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Cucci Ford Reviews (1)

Initial Business Response /* (1000, 5, 2015/03/16) */
Contact Name and Title: [redacted] Service D
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cucciford.com
Upon receiving the customers vehicle for a "Wrench Light" being on/off and the vehicle was not running properly, we...

worked it into dispatching the vehicle out to our Ford factory trained Transmission specialist who is a Senior Master certified technician in Transmission work. We have one qualified transmission specialist who works on all of our transmission work, he was back logged at that time and took a while to get the proper diagnosis on his vehicle. The customer also advised us, at time of drop off, that the throttle chamber had been replaced by himself to possibly fix the running rough problem but it had not. Upon verifying his complaints, after test driving his vehicle, the fluid was checked (was in good condition) & then he checked the computer for codes. Codes P0701( transmission control system-range/performance issue), P0871 (trans secondary fluid pressure sensor & sensor circuit failure) & P0961 (PCA out of range) were retrieved. Our technician then proceeded to perform a pin point test, per the [redacted] service manual A1-A3, found test A3 had failed. At that time he ruled out any other possible causes listed in the service manual, ie. checking for proper install on trans pan & filter and that there was not any restrictions. He then, per the repair procedure which is the same as a warranty repair, determined that we would need to start by replacing the Mechatronic Assembly and that there may be more needed repairs after this part was installed, worst case it may need a new transmission. We notified the customer, who initially declined the work but called back and he authorized the work after thinking about it for a few days for a total of $1847.05+taxes. Once the part was received, we installed the part and test drove the vehicle again. At this time the technician determined that the installed Mechatronic assembly did not cure the vehicles issues in the performance of the vehicle and that there are additional bad components on the inside of the transmission, which would need to be removed and taken apart to determine which ones, at a high cost. The CVT transmission is his vehicle, if parts are available, is very costly to disassemble and rebuild. It is more cost effective to replace this transmission with a new one. Our technician took it upon himself to remove the newly installed part, at no additional fee, and re-install the old part on his own time so he did not have to pay for the part. We notified the customer of this and advised him his vehicle would need a new transmission at the cost of $5295 for an aftermarket or $7095 for an OEM transmission from Ford. We explained to him that we were not charging him for the total of the initial repair because it was not fixing the issue 100% and a much more extensive repair was needed. Advised the customer that we were only charging him for the fluid that was replaced and our technician's diagnosis time. Explained to the customer that we approached this repair the same way we would as if it was covered under a warranty still and this was a starting point, per the repair manual, the next step in the repair process would be to replace the transmission assembly.
Spoke with customer and told him that there was no way we could install a new transmission for the $1847 because that was not what was originally quoted and explained to him that we were not charging him for the total repair that was quoted. There is much more involved in replacing a complete transmission assembly, parts and labor wise. We are willing to work with him, within reason, on any future repairs.
As our technician goes, he was in a Ford class for an unrelated skills area. His specialty is in transmission work, but is also qualified in other areas of repair. This class happened to be on Ford's hybrid vehicles and introducing new repair procedures and new features on these vehicles. All of our technicians go to classes throughout the year to keep up with their Master certification, for any newly released vehicles/products and updates, as well as new procedures in repairs. He is an extremely qualified technician and this scenario was explained to the customer. Unfortunately his vehicle needs a new transmission and we did not charge him for the part originally quoted.

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