Day Ford

This reply is in response to the complaint filed with your office by [redacted] against Day Ford in [redacted] Last Month, Mr [redacted] purchased a pre-owned Ford Ffrom Day FordThere were many mechanical repairs that had to be completed prior to delivering the truck to Mr [redacted] and, as he suggested, all of those repairs were made to his satisfaction There was a dent present on this truck that was there ever since it was traded by the previous owner, but we never agreed to repair this dent repair as a part of the original terms of sale that we established with Mr [redacted] After the purchase was finalized and during a review of our customer receivables schedule, I noticed that Mr [redacted] ’s down-payment was never receipted When we called Mr [redacted] to inquire about his down-payment, there were “new” mechanical repairs that he wanted us to make before he gave us his money Reluctantly, but in an effort to make his buying experience a favorable one, we put Mr [redacted] in a loaner vehicle and made the additional repairs that he requested The business relationship that we had with Mr [redacted] quickly turned into a one way association! In my humble opinion, Mr [redacted] is trying to hold us hostage by continuing to make these types of complaints until we “buckle” and fix this dent that has always on his truck from Day One And furthermore, because our relationship has strictly been one way – HIS way – I don’t see a need to make any additional “goodwill” repairs to his truck Day Ford has fulfilled all of its obligations to Mr [redacted] , and then some! I would hope that this correspondence is satisfactory for your records Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-#### Respectfully, [redacted] General Manager Day Ford

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
If the truck had a dent in the door prior to the purchase, I never would have purchased itI would have asked the salesman if the dent could be repaired before I would purchase the truckI looked over this truck 100%, and I know that the dent was not there. I am sending "before" and "after" pictures of the truck that I tookI did email these same exact pictures to Day Ford to show them that the dent was not there from day one like they said it was, but happened during the time they had the truck for repairs. All I want from Day Ford is to be reimbursed the total cost of the repair for the dentI got an estimate from a local auto body repair shop, and the total is $369.94. Until then, I will not be satisfied with Day Ford's responseThank you
Regards,*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** ***

This reply is in response to the complaint filed with your office by *** ** *** against Day Ford in *** *** Mr*** inquired about purchasing a Ford Mustang from Day Ford in late January. He spoke with our sales consultant, ***
***, and with me (*** ***) about various aspects of the sale. It has been our policy at Day Ford that if a customer leaves a deposit on a used vehicle, the deposit only secures the final negotiated price, NOT the car itself. This was made very clear to Mr*** when he offered to put a deposit on this particular unit. The main reason for this policy is that we adhere to a strict 60-day used car inventory turn and leaving deposits on vehicles that may or may not get delivered only makes our inventory “age” unnecessarily. Unfortunately for Mr***, we did negotiate another deal on this same vehicle with a customer who was prepared to take immediate delivery. When I talked to Mr*** to inform him of this development, I explained to him that if for any reason this deal fell apart, I would let him know as soon as possible He did seem upset with this news and later in the day, he called several people at Day Ford to complain and to threaten to sue usFor the record, we never ran his credit card for the deposit he wanted to leave, but we did secure the price he negotiatedI do apologize if Mr*** felt slighted or if he feels that this policy is unfair; however, it’s never been an issue for us with any other customer in the past. I would hope that this correspondence is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####. Respectfully, *** *** Sales Manager Day Ford *** *** *** *** *** ** ***

This reply is in response to the complaint filed with your office by *** ** *** against Day Ford in *** *** Mr*** brought his Finto Day Ford for a second opinion after another repair facility was unable to repair the check
engine light on his truck. Mr*** informed us that a solenoid for the phaser had been replaced and some wiring was also repaired by this other facility. When Day Ford performed the diagnostics, our technician found that the left side camshaft phaser had stuck and it was rding the timingWe then obtained authorization from Mr*** to replace the phaser and the necessary seals and gasketsOnce the phaser was replaced, the truck was re-tested and we found that the phaser was now working to advance the timing but it would not rd back to zero, as it should. As a result, it was necessary to remove the timing cover and inspect the tensioner, the chains and the guidesIt would not have been necessary to remove the timing cover to replace the phaser, nor did we have any reason to remove it prior to this discovery. Once the cover was off, we found that the guides were broken and the tensioners did not have enough tension; therefore, we suggested replacing the tensioners, the chains, the guides, and the necessary gaskets and hardwareWe called Mr*** with our recommendation and he gave us the authorization to finalize all of the repairs. To be clear, Mr*** was updated and advised of our findings throughout the entire repair process. No work was completed to his truck by Day Ford or its technician without us securing a prior authorization from Mr***. The bill was not “inflated” (as he suggested) and he had every opportunity to halt the repair process at any given time. The repairs that were completed were necessary to fix his truck I would hope that this correspondence is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-#### Respectfully, *** *** General Manager Day Ford

This reply is in response to the complaint filed with your office by [redacted] against Day Ford in [redacted]   Last Month, Mr. [redacted] purchased a pre-owned 2010 Ford F150 from Day Ford. There were many mechanical repairs that had to be completed prior to delivering the...

truck to Mr. [redacted] and, as he suggested, all of those repairs were made to his satisfaction.  There was a dent present on this truck that was there ever since it was traded by the previous owner, but we never agreed to repair this dent repair as a part of the original terms of sale that we established with Mr. [redacted].     After the purchase was finalized and during a review of our customer receivables schedule, I noticed that Mr. [redacted]’s down-payment was never receipted.  When we called Mr. [redacted] to inquire about his down-payment, there were “new” mechanical repairs that he wanted us to make before he gave us his money.  Reluctantly, but in an effort to make his buying experience a favorable one, we put Mr. [redacted] in a loaner vehicle and made the additional repairs that he requested.  The business relationship that we had with Mr. [redacted] quickly turned into a one way association!   In my humble opinion, Mr. [redacted] is trying to hold us hostage by continuing to make these types of complaints until we “buckle” and fix this dent that has always on his truck from Day One.  And furthermore, because our relationship has strictly been one way – HIS way – I don’t see a need to make any additional “goodwill” repairs to his truck.  Day Ford has fulfilled all of its obligations to Mr. [redacted], and then some!    I would hope that this correspondence is satisfactory for your records.  Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####.  Respectfully, [redacted] General Manager Day Ford

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

This reply is in response to the additional matter filed with your office by [redacted] against Day Ford in Monroeville, PA.   While I appreciate Mr. [redacted]’s frustration with our response, Mr. [redacted] should realize that we are equally frustrated with his continual attempt at insisting that Day Ford should fix this pre-existing dent.  As we clearly documented in our initial response, this dent was present on this truck ever since it was traded by the previous owner, and we never agreed to repair it as a part of the original terms of sale that we established with Mr. [redacted].     Additionally, we reluctantly agreed to complete other mechanical concerns of his in an attempt to make his buying experience a favorable one.  We even put Mr. [redacted] in a loaner vehicle while we made those repairs, but our business relationship certainly has been a one way association from the onset.  As I stated in my initial response, it’s not the $369+ estimate that’s an issue.  It’s the principle of the thing.  I hold firm that Day Ford has fulfilled all of its obligations to Mr. [redacted], and then some!    I would hope that this correspondence is satisfactory for your records.  Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####. Respectfully,  [redacted] General Manager Day Ford

Review: I am owed three customer referral incentives which I have never received. I also recently had to take my vehicle there for service and they kept my vehicle 7 days (for work that should have been done in 1 or 2 at the most). While there I again asked and also emailed the general manager, Kevin H[redacted], with regards to my displeasure with the amount of time they kept my car; and why I had never received my incentives. I had to call him because their receptionist gave me the incorrect email address. I described all my concerns to him. I never heard back from him but the manager, Doug of the service dept. called me to inform me my car was ready; they gave me a 10% discount on the work and were to email me a $100 credit towards future service. He was also going to forward my incentive concerns to the sales manager. I have NEVER received the email with the service credit nor have I received the three incentives. After a week I called the Ford Co. itself and they took my concerns and said Ford takes customer service very seriously and that I would hear from someone. It has now been 3-4 weeks and I have never heard from anyone. It is absolutely ridiculous that I as a customer should have to call over and over again to get what I have been promised. Me and my family have now purchased six vehicles from this dealership and are very disappointed with their customer service. I would appreciate any help in this matter.Desired Settlement: I want the three incentives and the $100 service credit that is owed/was promised to me..

Business

Response:

April 25, 2016 Re: [redacted] - # [redacted] Dear Ms. [redacted] This reply is in response to the complaint filed with your office by [redacted] against Day Ford in Monroeville, PA. I’ve read the complaint filed by Ms. [redacted] in its entirety. After some internal investigation, it does appear as though she is entitled to (3) separate referral fees from customers she sent to Day Ford who eventually purchased vehicles from us. Her salesperson, Ed A[redacted], failed to complete the required paperwork at the conclusion of those deals, but we’ve corrected this oversight and we’ve issued a check request for $150 payable to Me. [redacted] to cover the (3) referral fees. Additionally, I spoke to our Service Manager, Doug B[redacted], about the confusion surrounding the discount/credit that she was supposed to receive for future services. Doug assured me that he issued a $100 credit to Ms. [redacted] for any future service bill she might incur in our Service Department, and the notation for such was placed in her service file. I would hope that this correspondence is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####. Respectfully, Kevin H[redacted] General Manager Day Ford 3696 William Penn Highway Monroeville, PA 15146

Consumer

Response:

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,

Review: I contacted Day Ford to inquire about a 2009 Mustang. On 1/31/15 I spoke to a salesman by the name of [redacted]. We discussed the car and I had some questions and he got the answers for me. I then asked him if he would negotiate a price. he responded that he could not and that I would have to speak with [redacted]. I negotiated a price on a 2009 mustang with [redacted] on 2/6 and I told him that I wanted the car. I also told [redacted] that I wanted the mustang. I asked if they would take a personal check for the agreed upon price. I was told that they would not take an out of state check. This was at around 1 pm. I was told by [redacted] that they needed a certified check from the bank. I told him that I would go to the bank the next day and that I would do just that. I gave them a $500.00 earnest money to hold the price. [redacted] told me that if they had someone that wanted the car that he would call me. On 2/7 I went to the bank and got a certified check. Prior to leaving [redacted] at 1030 to go to the dealership and pick up what I thought was my car I was told that there was a deal in the works. At that time I asked why and that I thought we had a deal.

They had no answer for me it was just that a deal was in the works. I asked to talk to the dealership management and they transferred me to him. His name was [redacted] and I didn't get his last name. I left a message on his voice mail however he didn't return my call. I called back and got the receptionist and she page him however he was not available. He never did call me back. I the ask for the number to the cooperate office and talked to a person by the name of [redacted] He must of contacted the dealership and then I got a call the next day. I feel as thought we had a verbal contract that was broken by the dealership. I fell as though the dealership and the employees there have no integrity which is the foundation of a business. It is my loss.Desired Settlement: There is no settlement that can be done however I would like this situation documented to prevent the same thing to happen to another perspective customer and allow the customer a notice that this dealership can not be trusted to do the right thing and warn of the integrity of the sales staff and the management of the business. I have bought a lot of cars in my 43 years of driving and this is the first time I have endured this kind of treatment.

Business

Response:

This reply is in response to the complaint filed with your office by [redacted] against Day Ford in [redacted] Mr. [redacted] inquired about purchasing a 2009 Ford Mustang from Day Ford in late January. He spoke with our sales consultant, [redacted], and with me ([redacted]) about various aspects of the sale. It has been our policy at Day Ford that if a customer leaves a deposit on a used vehicle, the deposit only secures the final negotiated price, NOT the car itself. This was made very clear to Mr. [redacted] when he offered to put a deposit on this particular unit. The main reason for this policy is that we adhere to a strict 60-day used car inventory turn and leaving deposits on vehicles that may or may not get delivered only makes our inventory “age” unnecessarily. Unfortunately for Mr. [redacted], we did negotiate another deal on this same vehicle with a customer who was prepared to take immediate delivery. When I talked to Mr. [redacted] to inform him of this development, I explained to him that if for any reason this deal fell apart, I would let him know as soon as possible. He did seem upset with this news and later in the day, he called several people at Day Ford to complain and to threaten to sue us. For the record, we never ran his credit card for the deposit he wanted to leave, but we did secure the price he negotiated. I do apologize if Mr. [redacted] felt slighted or if he feels that this policy is unfair; however, it’s never been an issue for us with any other customer in the past. I would hope that this correspondence is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####. Respectfully, [redacted] Sales Manager Day Ford [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,[redacted]

Review: I took my newly purchased 2010 Ford F150 in to Day Ford for service. Most of the mechanical problems were taken care of. There are still a few issues that I mentioned to them that weren't addressed. All of the work was covered under the warranty, free of charge. That is not my complaint, though. My problem is after the service was complete, I picked the truck up, drove it home, and in the morning I looked over the truck and found a large ding/dent in the rear, driver side door. I know the dent was not there prior to the service because I have pictures to prove it and I also just washed the truck before I took it in for service and that was not there. I would never have purchased the truck with a ding/dent like that in the door. I contacted Day Ford about the problem and they said it was a used truck and the dent must have been there when I purchased it. I emailed Day Ford a picture of the dent and they said it looked like there was rust in it. They said the red paint must be rust. I know for a fact it was not there before I purchased it. It looks like some kind of heavy, red tool or something hit it. I was contacted by email and was told they are not going to do anything about it. They also told me to never bring my truck there again.Desired Settlement: I would like Day Ford to cover the cost of the repair for the ding/dent in my door. I have a written estimate for $369.94 for the damage. I would like to have it fixed in my home town by a qualified repair shop and Day Ford cover the expense. That way I would never have to deal with Day Ford again!

Business

Response:

This reply is in response to the complaint filed with your office by [redacted] against Day Ford in [redacted] Last Month, Mr. [redacted] purchased a pre-owned 2010 Ford F150 from Day Ford. There were many mechanical repairs that had to be completed prior to delivering the truck to Mr. [redacted] and, as he suggested, all of those repairs were made to his satisfaction. There was a dent present on this truck that was there ever since it was traded by the previous owner, but we never agreed to repair this dent repair as a part of the original terms of sale that we established with Mr. [redacted]. After the purchase was finalized and during a review of our customer receivables schedule, I noticed that Mr. [redacted]’s down-payment was never receipted. When we called Mr. [redacted] to inquire about his down-payment, there were “new” mechanical repairs that he wanted us to make before he gave us his money. Reluctantly, but in an effort to make his buying experience a favorable one, we put Mr. [redacted] in a loaner vehicle and made the additional repairs that he requested. The business relationship that we had with Mr. [redacted] quickly turned into a one way association! In my humble opinion, Mr. [redacted] is trying to hold us hostage by continuing to make these types of complaints until we “buckle” and fix this dent that has always on his truck from Day One. And furthermore, because our relationship has strictly been one way – HIS way – I don’t see a need to make any additional “goodwill” repairs to his truck. Day Ford has fulfilled all of its obligations to Mr. [redacted], and then some! I would hope that this correspondence is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####. Respectfully, [redacted] General Manager Day Ford

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

If the truck had a dent in the door prior to the purchase, I never would have purchased it. I would have asked the salesman if the dent could be repaired before I would purchase the truck. I looked over this truck 100%, and I know that the dent was not there. I am sending "before" and "after" pictures of the truck that I took. I did email these same exact pictures to Day Ford to show them that the dent was not there from day one like they said it was, but happened during the time they had the truck for repairs. All I want from Day Ford is to be reimbursed the total cost of the repair for the dent. I got an estimate from a local auto body repair shop, and the total is $369.94. Until then, I will not be satisfied with Day Ford's response. Thank you.

Regards,[redacted]

Business

Response:

This reply is in response to the additional matter filed with your office by [redacted] against Day Ford in Monroeville, PA. While I appreciate Mr. [redacted]’s frustration with our response, Mr. [redacted] should realize that we are equally frustrated with his continual attempt at insisting that Day Ford should fix this pre-existing dent. As we clearly documented in our initial response, this dent was present on this truck ever since it was traded by the previous owner, and we never agreed to repair it as a part of the original terms of sale that we established with Mr. [redacted]. Additionally, we reluctantly agreed to complete other mechanical concerns of his in an attempt to make his buying experience a favorable one. We even put Mr. [redacted] in a loaner vehicle while we made those repairs, but our business relationship certainly has been a one way association from the onset. As I stated in my initial response, it’s not the $369+ estimate that’s an issue. It’s the principle of the thing. I hold firm that Day Ford has fulfilled all of its obligations to Mr. [redacted], and then some! I would hope that this correspondence is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####. Respectfully, [redacted] General Manager Day Ford

Review: I bought a actuating lever to parking brakes for a 2004 Ford F150 on 9/19/2015. the wrong part was given to me. I tried to install it but my brakes would not fit with it. the lever even to me was the incorrect one. I called back on 9/26 and was asked if the sales agent checked the VIN number on my truck due to the concern that he gave me the wrong part. I answered "no." he went to the back and grabbed it without checking anything, as if he knew exactly which part, when he said that it is a common part to go bad on the trucks, and he knew exactly where to get it.

when I came to return 2 of them, for both rear driver and passenger side parking brakes, rich called me a liar 4 times, stating that I never bought them there. Unfortunately, this is the only place I could find it. he first stated that I was never there the previous weekend. He then stated he called the sales agent, who stated he never sold the part the previous weekend. approximately 40 minutes later, he changed the story and stated that the agent did sell me the lever. He then stated that the bag they came in were the wrong bags and only ford parts come in blue bags. He refused to accept my receipt. He then called me a liar, stating that he has records showing I paid in cash, when I have receipt an credit card report stating with my credit card. He then refused to sell me the correct parts 2 times, until I spoke plainly, "Are you refusing to sell me the correct part for my truck?" Only then did he offer to sell me the part. I bought the correct part because he refused to exchange for the incorrect parts that were handed to me 1 week later.Desired Settlement: I want full refund of the cost of the parts that were incorrectly given to me, $65.70. I want a full written apology from Rich who called ma a liar 4 times.

Business

Response:

September 30, 2015 Re: [redacted] - # [redacted] Dear Ms. [redacted] This reply is in response to the complaint filed with your office by [redacted] against Day Ford in Monroeville, PA. I, personally, waited on Mr. [redacted] this past Saturday, although his account of what transpired is quite different than my account. When Mr. [redacted] approached the parts counter at Day Ford, it was plain to see Mr. [redacted] was very upset and in a hurry, and he was very short with me. His tone of voice and actions were witnessed by two other employees who were standing near us. When I asked him if I could help him, he responded by throwing a bag of parts on the counter and stating that he had purchased the parts here the week before, but they were the incorrect parts and he wanted to exchange them for the right parts. I asked him for a copy of his receipt and I asked him if he had the bags that originally held the parts. He said that he couldn’t find his receipt and the bag he gave me was the same bag that we gave him the week before by one of our associates. The bag that Mr. [redacted] gave me had aftermarket numbers on it and it looked like there was Japanese writing of some sort on it. The parts had no Ford stampings to indicate they were, in fact, genuine Ford products. Because he was already upset, I gingerly tried to explain to him that any parts we might have sold him would have been wrapped in Ford packaging. I asked if it was possible that he had brought the wrong bags with him, as I was trying to determine whether or not the parts had been packaged incorrectly by Ford. Mr. [redacted] responded with something like: “How many times do I have to tell you that this was the bag I got when I bought the parts – don’t tell me I didn’t buy these parts here!” I reminded him that he didn’t have to get angry with me, as I was only trying to help him. Since this was obviously going nowhere, I decided to go a different route and I tried to find a copy of his receipt in the computer system. I asked his name and he replied [redacted]” I asked him if this was first or last name and he told me to try “[redacted].” I looked for a corresponding invoice but I could not find anything under this name. I then asked him how he had paid for the parts and he said he used a credit card. I tried looking through the credit purchases from that date but I had no luck. Mr. [redacted] became angrier with every question I asked and he made remarks about “poor service” as he talked very loud to anyone who would listen. I then asked him for the VIN number of his vehicle so I could determine what parts the catalog called for, and then I could look-up the parts under the part history tab. At about this time, a co-worker, Tommy O[redacted], came to the counter and told me that he had spoken with Mr. [redacted] earlier in the day. Tommy also asked Mr. [redacted] to bring the VIN number with him. Upon hearing this, Mr. [redacted] threw the VIN number down on the counter and kept mumbling to himself in disgust. I apologized to Mr. [redacted] for taking so long and I asked for his patience while I tried to resolve the problem. At this point, he bent over and laid his head on the parts counter and remarked about how the associate from the week before knew exactly what he was looking for and went right to the shelf and got the parts. I even asked our employee who worked that Saturday if he remembered dealing with Mr. [redacted], but unfortunately, our guy couldn’t remember waiting on him. Nonetheless, I was finally able to find a parts invoice that was written that particular Saturday for those exact parts. It was closed-out to a cash account and it had no customer’s name on it. When I explained this to Mr. [redacted], he said “First you call me a liar and insist that I didn’t buy the parts here, and now you call me a liar and question how I paid for the parts!” To be clear, I never called Mr. [redacted] a liar! I just needed to substantiate the transaction before handing out a refund – that’s company policy and I was just doing my job. I went to the shelf and pulled the right parts from the catalog for his vehicle. The parts I pulled were different than the parts he was trying to return. All I needed to complete the exchange was the bags for the parts that he originally purchased. He responded by becoming very dramatic, stretching his arms out in the air and shouting “this was the bag I was given with the parts and I don’t like being called a liar!” Again, I said I wasn't calling him a liar, but since he had no receipt and he didn’t have the bags that came with the parts, the parts he wanted to return were NOT returnable. To be clear, I was more than willing to give him the credit he wanted as soon as he provided the parts packaging for me. In frustration, Mr. [redacted] finally decided to buy the parts he needed for his vehicle and he paid for them with a credit card. Before he left, he asked for my name and I gave it to him. Shortly afterwards, our guy who waited on him the first time did remember talking to him that week, and the thing that stuck out was that Mr. [redacted] also refused to give him a VIN number to look up the right parts and he was similarly very ignorant towards him during his entire visit. I was very upset with this entire ordeal with Mr. [redacted], as I couldn’t understand how he might have received the wrong parts from us in the first place. But it took me another 20-minutes of investigating to figure out what might have happened. As it turns out, even without having the VIN number, we billed Mr. [redacted] for the right parts but we handed him the wrong parts! I found parts on our shelves that looked exactly like the ones that Mr. [redacted] had purchased and they, too, had no stampings from Ford. The only difference between the parts on our shelf and the parts in his bag was that our parts were still wrapped in the original packaging and the packaging from the parts he was trying to return was somehow missing. This is one of those unfortunate events that should have never occurred. You’d be surprised how often customers do come to our parts counter with no boxes or bags or receipts and demand a refund on parts that they may or may not have purchased from us. I truly do apologize to Mr. [redacted] for the confusion over the parts purchase, but to repeat, I never called him a liar. I know he was inconvenienced by having to return to us for the right parts, but his refusal to supply me with the bags for the original parts made the whole situation much more difficult than it should have been. As I originally stated, I will gladly refund the $65.70 Mr. [redacted] paid for the original parts just as soon as he can supply me with the original packaging for those parts. I sincerely hope that this correspondence is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####. Respectfully, Rich R[redacted] Parts Manager Day Ford 3696 William Penn Highway Monroeville, PA 15146

Review: Service was to be performed for State Inspection and Emission. Red light was on for Service Engine. Was told would be a minor problem, that was inflated to $3200.00 We feel work was unwarranted and not necessary, just to fix Engine Light.

Truck was apart and told found light and cost would be $1499. We had no choice and thought that was what we had to pay. Then again was called and needed different work, which we feel had nothing to do with either inspection or emission .

Finally truck ready after 3 weeks and a whooping bill of $3200.00. We feel we have a right to contact Attorney General also. We notified them as our intent and have heard nothing. Labor charge was $2400. Cannot prove they worked on truck that it took that many hours to fix.Desired Settlement: Want Ford to only charge original $1499.00.

Business

Response:

This reply is in response to the complaint filed with your office by [redacted] against Day Ford in [redacted] Mr. [redacted] brought his 2004 F150 into Day Ford for a second opinion after another repair facility was unable to repair the check engine light on his truck. Mr. [redacted] informed us that a solenoid for the phaser had been replaced and some wiring was also repaired by this other facility. When Day Ford performed the diagnostics, our technician found that the left side camshaft phaser had stuck and it was rding the timing. We then obtained authorization from Mr. [redacted] to replace the phaser and the necessary seals and gaskets. Once the phaser was replaced, the truck was re-tested and we found that the phaser was now working to advance the timing but it would not rd back to zero, as it should. As a result, it was necessary to remove the timing cover and inspect the tensioner, the chains and the guides. It would not have been necessary to remove the timing cover to replace the phaser, nor did we have any reason to remove it prior to this discovery. Once the cover was off, we found that the guides were broken and the tensioners did not have enough tension; therefore, we suggested replacing the tensioners, the chains, the guides, and the necessary gaskets and hardware. We called Mr. [redacted] with our recommendation and he gave us the authorization to finalize all of the repairs. To be clear, Mr. [redacted] was updated and advised of our findings throughout the entire repair process. No work was completed to his truck by Day Ford or its technician without us securing a prior authorization from Mr. [redacted]. The bill was not “inflated” (as he suggested) and he had every opportunity to halt the repair process at any given time. The repairs that were completed were necessary to fix his truck. I would hope that this correspondence is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####. Respectfully, [redacted] General Manager Day Ford

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,