle owner was contacted and we verified that she was satisfied with Truck City Ford's quick turn around on her vehicle's repairs and with a loaner vehicle provided free of chargeVehicle's owner stated they were going to contact Revdex.com again with follow up response to differentiate between the two Ford dealers as mentioned previously in original concern~ [redacted] , Service Manager Truck City Ford
Leif Johnson Ford has been in conversation with Mr.***Leif Johnson Ford offered in writing to give Mr [redacted] the option of returning the truck under the day privilege even though it was outside of the dayMr [redacted] did not want to return the vehicle under those pretenses but instead would like for us to review the lights that are aftermarket on his purchase, and to possibly go back to factory headlights and taillightsMr [redacted] will be returning to the dealership when he has some availability to have us look at the lightsThank you Mr [redacted] for bringing to our attention and we will work hard to extend the olive branch to come up with an amicable solution Respectfully, [redacted] ***Leif Johnson Ford Stores [redacted] ***
First of all, thank you for bringing this to our attention and giving us an opportunity to work with you to resolve this issueWe regret that the paint on your tailgate and in the bed of your truck is peeling, and we are anxious to take care of you and retain your business as a satisfied customer The F-was purchased in May of and was still under factory warranty at the timeUnfortunately, the factory warranty expired on February 1, Since the paint issues did not begin until after the expiration of that warranty, Ford will not cover the repairHowever, we still want to work with you on finding a mutually satisfactory solution! As you stated, the original quote from our body shop was $2,400, and [redacted] , our store manager, was able to get that down to $1,After meeting with our GSM, ***, we decreased the price further to $900, which is our internal cost for the repairsThat internal cost is the lowest we can offer for a sprbed liner and repairing all paint issues on the tailgateWe always want to take care of our customers, and we sincerely regret that our dealership is not in a position to cover any more of the cost of this repairWe hope that we will be able to help you with this at the $internal cost, and please do continue to let us know if there is anything we can do to help you
Complaint: [redacted] I am rejecting this response because:if Leif Johnson truly wanted to resolve this issue they would have accepted my offer of me paying $and meeting in the middle because I have been told dealerships have money for issues such as this Regards, [redacted]
The customer's vehicle was received at the collision center on May 2nd Vehicle was assessed and a supplement was submitted to USAA Insurance Cn 05/06/17, it took until 05/17/to get USAA to approve the supplement, however they changed a couple of the line items from conventional to paintless dent repairTo get this supplement approved we had to get the owner involved to speed up USAARepairs started, we went as far as we could with the 1st supplement and needed to do supplement a 2nd time for the items that could not be repaired with paintless dent repair Supplement was requested 06/07/Again we had to get the owner involved to get it pushed thru USAA.That supplement was approved on 06/20/The repairs will be complete 07/15/As for the windshield, it was installed in San Antonio prior to the vehicle being brought to us for repairs, to do our repairs the windshield had to be removedOur glass company brought to our attention that the windshield was not installed correctly and that it would most likely break when it was removedWe informed the insurance company of this and the ownerThe owner supplied us the name of the glass company that installed it and we contacted them and told them about what was wrongThey said they would warranty it but it would have to be done in San Antonio, but have since changed that to they will replace it prior to the vehicle being delivered back to the owner
After reviewing the repair with the technician and the customer, I found we did charge Mr [redacted] for a part the technician did not ultimately put on Mr***'s vehicleI spoke to Mr [redacted] last night and I agree the correct thing to do is refund him for the part I appreciate his business and will be glad to be of assitance should he need it in the futureTell us why here
Mr [redacted] , I personally wanted to reach out to you and apologize for the glitch we had on our website with regards to not reflecting the market based pricing adjustment that the New Ford Raptors are selling forI did have [redacted] our New vehicle director reach out to with an explanation and apologyI hope you understand and accept our apologyWe will stay close to you and let you know if and when the pricing adjusts to MSRP and make sure we get a phone call out to you immediatelyThank you for your time and bringing to our attention Respectfully, [redacted] ***Leif Johnson Ford Stores [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10771123, and find that this resolution is satisfactory to me Thanks for everything Jeff! Dee is hands down the best sales person I've ever dealt with! Thank you! Regards, [redacted] Khataw
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, Tammy Warmacki tried to go in and change complaint about Leif Johnson but was unable to access itThey did a wonderful job making the nightmare go awayAnd apologized for being left Saturday
I spoke with [redacted] on February 20, and went through the initial repair back on September for her check engine light concern After reviewing the repairs with Mrs [redacted] on September 8, 2015, as discussed she had an evaporative emissions leak which also can cause concerns with the vehicle to buck and jerk while driving We performed the repairs which took care of the check engine light and after post repair road test found no ohter concerns Mrs [redacted] acknowledged that her check engine light is no longer on but feels that she has a transmission concern that is intermittent and was uable to get the vehicle concern to reoccur while at the shop Again, I offered Mrs [redacted] to bring the vehicle back in for our service department to look at, at no expense to her, she declined to bring the vehicle back to us at this pointBest Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: you informed me that the vehicle was in great condition when I spoke to your sales team and manager before the purchaseI was explicitly told that the brakes, rotors, tires were in good conditionFurthermore I was told that the paint chips in the front were the result of sun damage from the Texas heatI was never informed that you had an after market non-BMW windshield installed and that the paint on the front end was also aftermarket causing the cracking and chippingI am certain that the tread on the tire, condition of the brakes and rotors or the type of paint/windshield used meet "legal" standards for a sale but they are certainly not acceptable to sell to a customer to a tune of close to $40,and still claim good customer service or even a hint of ethics for that matterThe vehicle sold to me was sub-par and I am still astonished when you say that it passed your mechanics inspection prior to saleI have a world class BMW certified inspection report completed by BMW master mechanic only a few days after receipt that states otherwiseHow you as a Ford dealership yet alone a certified BMW master mechanic assume you have the right to refuse their professional findings and paint sampling specialist is insulting and grossly irresponsibleWhat kind of inspection would you accept? Inspecting brakes and tires is a layman task yet alone a task for a certified mechanics that you claim to have working thereHow it was missed and or even if was inspected is in questionPlainly stated anyone that buys a luxury vehicle is expecting a luxury vehicle not cheap unprofessional parts (such as the windshield which is a vital component of the BMW's structural integrity) and cheap paint which is unsightly and not even covered by warranty.I have contacted you a number of times and sent ten's of emails to help resolve these issues and all you could say for yourself was, "if you do not like it than return it"You speak of customer service and professionalism when you know deep down inside if you were on my end you would also be infuriatedYou sold me a car legally but it was far from being ethical, moral or professionalThe professionals have clearly documented $5,plus worth of repairs that need attention, you knew I would either return the car and lose over $2,for inspections and repairs or keep it and bite the bulletI opted to keep the vehicle rather than loose my hard earned money and you are clearly responsible for placing me in that difficult and stressful situationIf you would have disclosed the damages per the professional report I have forwarded to your staff from the beginning I would of never ever even considered buying this vehicleI need you to compensate me for failure to disclose evident damages and shortcomings on your endI will not allow you to fraud your way to my money and sell me a product that I bought based on trust and honesty when you clearly have no regard for basic ethics and morals because you made a legal sale! Regards, [redacted]
Thank you for bringing this to our attention and giving us an opportunity resolve this issueWe regret that Mr***’s F-has had problems and we are trying to helpThe F-was originally brought in for a coolant leak on 3/06/with the odometer at 97,Leif Johnson Ford was asked to diagnose the problem; however, Mr [redacted] declined the repairs at that time saying he would replace the upper and lower radiator hoses and EGR cooler hose himselfMr [redacted] next came in on 06/13/with 105,662miles on his F-250; it was leaking coolant stillHe asked us then to perform the necessary repairs from the previous visit; the upper and lower hoses, and the leaking EGR cooler hoseIt was verified that there were no more coolant leaks at that time and Mr [redacted] picked up his truckMr [redacted] then returned on 6/20/with 105,miles; the oil temperature was at degrees and coolant temperature at degreesThe issue - the temperature variance between the two being too great - indicated a failed oil coolerThis issue did not present itself during diagnosis on the last visit due to the fact that Mr [redacted] installed a performance tunerA performance tuner will eliminate any diagnostic trouble codes from being stored in the PCMPer the customer’s request, we replaced the oil cooler, dip stick tube, exhaust bolt and both drive beltsMr [redacted] returned on 06/29/with 105,miles; again complaining of a coolant leak After diagnosis we found Mr***’s water pump leaking, not coolantWe replaced his water pump assembly and Leif Johnson Ford covered the cost of this repair completelyMr [redacted] has aftermarket parts, specifically a tuner/programmer on his truck, which changes Ford factory settings and causes issues with Federal emissions, along with increasing horsepower, combustion and boost pressure on the engineThis puts unnecessary stain on powertrain components such as the cooling systemWhen [redacted] ***, our Shop Foreman, went on the test drive with Mr***, the customer was driving and went full throttle acceleration several times The tuner/programmer can cause an over-pressurized cooling system which will in turn cause the problems that Mr [redacted] has experienced We did verify the truck does not present an over-pressured cooling system when the tuner is not installed We understand this answer about the aftermarket tuner is not Mr***’s ideal answer, but it is our professional opinionThere is a pipe that Mr [redacted] says we did not install correctly that we would like to inspect and verify soon as possibleWe are still eager to help Mr [redacted] get his F-in great shapeWe would appreciate the opportunity to have the F-in our shop to verify the pipe concern as well as assist Mr [redacted] with anything else his truck might need Thanks in advance, [redacted] Fixed Operations Director Leif Johnson Ford
Mr [redacted] we understand your concern and appreciate you bringing it to our attention, We Have [redacted] store manager and [redacted] sales representative working with you currently to come up with alternative ways to get you financed for your new vehicle, to my understanding you spoke with them yesterdayWith regards to your original submission the documents I attached previously gave your your permission electronically for Truck City ford and bank affiliates to obtain financing for youWe will continue to work diligently on your behalf to help in the loan approval process if you so chose Thanks [redacted] ***
Complaint: [redacted] I am rejecting this response because: When I took my vehicle into Leif Johnson I informed the technician I wanted an oil change At that time, I was informed by the technician the cost to replace my spark plugs and wires I did purchase my own parts from Advanced auto parts on 2/11/ I have the sales receipt which has the product code for spark plugs and one set of wires (The attached invoice is from Advance Auto Parts which contains the product codes) The technician quoted me a price of $for the labor to complete the tune upHe quoted a price for hour job; however I frequently called to check on my vehicle which the job was not completed until minutes before closingThe service technician only quoted me a price for the labor and never offered a warranty or suggested that we get a diagnostic before the tune up took placeAgain, we were only getting routine maintenance It is correct to say that my vehicle had not been placed in the garage for an oil change until after I requested the tune up On my way home, I noticed my vehicle was not running properly I quickly tried to call the shop; however, the facility was closed I did call the next morning and spoke to the technician and the sales associate over the phone to inform them of the problem They suggested I return to the repair shop On Wednesday, February 17, 2016, I returned to Leif Johnson When I arrived at the repair shop, there was a different technician at the front deskI requested to speak to the technician I had been speaking with and the sales associate was reluctant in allowing me to speak to him The sales technician insisted the repairs were completed correctly and there must be some other issue with the vehicle and insisted that I get a diagnostic on my vehicle and it would cost $for this service I informed the technician that my vehicle was running fine prior to the tune up and I did not have issues prior to this repair I informed him that I did not understand why I had to pay for a diagnostic The vehicle did not work properly as a result of their repairs At that time, the sales associate informed me of the current policy He stated that normally they do not service vehicles if the parts are not purchased from the company I was not informed previously of this, which I saw no problem since I was quoted a priceOn the receipt of Leif Johnson there is a column of services denied (which I know now due to the technician educating me on their written code)I was not informed of any further services needed when I originally picked up my vehicleIt was when I inquired about my vehicle running poorly, that I was informed of this services deniedThis is when the technician stated I needed a diagnostic to determine services needed for that codeI asked to speak with the manager who was not in that day I did finally get to speak with the technician that worked on my vehicleHe accompanied me to do a test drive around the facilityHe then stated that he did not recall the vehicle running in such poor condition prior to the maintenanceIn result he offered to double check his work free of chargeSince the mechanics at Leif Johnson did not fix my vehicle correctly, I decided I wanted to go elsewhere I went to another automotive facility (Austin Specialist Automotive) and had them complete a diagnostic on my vehicle The results of the diagnostic indicate that I needed to get new spark plugs and the wires needed to be replaced This information leads me to believe that Leif Johnson never completed the tune on my vehicle Leif Johnson statement indicates they only replaced the spark plugs on my vehicle for the tune up I did provide the spark plugs and wires for the tune up; which is stated in the Advanced auto parts receipt attachedHowever, I find it suspicious that Leif Johnson would continue to do a tune up service on my vehicle if they believe I didn’t have all the equipment If my vehicle needed wires than why wasn’t I informed prior to the commencement of the work? At any point of time, the service technician should have indicated my vehicle needed the wires prior to me leaving the facilityThis is just to combat Leif Johnson’s statement because I did provide spark plugs and wiresPrior to the tune up, my vehicle was in good running condition I only went in to obtain routine maintenance on my vehicle After the work was completed, my vehicle is no longer running Regards, [redacted]
We are so sorry to hear that your opinion of your experience after purchase turned so negativeWe always strive to provide the best service to our customers before, during, and after the sale, and we sincerely apologize for failing on this occasionUnfortunately, mistakes on paperwork/titling, etcdo sometimes occur despite everyone’s best effortsWhen there is a mistake, we must work quickly to have all paperwork complete for our customers, banks, finance entities, registration etcIn this case, we ended up sending a driver all the way to Midland at our expense in order to make things as easy as possible on our customerWe also worked as quickly as possible to issue the Lojack refund requested by the customer, and that refund has now been processed in fullWe hope that our actions to remedy this have been satisfactory, and please do let us know if there is anything else we can doRespectfully, [redacted] ***General Sales ManagerLeif Johnson Ford Stores
Mr [redacted] brought his vehicle VIN [redacted] into Leif Johnson Ford Superstore on Hwy on February 11th requesting only an oil change After the technician moved the vehicle into the service bay, the customer approached the technician about replacing his spark plugs that he had purchased elsewhereMr [redacted] offered to pay the technician directlyThe tech advised the customer he could not do that and that Mr [redacted] would have to speak to a service advisor to add this to the repair order Mr [redacted] spoke with a service advisor about his vehicle running rough and asked the advisor to have us replace his spark plugs with ones the customer provided The service advisor informed Mr [redacted] if he was having problems with the vehicle it would be in his best interest to diagnose the issues The customer stated he already knew the spark plugs were the issue and didn’t need a diagnosis The advisor then informed Mr [redacted] that if we installed the parts he provided there would be no warranty on the parts nor a guarantee the rough idle would be corrected; the customer was fine with this and still wanted us to install his spark plugs While performing the spark plug replacement, the technician noted the vehicle was running lean on bank and we diagnosed the intake manifold runner control actuator was malfunctioning The service advisor informed the customer of the issue and that further diagnosis would be required to determine exactly why the vehicle was running poorly and to put together a thorough estimate to insure there were no further issuesThe customer declined diagnosis again stating he only wanted the plugs replaced.After picking up the vehicle, the customer called in and stated we did not fix his problems and the vehicle was still running roughWe informed the customer the vehicle needed to be inspected to determine what else along with the intake runner control actuator would be neededWe informed Mr [redacted] this service would be $ At this point, the customer changed his story and stated the vehicle was running fine before we worked on it and he only requested we replace the spark plugs as a part of the vehicle’s maintenance I told the customer I would recheck the work we did to ensure it was completed correctlyThe customer returned a week later on February 18th and informed me he had the vehicle checked at another shop in the meantime and the other shop told him we did not replace the spark plugs or spark plug wires I informed the customer that we did replace the spark plugs, but we did not replace the wires because he had specifically requested we only replace the spark plugs with the spark plugs he supplied The customer replied that he had the wires with the plugs and they were no longer in his vehicle I spoke with the technician and he confirmed the customer only had spark plugs, no wires We then rechecked the work performed on the vehicle at no charge and found no problems with our work.I informed the customer we found no problems with the work we performed on the vehicle and asked him if he had any paper work from the shop that told him we did not replace the spark plugs He did not I asked him if he had a receipt for the spark plug wires He did not We offered again to diagnose the issue for a fee of $but the customer declinedAt this point we feel like Mr [redacted] maybe trying to take advantage of the store
Thank you for reaching out to us with your concernWe were able to contact David and reach an agreement on the vehicle he was interested inAll of our Vehicles are equipped with a stolen vehicle recovery system that is currently activated on all vehicles in our inventoryWe have Bright Yellow and red tags with disclosures on all of our vehicles disclaiming that you can purchase the Stolen vehicle recovery system for $dollars or at the customers option have it deactivated at no charge to the customerMr [redacted] took delivery of his Transit this morning at the advertised price, with the stolen vehicle recovery system deactivatedThaks again for bringing this to our attention and apologize for any misunderstanding that may have happened from our staff to customerRespectfully, [redacted] ***
Complaint: [redacted] I am rejecting this response because: You guys know that the windshield was remplace by saflite I told the manager before the pick up my vehicle and also to the persons that drove my Truck to the shop.Your body shop broke the windshield when removing it and try to hide the factsby doing so the shop voided the warranty and that's why you guys wanted me to pick my truck with broken windshield so I have to be the one paying out of pocketstill months is more than enough timeUSAA contradict your time lines so some one is been untruthfulAlso when I when to pick up my truck on the because acording to [redacted] it was ready for pick up it was not finish at all new scratches and real bad job on the roffSuper dirty inside and dents not completed repair Regards, [redacted]
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]
Mr [redacted] vehicle was taken to copart which is a facility where vehicles go to when the insurance companies deem them a total lossMr [redacted] vehicle was taken there prior to coming to the Leif Johnson collision center where they had prepped it for auctionIn this process they had collected and removed his belongingsAfter showing Mr [redacted] the pictures we had upon receiving his vehicle he agreed we had nothing to do with the removal of his items
Vehicle owner was contacted and we verified that she was satisfied with Truck City Ford's quick turn around on her vehicle's repairs and with a loaner vehicle provided free of chargeVehicle's owner stated they were going to contact Revdex.com again with follow up response to differentiate between the two Ford dealers as mentioned previously in original concern~ [redacted] , Service Manager Truck City Ford
Leif Johnson Ford has been in conversation with Mr.***Leif Johnson Ford offered in writing to give Mr [redacted] the option of returning the truck under the day privilege even though it was outside of the dayMr [redacted] did not want to return the vehicle under those pretenses but instead would like for us to review the lights that are aftermarket on his purchase, and to possibly go back to factory headlights and taillightsMr [redacted] will be returning to the dealership when he has some availability to have us look at the lightsThank you Mr [redacted] for bringing to our attention and we will work hard to extend the olive branch to come up with an amicable solution Respectfully, [redacted] ***Leif Johnson Ford Stores [redacted] ***
First of all, thank you for bringing this to our attention and giving us an opportunity to work with you to resolve this issueWe regret that the paint on your tailgate and in the bed of your truck is peeling, and we are anxious to take care of you and retain your business as a satisfied customer The F-was purchased in May of and was still under factory warranty at the timeUnfortunately, the factory warranty expired on February 1, Since the paint issues did not begin until after the expiration of that warranty, Ford will not cover the repairHowever, we still want to work with you on finding a mutually satisfactory solution! As you stated, the original quote from our body shop was $2,400, and [redacted] , our store manager, was able to get that down to $1,After meeting with our GSM, ***, we decreased the price further to $900, which is our internal cost for the repairsThat internal cost is the lowest we can offer for a sprbed liner and repairing all paint issues on the tailgateWe always want to take care of our customers, and we sincerely regret that our dealership is not in a position to cover any more of the cost of this repairWe hope that we will be able to help you with this at the $internal cost, and please do continue to let us know if there is anything we can do to help you
Complaint: [redacted] I am rejecting this response because:if Leif Johnson truly wanted to resolve this issue they would have accepted my offer of me paying $and meeting in the middle because I have been told dealerships have money for issues such as this Regards, [redacted]
The customer's vehicle was received at the collision center on May 2nd Vehicle was assessed and a supplement was submitted to USAA Insurance C
n 05/06/17, it took until 05/17/to get USAA to approve the supplement, however they changed a couple of the line items from conventional to paintless dent repairTo get this supplement approved we had to get the owner involved to speed up USAARepairs started, we went as far as we could with the 1st supplement and needed to do supplement a 2nd time for the items that could not be repaired with paintless dent repair Supplement was requested 06/07/Again we had to get the owner involved to get it pushed thru USAA.That supplement was approved on 06/20/The repairs will be complete 07/15/As for the windshield, it was installed in San Antonio prior to the vehicle being brought to us for repairs, to do our repairs the windshield had to be removedOur glass company brought to our attention that the windshield was not installed correctly and that it would most likely break when it was removedWe informed the insurance company of this and the ownerThe owner supplied us the name of the glass company that installed it and we contacted them and told them about what was wrongThey said they would warranty it but it would have to be done in San Antonio, but have since changed that to they will replace it prior to the vehicle being delivered back to the owner
After reviewing the repair with the technician and the customer, I found we did charge Mr [redacted] for a part the technician did not ultimately put on Mr***'s vehicleI spoke to Mr [redacted] last night and I agree the correct thing to do is refund him for the part I appreciate his business and will be glad to be of assitance should he need it in the futureTell us why here
Mr [redacted] , I personally wanted to reach out to you and apologize for the glitch we had on our website with regards to not reflecting the market based pricing adjustment that the New Ford Raptors are selling forI did have [redacted] our New vehicle director reach out to with an explanation and apologyI hope you understand and accept our apologyWe will stay close to you and let you know if and when the pricing adjusts to MSRP and make sure we get a phone call out to you immediatelyThank you for your time and bringing to our attention Respectfully, [redacted] ***Leif Johnson Ford Stores [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10771123, and find that this resolution is satisfactory to me Thanks for everything Jeff! Dee is hands down the best sales person I've ever dealt with! Thank you! Regards, [redacted] Khataw
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, Tammy Warmacki tried to go in and change complaint about Leif Johnson but was unable to access itThey did a wonderful job making the nightmare go awayAnd apologized for being left Saturday
I spoke with [redacted] on February 20, and went through the initial repair back on September for her check engine light concern After reviewing the repairs with Mrs [redacted] on September 8, 2015, as discussed she had an evaporative emissions leak which also can cause concerns with the vehicle to buck and jerk while driving We performed the repairs which took care of the check engine light and after post repair road test found no ohter concerns Mrs [redacted] acknowledged that her check engine light is no longer on but feels that she has a transmission concern that is intermittent and was uable to get the vehicle concern to reoccur while at the shop Again, I offered Mrs [redacted] to bring the vehicle back in for our service department to look at, at no expense to her, she declined to bring the vehicle back to us at this pointBest Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: you informed me that the vehicle was in great condition when I spoke to your sales team and manager before the purchaseI was explicitly told that the brakes, rotors, tires were in good conditionFurthermore I was told that the paint chips in the front were the result of sun damage from the Texas heatI was never informed that you had an after market non-BMW windshield installed and that the paint on the front end was also aftermarket causing the cracking and chippingI am certain that the tread on the tire, condition of the brakes and rotors or the type of paint/windshield used meet "legal" standards for a sale but they are certainly not acceptable to sell to a customer to a tune of close to $40,and still claim good customer service or even a hint of ethics for that matterThe vehicle sold to me was sub-par and I am still astonished when you say that it passed your mechanics inspection prior to saleI have a world class BMW certified inspection report completed by BMW master mechanic only a few days after receipt that states otherwiseHow you as a Ford dealership yet alone a certified BMW master mechanic assume you have the right to refuse their professional findings and paint sampling specialist is insulting and grossly irresponsibleWhat kind of inspection would you accept? Inspecting brakes and tires is a layman task yet alone a task for a certified mechanics that you claim to have working thereHow it was missed and or even if was inspected is in questionPlainly stated anyone that buys a luxury vehicle is expecting a luxury vehicle not cheap unprofessional parts (such as the windshield which is a vital component of the BMW's structural integrity) and cheap paint which is unsightly and not even covered by warranty.I have contacted you a number of times and sent ten's of emails to help resolve these issues and all you could say for yourself was, "if you do not like it than return it"You speak of customer service and professionalism when you know deep down inside if you were on my end you would also be infuriatedYou sold me a car legally but it was far from being ethical, moral or professionalThe professionals have clearly documented $5,plus worth of repairs that need attention, you knew I would either return the car and lose over $2,for inspections and repairs or keep it and bite the bulletI opted to keep the vehicle rather than loose my hard earned money and you are clearly responsible for placing me in that difficult and stressful situationIf you would have disclosed the damages per the professional report I have forwarded to your staff from the beginning I would of never ever even considered buying this vehicleI need you to compensate me for failure to disclose evident damages and shortcomings on your endI will not allow you to fraud your way to my money and sell me a product that I bought based on trust and honesty when you clearly have no regard for basic ethics and morals because you made a legal sale! Regards, [redacted]
Thank you for bringing this to our attention and giving us an opportunity resolve this issueWe regret that Mr***’s F-has had problems and we are trying to helpThe F-was originally brought in for a coolant leak on 3/06/with the odometer at 97,Leif Johnson Ford was asked to diagnose the problem; however, Mr [redacted] declined the repairs at that time saying he would replace the upper and lower radiator hoses and EGR cooler hose himselfMr [redacted] next came in on 06/13/with 105,662miles on his F-250; it was leaking coolant stillHe asked us then to perform the necessary repairs from the previous visit; the upper and lower hoses, and the leaking EGR cooler hoseIt was verified that there were no more coolant leaks at that time and Mr [redacted] picked up his truckMr [redacted] then returned on 6/20/with 105,miles; the oil temperature was at degrees and coolant temperature at degreesThe issue - the temperature variance between the two being too great - indicated a failed oil coolerThis issue did not present itself during diagnosis on the last visit due to the fact that Mr [redacted] installed a performance tunerA performance tuner will eliminate any diagnostic trouble codes from being stored in the PCMPer the customer’s request, we replaced the oil cooler, dip stick tube, exhaust bolt and both drive beltsMr [redacted] returned on 06/29/with 105,miles; again complaining of a coolant leak After diagnosis we found Mr***’s water pump leaking, not coolantWe replaced his water pump assembly and Leif Johnson Ford covered the cost of this repair completelyMr [redacted] has aftermarket parts, specifically a tuner/programmer on his truck, which changes Ford factory settings and causes issues with Federal emissions, along with increasing horsepower, combustion and boost pressure on the engineThis puts unnecessary stain on powertrain components such as the cooling systemWhen [redacted] ***, our Shop Foreman, went on the test drive with Mr***, the customer was driving and went full throttle acceleration several times The tuner/programmer can cause an over-pressurized cooling system which will in turn cause the problems that Mr [redacted] has experienced We did verify the truck does not present an over-pressured cooling system when the tuner is not installed We understand this answer about the aftermarket tuner is not Mr***’s ideal answer, but it is our professional opinionThere is a pipe that Mr [redacted] says we did not install correctly that we would like to inspect and verify soon as possibleWe are still eager to help Mr [redacted] get his F-in great shapeWe would appreciate the opportunity to have the F-in our shop to verify the pipe concern as well as assist Mr [redacted] with anything else his truck might need Thanks in advance, [redacted] Fixed Operations Director Leif Johnson Ford
Mr [redacted] we understand your concern and appreciate you bringing it to our attention, We Have [redacted] store manager and [redacted] sales representative working with you currently to come up with alternative ways to get you financed for your new vehicle, to my understanding you spoke with them yesterdayWith regards to your original submission the documents I attached previously gave your your permission electronically for Truck City ford and bank affiliates to obtain financing for youWe will continue to work diligently on your behalf to help in the loan approval process if you so chose Thanks [redacted] ***
Complaint: [redacted] I am rejecting this response because: When I took my vehicle into Leif Johnson I informed the technician I wanted an oil change At that time, I was informed by the technician the cost to replace my spark plugs and wires I did purchase my own parts from Advanced auto parts on 2/11/ I have the sales receipt which has the product code for spark plugs and one set of wires (The attached invoice is from Advance Auto Parts which contains the product codes) The technician quoted me a price of $for the labor to complete the tune upHe quoted a price for hour job; however I frequently called to check on my vehicle which the job was not completed until minutes before closingThe service technician only quoted me a price for the labor and never offered a warranty or suggested that we get a diagnostic before the tune up took placeAgain, we were only getting routine maintenance It is correct to say that my vehicle had not been placed in the garage for an oil change until after I requested the tune up On my way home, I noticed my vehicle was not running properly I quickly tried to call the shop; however, the facility was closed I did call the next morning and spoke to the technician and the sales associate over the phone to inform them of the problem They suggested I return to the repair shop On Wednesday, February 17, 2016, I returned to Leif Johnson When I arrived at the repair shop, there was a different technician at the front deskI requested to speak to the technician I had been speaking with and the sales associate was reluctant in allowing me to speak to him The sales technician insisted the repairs were completed correctly and there must be some other issue with the vehicle and insisted that I get a diagnostic on my vehicle and it would cost $for this service I informed the technician that my vehicle was running fine prior to the tune up and I did not have issues prior to this repair I informed him that I did not understand why I had to pay for a diagnostic The vehicle did not work properly as a result of their repairs At that time, the sales associate informed me of the current policy He stated that normally they do not service vehicles if the parts are not purchased from the company I was not informed previously of this, which I saw no problem since I was quoted a priceOn the receipt of Leif Johnson there is a column of services denied (which I know now due to the technician educating me on their written code)I was not informed of any further services needed when I originally picked up my vehicleIt was when I inquired about my vehicle running poorly, that I was informed of this services deniedThis is when the technician stated I needed a diagnostic to determine services needed for that codeI asked to speak with the manager who was not in that day I did finally get to speak with the technician that worked on my vehicleHe accompanied me to do a test drive around the facilityHe then stated that he did not recall the vehicle running in such poor condition prior to the maintenanceIn result he offered to double check his work free of chargeSince the mechanics at Leif Johnson did not fix my vehicle correctly, I decided I wanted to go elsewhere I went to another automotive facility (Austin Specialist Automotive) and had them complete a diagnostic on my vehicle The results of the diagnostic indicate that I needed to get new spark plugs and the wires needed to be replaced This information leads me to believe that Leif Johnson never completed the tune on my vehicle Leif Johnson statement indicates they only replaced the spark plugs on my vehicle for the tune up I did provide the spark plugs and wires for the tune up; which is stated in the Advanced auto parts receipt attachedHowever, I find it suspicious that Leif Johnson would continue to do a tune up service on my vehicle if they believe I didn’t have all the equipment If my vehicle needed wires than why wasn’t I informed prior to the commencement of the work? At any point of time, the service technician should have indicated my vehicle needed the wires prior to me leaving the facilityThis is just to combat Leif Johnson’s statement because I did provide spark plugs and wiresPrior to the tune up, my vehicle was in good running condition I only went in to obtain routine maintenance on my vehicle After the work was completed, my vehicle is no longer running Regards, [redacted]
We are so sorry to hear that your opinion of your experience after purchase turned so negativeWe always strive to provide the best service to our customers before, during, and after the sale, and we sincerely apologize for failing on this occasionUnfortunately, mistakes on paperwork/titling, etcdo sometimes occur despite everyone’s best effortsWhen there is a mistake, we must work quickly to have all paperwork complete for our customers, banks, finance entities, registration etcIn this case, we ended up sending a driver all the way to Midland at our expense in order to make things as easy as possible on our customerWe also worked as quickly as possible to issue the Lojack refund requested by the customer, and that refund has now been processed in fullWe hope that our actions to remedy this have been satisfactory, and please do let us know if there is anything else we can doRespectfully, [redacted] ***General Sales ManagerLeif Johnson Ford Stores
Mr [redacted] brought his vehicle VIN [redacted] into Leif Johnson Ford Superstore on Hwy on February 11th requesting only an oil change After the technician moved the vehicle into the service bay, the customer approached the technician about replacing his spark plugs that he had purchased elsewhereMr [redacted] offered to pay the technician directlyThe tech advised the customer he could not do that and that Mr [redacted] would have to speak to a service advisor to add this to the repair order Mr [redacted] spoke with a service advisor about his vehicle running rough and asked the advisor to have us replace his spark plugs with ones the customer provided The service advisor informed Mr [redacted] if he was having problems with the vehicle it would be in his best interest to diagnose the issues The customer stated he already knew the spark plugs were the issue and didn’t need a diagnosis The advisor then informed Mr [redacted] that if we installed the parts he provided there would be no warranty on the parts nor a guarantee the rough idle would be corrected; the customer was fine with this and still wanted us to install his spark plugs While performing the spark plug replacement, the technician noted the vehicle was running lean on bank and we diagnosed the intake manifold runner control actuator was malfunctioning The service advisor informed the customer of the issue and that further diagnosis would be required to determine exactly why the vehicle was running poorly and to put together a thorough estimate to insure there were no further issuesThe customer declined diagnosis again stating he only wanted the plugs replaced.After picking up the vehicle, the customer called in and stated we did not fix his problems and the vehicle was still running roughWe informed the customer the vehicle needed to be inspected to determine what else along with the intake runner control actuator would be neededWe informed Mr [redacted] this service would be $ At this point, the customer changed his story and stated the vehicle was running fine before we worked on it and he only requested we replace the spark plugs as a part of the vehicle’s maintenance I told the customer I would recheck the work we did to ensure it was completed correctlyThe customer returned a week later on February 18th and informed me he had the vehicle checked at another shop in the meantime and the other shop told him we did not replace the spark plugs or spark plug wires I informed the customer that we did replace the spark plugs, but we did not replace the wires because he had specifically requested we only replace the spark plugs with the spark plugs he supplied The customer replied that he had the wires with the plugs and they were no longer in his vehicle I spoke with the technician and he confirmed the customer only had spark plugs, no wires We then rechecked the work performed on the vehicle at no charge and found no problems with our work.I informed the customer we found no problems with the work we performed on the vehicle and asked him if he had any paper work from the shop that told him we did not replace the spark plugs He did not I asked him if he had a receipt for the spark plug wires He did not We offered again to diagnose the issue for a fee of $but the customer declinedAt this point we feel like Mr [redacted] maybe trying to take advantage of the store
Thank you for reaching out to us with your concernWe were able to contact David and reach an agreement on the vehicle he was interested inAll of our Vehicles are equipped with a stolen vehicle recovery system that is currently activated on all vehicles in our inventoryWe have Bright Yellow and red tags with disclosures on all of our vehicles disclaiming that you can purchase the Stolen vehicle recovery system for $dollars or at the customers option have it deactivated at no charge to the customerMr [redacted] took delivery of his Transit this morning at the advertised price, with the stolen vehicle recovery system deactivatedThaks again for bringing this to our attention and apologize for any misunderstanding that may have happened from our staff to customerRespectfully, [redacted] ***
Complaint: [redacted] I am rejecting this response because: You guys know that the windshield was remplace by saflite I told the manager before the pick up my vehicle and also to the persons that drove my Truck to the shop.Your body shop broke the windshield when removing it and try to hide the factsby doing so the shop voided the warranty and that's why you guys wanted me to pick my truck with broken windshield so I have to be the one paying out of pocketstill months is more than enough timeUSAA contradict your time lines so some one is been untruthfulAlso when I when to pick up my truck on the because acording to [redacted] it was ready for pick up it was not finish at all new scratches and real bad job on the roffSuper dirty inside and dents not completed repair Regards, [redacted]