Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Contact Name and Title: DEREK [redacted] SVC MANAGER Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @dnford.com VEHILCE CAME IN WITH A CONCERN OF REVING BEFORE SHIFTING INTO SENCOND GEARTHE AFTER MARKET SERVICE CONTRACT COMPANY AUTHORIZED A REMAN TRANS WHICH THEY SUPPLIED US TO INSTALLTHE ABS LIGHT WAS ALSO ONWE FOUND THE LEFT FRONT WHEEL BEARING AT FAULT AND REPLACED WITH NEW AT TIME OF INSPECTION ALSO NEEDED A RIGHT CATCONCERTER, #IGNITION COIL, SPARK PLUGS, INTAKE GASKETS, AND THE AIR FILTER BOX WAS FOUND BROKE BEFORE ANY WORK WAS PREFORMEDTHIS IS NOTED BY THE TECHTHE OWNER DECLINED THE NEEDED REPAIRS AT THIS TIME OFFER: TAKE TIME TO GO OVER DAMAGE WITH CUSTOMER
Initial Business Response / [redacted] (1000, 5, 2017/10/17) */ Customer has received her title, plates, and registration in Indiana instead of Massachusetts Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was still charged $for a late fee on my registration despite not being able to register my car till the day that I didI am also not sure if this business is doing anything to insure that this does not happen again Final Business Response / [redacted] (4000, 9, 2017/10/24) */ It would be very rare that this will happen againThe titling problem happened because of the Massachusetts address on the purchase agreement and the lack of a physical mailing address Final Consumer Response / [redacted] (4200, 11, 2017/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem was never actually fixedThe bank was also given the wrong address so I never received a billRather than them fixing it they completely dismissed meI now have no way to get a bill and j'm Sure there will no be a late fee as well as marks on my credit scoreI'm not sure why my address wasn't fixed but their dismissive attitude is not how business should be conducted
Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Contact Name and Title: Bill [redacted] Body Shop Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @dnford.com The customer brought in his vehicle for theft recovery repairsThe Body Shop did all body repairs and we sent the vehicle to another Dealer for some reprogramming and electrical problems The other dealer replaced the door locks, ignition keys and reprogrammed the keysThere was also an issue with the door lock and window switch not working on the driver's sideIt was determined pop was spilled in the switch and it needed replacedThe switch was replaced and everything was working correctlyThe vehicle was then returned us to complete the body work We called the customer when the vehicle was completedAfter driving the vehicle, the customer called and said it was not driving right and the locks were not workingThey also said the damage on right rear door and 1/was also part of the claimWe had the customer bring the vehicle back and found some loose and broken parts in the front suspensionWe call the Insurance Company to get approvalWe repaired front end and body shop itemsWe then took the vehicle to the other dealer to check the locksThey found corrosion in the wiring connector that was unrelated to the insurance claim We called the Insurance Company about the corrosion in the wiring connectorThey said it was unrelated and would not pay for the repairWe told the customer the Insurance Company would not pay and he said that it was not acceptable and started to get upset and arguing that we should payHe then asked to talk with the General ManagerI transfer the customer to the General ManagerWe had a conference call with customer, General Mange and Body Shop to try and resolve the issueWe agreed to look at the power locks and after that we were done with repair on this vehicleThe customer agreed The customer dropped vehicle so we could look at the locksHe also informed us the right rear door window was not workingWhen we looked into the issues, we found two bad terminalsWe replaced them and put everything back togetherWe check locks and windows and they all were workingWhen the customer picked up vehicle, I explained to him what problems we foundHe then wanted us to replace all the terminals or wiring harnessThe customer wanted us to pay for the repair because we had worked on the vehicleI told him we would not pay because the repairs had nothing to do with the insurance claim and we did not corrode the harnessThe customer then started arguing and became rude and unreasonableI told him we were done fixing things for him and to please leave my officeHe just kept on asking me what are you going to do about it and asking if I was getting mad yetI had a tech in my office at the time, so I finally told him "I suggest you leave and not to come back." A week later the customer called saying the right rear window had stopped workingI told him we were not fixing the windowHe then called the General ManagerThe General Manager tried talking to him and offered to look at the window, but if it needed a window regulator he would need to pay for the regulatorThe customer said that was not good enough and argued with the General ManagerThe General Manager tried to reason with him, but he would not let us talkHe said we were to pay for everything to be repairedThe General Manager said we would not pay and he would need to get in touch with his insurance company and see if they wanted to payThe customer continued to argue and we ended the conversation with him OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This dealer has had an issue with fixing the lock control switches on my drivers side doorThe first night we picked it up after it had been repaired, the lock control switch did not workWe called the dealership before we left the lot because it was after the body shop had closed and informed them of itThey said to call back Monday and they would schedule it at the GM dealership to get it fixedWe called back Monday and scheduled the repair for FridayI took the vehicle to the GM dealership and dropped it offI received a call back from the GM dealership and they said they needed to know who was going to pay for the repairI informed them that it was work that had already been done and was warranty work that they would need to call Bob ThomasBy the time I had gotten to the GM dealership to pick the vehicle up that day they informed me Bill Toth had contacted our insurance company and that they were not going to pay for additional repairsI informed him this was not additional work that they had fixed this supposedly and had billed us for itBill rudely informed me that they had never been in this connector box where they found corrosion and that it was not part of the initial claimI asked him to send me the invoices for all the work that we had been billed for from his facility as my wife had asked him to do on three prior occasionsFinally he sent them to me via email, and the first invoice had listed that they had been in this connector box and that they had cleaned the terminals and put back togetherThe issue is not how the connectors were only cleaned and put back together, the issue I have is the dealer recommended the issue be fixed by replacing the wiring harnessWhen I had picked up the vehicle the GM dealer had said the wiring harness needed to be replaced to fix it correctlyI contend now that I should have been informed of this prior to any temporary fix being attemptedI believe Bob Thomas either directed the GM dealership to put a cheap fix on it to get me done and out of their way, or it was a mis-diagnosis at best from this dealership to put a insufficient temporary fix on this issueI have not been any more rude to Bill then what I have received from himThe incident in his office came about after we dropped the vehicle off at his dealership so that his own personnel could look at these corroded connections after it had been to the GM dealershipI did drop the vehicle off and when they called to have me pick the vehicle up I came into his office to get the keys and paperworkHe informed that they had replaced two terminals but that there was still corrosion from a pop being dumped down the window while it was stolenI asked him to notate the remaining corrosion information on my work order as it had not been listedAgain he was trying to put a bandaid fix on an issue that I was paying to be correctly fixedHis demeanor was threatening and he told me three times I better watch what I sayThe only rude thing I was saying was that his supervision and oversight of the work being done in his shop was at best questionableI left and we drove the car for another eight days when the rear window up control on the drivers arm controls was not working againI am not competent that Bill can get this repair done and have become very frustrated now with his processI have requested to speak with his General manger on two occasions, because Bill's unwillingness to take any responsibility for the short comings of him and his staff in making these repairs correctly Initially he said that they had not done any work in the connector box where the corrosion exists, then when I questioned him about the invoice that notated the repair that was done in this connector box by the GM dealership and we were billed for that work, his only comment was that, they Bob Thomas had not looked or worked in that box directlyI don't care if it was his personal staff or a subcontractor who did the work he is the one who billed and was paid for the workIt just goes to my point that he is lax in his supervision dutiesHe did not review his invoices before he started making accusations at me and being rude to myself and my wife on the phoneI know Bill feels that he has gone over and above for us on these repairs but I do not see itHe has billed and been paid for everything that we had discovered damaged during the theftThe only thing they did was fix an air bag light that was on in our vehicle that we had not requested be done nor was it authorized by usI have spoken with his general manager and their solution was that I could bring my vehicle in one more time to and they would take a look at it and if it was a bad terminal they would replace it and then they were doneBoth Bill and his general manger Michael Trump have told me they will not warranty any work and they will not work on my vehicle againThis is unacceptable to me as they have been paid thousands of dollars for repairs and now I have no recourse should anything not lastI have concerns about their work as this door issue has not lasted more than a week both times that I have called Bill before there was an issueI want my controls fixed correctly and standard warranties honored or I want the monies for the entire repairs of the door controls returned to my insurance company so that I can have the repairs made at a competent Facility Final Consumer Response / [redacted] (4200, 11, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact of the matter was the vehicle was damaged while it was stolenBob Thomas billed me and my insurance company for the work under the initial claim when it was stolen and now that the repair has failed he claims that it was not related to the theft of the vehicleI am not here to argue the cause of the failure, BoB Thomas worked on the vehicle in question, on the issue in question, billed for those services and now that the repair has not fixed the issue they do not want to warranty their workBill was n=more then happy to do the work if the insurance company was going to pay for it, but when he found out it was too late and they were not going to pay for it then he wanted to collect from meI have the invoice from where they billed for the work in the connector box that he says they never worked in and where the continued failures keep happeningThe rear door window still does not work and there is no disputing that, they have worked on it and it is not correct so as stated, either fix it correctly or return the monies to my insurance company so that I can take this vehicle to a reputable repair facility and get it fixed Final Business Response / [redacted] (4000, 14, 2016/02/04) */ Contact Name and Title: Bill [redacted] Body Shop Manager This vehicle has other issues than just the theftWe traced the problem back to corrosion in the left front door connector boxThis had nothing to do with the theft or insurance claimDirectly after the connector box corrosion was determined, I discussed the issue with the insurance companyThey told me it was not related to the theft claim and they would not pay for the repairWe did fixed the lock on the left front door with connector corrosion issue; however the insurance company would not pay for the repair to the connector as it was not related to the theft claimWe did not work on the right rear door window or wiring The customer now thinks we should pay for everythingThe insurance company did not pay for any part of fixing the connector box corrosionWe do not owe any money back to the insurance company or customer OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Contact Name and Title: DEREK [redacted] SVC MANAGER Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @dnford.com VEHILCE CAME IN WITH A CONCERN OF REVING BEFORE SHIFTING INTO SENCOND GEARTHE AFTER MARKET SERVICE CONTRACT COMPANY AUTHORIZED A REMAN TRANS WHICH THEY SUPPLIED US TO INSTALLTHE ABS LIGHT WAS ALSO ONWE FOUND THE LEFT FRONT WHEEL BEARING AT FAULT AND REPLACED WITH NEW AT TIME OF INSPECTION ALSO NEEDED A RIGHT CATCONCERTER, #IGNITION COIL, SPARK PLUGS, INTAKE GASKETS, AND THE AIR FILTER BOX WAS FOUND BROKE BEFORE ANY WORK WAS PREFORMEDTHIS IS NOTED BY THE TECHTHE OWNER DECLINED THE NEEDED REPAIRS AT THIS TIME OFFER: TAKE TIME TO GO OVER DAMAGE WITH CUSTOMER
Initial Business Response / [redacted] (1000, 5, 2017/10/17) */ Customer has received her title, plates, and registration in Indiana instead of Massachusetts Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was still charged $for a late fee on my registration despite not being able to register my car till the day that I didI am also not sure if this business is doing anything to insure that this does not happen again Final Business Response / [redacted] (4000, 9, 2017/10/24) */ It would be very rare that this will happen againThe titling problem happened because of the Massachusetts address on the purchase agreement and the lack of a physical mailing address Final Consumer Response / [redacted] (4200, 11, 2017/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem was never actually fixedThe bank was also given the wrong address so I never received a billRather than them fixing it they completely dismissed meI now have no way to get a bill and j'm Sure there will no be a late fee as well as marks on my credit scoreI'm not sure why my address wasn't fixed but their dismissive attitude is not how business should be conducted
Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Contact Name and Title: Bill [redacted] Body Shop Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @dnford.com The customer brought in his vehicle for theft recovery repairsThe Body Shop did all body repairs and we sent the vehicle to another Dealer for some reprogramming and electrical problems The other dealer replaced the door locks, ignition keys and reprogrammed the keysThere was also an issue with the door lock and window switch not working on the driver's sideIt was determined pop was spilled in the switch and it needed replacedThe switch was replaced and everything was working correctlyThe vehicle was then returned us to complete the body work We called the customer when the vehicle was completedAfter driving the vehicle, the customer called and said it was not driving right and the locks were not workingThey also said the damage on right rear door and 1/was also part of the claimWe had the customer bring the vehicle back and found some loose and broken parts in the front suspensionWe call the Insurance Company to get approvalWe repaired front end and body shop itemsWe then took the vehicle to the other dealer to check the locksThey found corrosion in the wiring connector that was unrelated to the insurance claim We called the Insurance Company about the corrosion in the wiring connectorThey said it was unrelated and would not pay for the repairWe told the customer the Insurance Company would not pay and he said that it was not acceptable and started to get upset and arguing that we should payHe then asked to talk with the General ManagerI transfer the customer to the General ManagerWe had a conference call with customer, General Mange and Body Shop to try and resolve the issueWe agreed to look at the power locks and after that we were done with repair on this vehicleThe customer agreed The customer dropped vehicle so we could look at the locksHe also informed us the right rear door window was not workingWhen we looked into the issues, we found two bad terminalsWe replaced them and put everything back togetherWe check locks and windows and they all were workingWhen the customer picked up vehicle, I explained to him what problems we foundHe then wanted us to replace all the terminals or wiring harnessThe customer wanted us to pay for the repair because we had worked on the vehicleI told him we would not pay because the repairs had nothing to do with the insurance claim and we did not corrode the harnessThe customer then started arguing and became rude and unreasonableI told him we were done fixing things for him and to please leave my officeHe just kept on asking me what are you going to do about it and asking if I was getting mad yetI had a tech in my office at the time, so I finally told him "I suggest you leave and not to come back." A week later the customer called saying the right rear window had stopped workingI told him we were not fixing the windowHe then called the General ManagerThe General Manager tried talking to him and offered to look at the window, but if it needed a window regulator he would need to pay for the regulatorThe customer said that was not good enough and argued with the General ManagerThe General Manager tried to reason with him, but he would not let us talkHe said we were to pay for everything to be repairedThe General Manager said we would not pay and he would need to get in touch with his insurance company and see if they wanted to payThe customer continued to argue and we ended the conversation with him OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This dealer has had an issue with fixing the lock control switches on my drivers side doorThe first night we picked it up after it had been repaired, the lock control switch did not workWe called the dealership before we left the lot because it was after the body shop had closed and informed them of itThey said to call back Monday and they would schedule it at the GM dealership to get it fixedWe called back Monday and scheduled the repair for FridayI took the vehicle to the GM dealership and dropped it offI received a call back from the GM dealership and they said they needed to know who was going to pay for the repairI informed them that it was work that had already been done and was warranty work that they would need to call Bob ThomasBy the time I had gotten to the GM dealership to pick the vehicle up that day they informed me Bill Toth had contacted our insurance company and that they were not going to pay for additional repairsI informed him this was not additional work that they had fixed this supposedly and had billed us for itBill rudely informed me that they had never been in this connector box where they found corrosion and that it was not part of the initial claimI asked him to send me the invoices for all the work that we had been billed for from his facility as my wife had asked him to do on three prior occasionsFinally he sent them to me via email, and the first invoice had listed that they had been in this connector box and that they had cleaned the terminals and put back togetherThe issue is not how the connectors were only cleaned and put back together, the issue I have is the dealer recommended the issue be fixed by replacing the wiring harnessWhen I had picked up the vehicle the GM dealer had said the wiring harness needed to be replaced to fix it correctlyI contend now that I should have been informed of this prior to any temporary fix being attemptedI believe Bob Thomas either directed the GM dealership to put a cheap fix on it to get me done and out of their way, or it was a mis-diagnosis at best from this dealership to put a insufficient temporary fix on this issueI have not been any more rude to Bill then what I have received from himThe incident in his office came about after we dropped the vehicle off at his dealership so that his own personnel could look at these corroded connections after it had been to the GM dealershipI did drop the vehicle off and when they called to have me pick the vehicle up I came into his office to get the keys and paperworkHe informed that they had replaced two terminals but that there was still corrosion from a pop being dumped down the window while it was stolenI asked him to notate the remaining corrosion information on my work order as it had not been listedAgain he was trying to put a bandaid fix on an issue that I was paying to be correctly fixedHis demeanor was threatening and he told me three times I better watch what I sayThe only rude thing I was saying was that his supervision and oversight of the work being done in his shop was at best questionableI left and we drove the car for another eight days when the rear window up control on the drivers arm controls was not working againI am not competent that Bill can get this repair done and have become very frustrated now with his processI have requested to speak with his General manger on two occasions, because Bill's unwillingness to take any responsibility for the short comings of him and his staff in making these repairs correctly Initially he said that they had not done any work in the connector box where the corrosion exists, then when I questioned him about the invoice that notated the repair that was done in this connector box by the GM dealership and we were billed for that work, his only comment was that, they Bob Thomas had not looked or worked in that box directlyI don't care if it was his personal staff or a subcontractor who did the work he is the one who billed and was paid for the workIt just goes to my point that he is lax in his supervision dutiesHe did not review his invoices before he started making accusations at me and being rude to myself and my wife on the phoneI know Bill feels that he has gone over and above for us on these repairs but I do not see itHe has billed and been paid for everything that we had discovered damaged during the theftThe only thing they did was fix an air bag light that was on in our vehicle that we had not requested be done nor was it authorized by usI have spoken with his general manager and their solution was that I could bring my vehicle in one more time to and they would take a look at it and if it was a bad terminal they would replace it and then they were doneBoth Bill and his general manger Michael Trump have told me they will not warranty any work and they will not work on my vehicle againThis is unacceptable to me as they have been paid thousands of dollars for repairs and now I have no recourse should anything not lastI have concerns about their work as this door issue has not lasted more than a week both times that I have called Bill before there was an issueI want my controls fixed correctly and standard warranties honored or I want the monies for the entire repairs of the door controls returned to my insurance company so that I can have the repairs made at a competent Facility Final Consumer Response / [redacted] (4200, 11, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact of the matter was the vehicle was damaged while it was stolenBob Thomas billed me and my insurance company for the work under the initial claim when it was stolen and now that the repair has failed he claims that it was not related to the theft of the vehicleI am not here to argue the cause of the failure, BoB Thomas worked on the vehicle in question, on the issue in question, billed for those services and now that the repair has not fixed the issue they do not want to warranty their workBill was n=more then happy to do the work if the insurance company was going to pay for it, but when he found out it was too late and they were not going to pay for it then he wanted to collect from meI have the invoice from where they billed for the work in the connector box that he says they never worked in and where the continued failures keep happeningThe rear door window still does not work and there is no disputing that, they have worked on it and it is not correct so as stated, either fix it correctly or return the monies to my insurance company so that I can take this vehicle to a reputable repair facility and get it fixed Final Business Response / [redacted] (4000, 14, 2016/02/04) */ Contact Name and Title: Bill [redacted] Body Shop Manager This vehicle has other issues than just the theftWe traced the problem back to corrosion in the left front door connector boxThis had nothing to do with the theft or insurance claimDirectly after the connector box corrosion was determined, I discussed the issue with the insurance companyThey told me it was not related to the theft claim and they would not pay for the repairWe did fixed the lock on the left front door with connector corrosion issue; however the insurance company would not pay for the repair to the connector as it was not related to the theft claimWe did not work on the right rear door window or wiring The customer now thinks we should pay for everythingThe insurance company did not pay for any part of fixing the connector box corrosionWe do not owe any money back to the insurance company or customer OFFER: