Delphos Fire Equipment

Initial Business Response / [redacted] (1000, 8, 2017/02/13) */ 2-13- The vehicle was brought to Eby Ford in mid-November The vehicle is a Ford Cobra "kit" car that had originally built approximately years ago by our current Body Shop manager, Travis CarpenterState Farm had written the estimate before it was brought to our shopThe original manufacturer of the body kit has gone out of business and the vehicle is a one piece body so no replacement parts were available so repairing the damage was the only optionDamages to the fiberglass body shell were significant and the insurance company did examine and approve the supplemental repairs that were identified after being brought into our shopGiven the rarity of the particular vehicle and the original manufacturer were definitely factors in the length of time to repair the damage Mr***, despite efforts made by Eby Ford and the recommendation of his insurance company, removed the vehicle from our shop to have the completion of work performed somewhere else in October of The original estimate was for [redacted] and was paid directly to Mr***The amount of repairs that he paid Eby Ford total [redacted] of that original amountAs mentioned above, State Farm examined and approved any additional repairs that were notedThe offer to correct any work that Mr [redacted] deemed unsatisfactory was offered to be corrected by Eby Ford and was declined In late January we received notification that Mr [redacted] had given us an unflattering review on our Facebook page as well as one other websiteWe contacted him to address the issue and try to reach a solution to a problem that we were not aware ofIn the initial conversation Mr [redacted] discussed the overall experience in the Body ShopWe indicated we were interested in addressing the concerns he sharedAgain we offered to correct any quality issues that were experienced at Eby FordWhen questioned as to the "out of pocket expenses" he has incurred he admitted that he had only given us the [redacted] which had been given to him in the initial estimate written by his insurance company We vehemently dispute the accusation that the insurance company was overcharged by usThe offer to correct any damage or craftsmanship issues will gladly be taken care of at Eby Ford Initial Consumer Rebuttal / [redacted] (3000, 10, 2017/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It still continuesAfter receiving a phone call from Eby Ford manager, I received another bill for [redacted] five days laterThe car hasn't been there for months nowI waited months to leave any review to make sure my review response was the correct one The phone call included what seemed like his concern about fixing any issues that were mentionedI informed him that the body shop employees did not have the experience or the passion to repair or refinish the car back to the original conditionI do not have time to wait for the car to be sitting at Eby Ford for another months and not being worked on The longer the car sat at Eby Ford the more damage was being done to other sections of the car through careless workers(large paint chips at the rear) The Kit car manufacturer is still in businessThe manufacturer has the before mentioned structural parts in stock and the parts are ready to shipIf Eby Ford thought the body damage was too bad to repair they should have said that before they started on the car The [redacted] amount is what I paid out of my initial check from the insurance companyWhich included work that was done after I told them to stop working on the carI got charged for that as well It's the supplement amount that sent the overall total through the roofThere is just no way the amount of materials and work ,even if it was acceptable work, would have come to that final number The moral of the complaint is that it was 1/months of time with poor structural repair, over spray paint, paint chips, no contact to me through out the time frame, etc Now I have a bill for [redacted] after the car has been out of Eby Ford's shop for monthsI have a receipt for the [redacted] which says paid in full Final Business Response / [redacted] (4000, 12, 2017/02/23) */ 2-22- We did, in fact, call the consumer after learning of his dissatisfaction via his online rating regarding his experience hereHis perception was correctWe certainly were, and are, concerned about fixing the issues that were mentioned, particularly the quality concerns expressed At this point there appears to be three items the consumer is citing in his rebuttalFirst is the amount of time that the Cobra kit car was in our possessionmonths is a considerable amount of time to make repairs in general but this is not your average vehicle and at this point and time there is no remedy that we can offer to alter, shorten or change thatWe wish we could go back and better communicate the expectation of completion time but are unable to do soFor any inconveniences that this has/had created we apologize and have stepped back and have reviewed our processes and how they can be improved in the future Second is the sentiment that he has been overcharged regarding the repairs that were made at our shopThe fact of the matter is that the insurance company wrote and approved the initial estimate and subsequent supplemental repair requests that were made during the repair processOur shop has no interest, or ability, to alter or inflate what the insurance company is going to pay forIn fact, State Farm (the consumer's insurance company) has deemed our shop as a Direct Repair Facility which requires strict adherence to the policies and expectations that they have set forth in their programWe have been a Select Dealer for State Farm for plus years and currently have a month customer satisfaction rating of a 100% per their customer surveying processWhile we are certainly not perfect in a very imperfect word we do strive to meet and exceed the expectations that our vendors, business partners and customer haveIn the event that we have fallen short we make every effort available to make corrections so that the end result of the customers experience will be improvedIf we displayed a lack of performance regarding quality or customer satisfaction they would remove us from their programTo focus on both is not only the right thing to do as a company but is also contingent on our ongoing relationship with State Farm and other insurance companies Which brings us to the third issue he cites regarding the quality of the work that was performedBefore the consumer decided to remove the vehicle from our shop, prior to the completion of repairs, we offered to make any corrections that were necessary to, hopefully, meet or exceed his expectationsHe opted to remove his vehicle without allowing us the opportunity to do soUpon reading of his dissatisfaction online, again, we extended to offer to bring the car back into our shop and correct any damage or craftsmanship issues that he feels that need to be addressedOur offer still standsWe are willing and able to perform the necessary work and will do so in a professional and timely mannerWe believe that this will ultimately correct the consumer's issue and is the right and fair thing to doWe look forward to his reply and the opportunity to do so

Initial Business Response /* (1000, 8, 2017/02/13) */
2-13-17
The vehicle was brought to Eby Ford in mid-November 2015. The vehicle is a 1966 Ford Cobra "kit" car that had originally built approximately 15 years ago by our current Body Shop manager, Travis Carpenter. State Farm had written the...

estimate before it was brought to our shop. The original manufacturer of the body kit has gone out of business and the vehicle is a one piece body so no replacement parts were available so repairing the damage was the only option. Damages to the fiberglass body shell were significant and the insurance company did examine and approve the supplemental repairs that were identified after being brought into our shop. Given the rarity of the particular vehicle and the original manufacturer were definitely factors in the length of time to repair the damage.
Mr. [redacted], despite efforts made by Eby Ford and the recommendation of his insurance company, removed the vehicle from our shop to have the completion of work performed somewhere else in October of 2016. The original estimate was for [redacted] and was paid directly to Mr. [redacted]. The amount of repairs that he paid Eby Ford total [redacted] of that original amount. As mentioned above, State Farm examined and approved any additional repairs that were noted. The offer to correct any work that Mr. [redacted] deemed unsatisfactory was offered to be corrected by Eby Ford and was declined.
In late January we received notification that Mr. [redacted] had given us an unflattering review on our Facebook page as well as one other website. We contacted him to address the issue and try to reach a solution to a problem that we were not aware of. In the initial conversation Mr. [redacted] discussed the overall experience in the Body Shop. We indicated we were interested in addressing the concerns he shared. Again we offered to correct any quality issues that were experienced at Eby Ford. When questioned as to the "out of pocket expenses" he has incurred he admitted that he had only given us the [redacted] which had been given to him in the initial estimate written by his insurance company.
We vehemently dispute the accusation that the insurance company was overcharged by us. The offer to correct any damage or craftsmanship issues will gladly be taken care of at Eby Ford.
Initial Consumer Rebuttal /* (3000, 10, 2017/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It still continues. After receiving a phone call from Eby Ford manager, I received another bill for [redacted] five days later. The car hasn't been there for 2 months now. I waited 2 months to leave any review to make sure my review response was the correct one.

The phone call included what seemed like his concern about fixing any issues that were mentioned. I informed him that the body shop employees did not have the experience or the passion to repair or refinish the car back to the original condition. I do not have time to wait for the car to be sitting at Eby Ford for another 11 months and not being worked on.
The longer the car sat at Eby Ford the more damage was being done to other sections of the car through careless workers. (large paint chips at the rear).
The Kit car manufacturer is still in business. The manufacturer has the before mentioned structural parts in stock and the parts are ready to ship. If Eby Ford thought the body damage was too bad to repair they should have said that before they started on the car.
The [redacted] amount is what I paid out of my initial check from the insurance company. Which included work that was done after I told them to stop working on the car. I got charged for that as well.
It's the supplement amount that sent the overall total through the roof. There is just no way the amount of materials and work ,even if it was acceptable work, would have come to that final number.
The moral of the complaint is that it was 11 1/2 months of time with poor structural repair, over spray paint, paint chips, no contact to me through out the time frame, etc...
Now I have a bill for [redacted] after the car has been out of Eby Ford's shop for 2 months. I have a receipt for the [redacted] which says paid in full.

Final Business Response /* (4000, 12, 2017/02/23) */
2-22-17
We did, in fact, call the consumer after learning of his dissatisfaction via his online rating regarding his experience here. His perception was correct. We certainly were, and are, concerned about fixing the issues that were mentioned, particularly the quality concerns expressed.
At this point there appears to be three items the consumer is citing in his rebuttal. First is the amount of time that the 1966 Cobra kit car was in our possession. 11 months is a considerable amount of time to make repairs in general but this is not your average vehicle and at this point and time there is no remedy that we can offer to alter, shorten or change that. We wish we could go back and better communicate the expectation of completion time but are unable to do so. For any inconveniences that this has/had created we apologize and have stepped back and have reviewed our processes and how they can be improved in the future.
Second is the sentiment that he has been overcharged regarding the repairs that were made at our shop. The fact of the matter is that the insurance company wrote and approved the initial estimate and subsequent supplemental repair requests that were made during the repair process. Our shop has no interest, or ability, to alter or inflate what the insurance company is going to pay for. In fact, State Farm (the consumer's insurance company) has deemed our shop as a Direct Repair Facility which requires strict adherence to the policies and expectations that they have set forth in their program. We have been a Select Dealer for State Farm for 10 plus years and currently have a 12 month customer satisfaction rating of a 100% per their customer surveying process. While we are certainly not perfect in a very imperfect word we do strive to meet and exceed the expectations that our vendors, business partners and customer have. In the event that we have fallen short we make every effort available to make corrections so that the end result of the customers experience will be improved. If we displayed a lack of performance regarding quality or customer satisfaction they would remove us from their program. To focus on both is not only the right thing to do as a company but is also contingent on our ongoing relationship with State Farm and other insurance companies.
Which brings us to the third issue he cites regarding the quality of the work that was performed. Before the consumer decided to remove the vehicle from our shop, prior to the completion of repairs, we offered to make any corrections that were necessary to, hopefully, meet or exceed his expectations. He opted to remove his vehicle without allowing us the opportunity to do so. Upon reading of his dissatisfaction online, again, we extended to offer to bring the car back into our shop and correct any damage or craftsmanship issues that he feels that need to be addressed. Our offer still stands. We are willing and able to perform the necessary work and will do so in a professional and timely manner. We believe that this will ultimately correct the consumer's issue and is the right and fair thing to do. We look forward to his reply and the opportunity to do so.

Initial Business Response /* (1000, 5, 2015/09/23) */
Contact Name and Title: Scott [redacted], GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ebyford.com
On 9/22/2015 Sean Lacey, Service Manager at Eby Ford, contacted [redacted] directly, as we were unaware of her concern prior to receiving...

your notification. We had made a repair to the A/C system on 6/9/15 and understand that the system was operating normally until recently. We explained to her that we had no way to predict the failure of the A/C condenser at that time, that we do not make a practice of encouraging our customers to replace components that are currently functioning and if there had been a problem the system would have been unable to hold the refrigerant. We hope this will be the last component to give her problems, however, as vehicles age the probability of maintenance items needing to be taken care of increases.
They have been servicing this car here since 2008 and they, like all of our patrons, are the reason the Eby's have been in business for four generations and we wanted to help. We told her that we wanted to be part of the solution and that we felt the competitive quote she received was likely using aftermarket parts instead of factory components. We did not feel that would benefit her and offered to do the additional repair at half of the competitive quote, as a gesture of good will and to demonstrate our appreciation of their patronage over the years. She told us she would need to discuss it with her son and get back to us.
She contacted Sean this morning (9/23/15) and we will make arrangement to repair the vehicle.
OFFER:
We offered to do the repair using factory components at half of the quoted price from the independent shop due to the fact they have been long time supporters of Eby Ford and have been bringing their vehicle here for many years. She told us that would be acceptable and she would contact [redacted] to inform her of the outcome.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After receiving notice of our complaint, Sean from Eby Ford promptly contacted my mother to remedy the situation. Eby Ford has graciously offered to repair the air conditioning for 1/2 the price quoted to us by another business. My mother, Nancy Young, accepted their kind offer and we are waiting for the part to come in so that the repair can be completed. We appreciate Eby Ford responding so quickly with a satisfactory solution. We look forward to having the car repaired, and appreciate the customer service extended to a long-time customer.

Initial Business Response /* (1000, 5, 2017/01/26) */
The customer has had the appropriate repairs made to his vehicle and we have satisfied his concerns. We did make the request, on his behalf, to Ford Motor Company for reimbursement. The customer is currently outside of any manufacturer...

warranty coverage. Customer has indicated to us that he is satisfied and this matter has been corrected.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Repairs have been made; Yes!
Satisfied that the vehicles "soft braking" issue was finally found to be the cause of a sensor; yes!
The issue still outstanding is the reimbursement for all the work done prior to finding the real cause of the problem.
It is Ford's responsibility to have helped resolve this national issue and has but to officially admit it is the sensor; as that has seemed to be the issue from the beginning!
Replacement parts throughout the braking system where replaced due to wear and not failure; it was a guessing game that cost me [redacted]
In all fairness to me and other consumers that have been taken advantage of in this vehicle issue; I would be looking for a reimbursement from Ford for [redacted]
Reason for my thinking is the replacement of braking parts throughout the system that did not have to be replaced; by not performing a thorough system check including the sensor; which was not done! If done it would have been caught the first time!
Final Business Response /* (4000, 9, 2017/02/14) */
On December 30, 2016 the [redacted]'s brought in their 2008 Ford Fusion for the brake pedal being very soft and going to the floor, the brake pedal must be pumped up in order to get pressure. Customer stated the brake pedal has been like this for quite some time. On Saturday December 31, 2016 we performed the inspection and diagnosis per customer's request. Test drove vehicle and verified customers concern. Performed inspection and found passenger rear brake pads near metal to metal with driver side still having 4mm. Removed passenger rear brake caliper and found an indentation on the piston due to being previously installed incorrectly not at Eby Ford. [redacted] let our staff know that someone had previously worked on his vehicle for a brake concern but did not specifically say who. Advised customer that rear brake pads, rotors and passenger rear caliper need to be replaced due to wear and previous damage to the passenger rear brake caliper. The vehicle will then need to be retested for proper operation. Customer approved repairs. Replaced both rear brake pads, rotors and passenger rear caliper. Test drove vehicle and advised customer that brake pedal feels better but driver's rear caliper may be starting to show wear due to time and miles put on vehicle. Later that day, [redacted] came to Eby Ford Sales and explained to me that he was extremely upset with Eby Ford because we did not properly diagnose the concern because it's all over the news that there is a recall with the rear brake calipers on his vehicle. I informed customer that there are currently no open recalls on his 2008 Ford Fusion for rear brake calipers or brake pedal loss. I recommended to [redacted] that we go and drive his vehicle together and just see what he thinks. [redacted] and I returned to Eby Ford after test drive and he opted to take his vehicle and have his wife drive the vehicle for a few days and see what she thought at that time. Customer declined any further diagnosis time and I released vehicle to customer. On January 10, 2017 after having the vehicle in their possession for 7 days the customer returned vehicle for loss of brake pedal. We performed inspection and found drivers rear brake caliper leaking. Provided estimate to customer for [redacted] plus tax. Customer approved. Test drove vehicle and concern is still present. The technician contacted Ford through hotline assistance for assistance on what to check next. Ford engineering at technical hotline advised the technician to inspect the brake booster and master cylinder. Performed inspection and found the brake master cylinder leaking brake fluid into the brake booster. Provided estimate to replace leaking brake master cylinder and contaminated brake booster to include already replaced left rear caliper at [redacted] plus tax. Customer approved replacement of brake master cylinder and booster. Ordered components and installed. Test drove vehicle and customers concern is still present. Ford's hotline assistance then directed us to inspect the HCU for an internal valve issue. HCU failed test. Advised customer of HCU replacement and customer at that time let Eby Ford know that he was contacting the Revdex.com for further assistance. [redacted] agreed to pay for the initial quoted repair of [redacted] plus tax for the repairs on his vehicle and [redacted] Ford would cover the remaining balance of [redacted] and Eby Ford covered a rental vehicle for the [redacted]'s at $30.00 a day for 13 days to equal the amount of [redacted] was satisfied with our goodwill gesture of covering the rental and remaining balance of this repair, signed our Goodwill form (see attachment) and communicated he would let the Revdex.com know of the successful outcome.
The components that were replaced, with the consumers approval, needed to be. Ford Motor Company is the manufacturer of the vehicle not Eby Ford Sales. On behalf of the consumer, we have contracted Ford Motor Company and let them know of his requests and concerns. They have communicated to us that the vehicle is currently outside of any manufacturer warranty program and there are no recalls or campaigns pertaining to his vehicle as well. Eby Ford Sales has made the goodwill gesture of participating in the repairs necessary to correct the issue as a gesture and not as an obligation.