Contact Name and Title: Kevin Fixed operations
Contact Phone: [redacted]
Contact Email: [redacted]
Yes we had Mr. [redacted] car here for 3 days and yes we used up some of the fuel in the tank. This vehicle came in with an intermittent stalling issue. We had a...
tech on this car every day for 3 days. The tech did not work on it full time but kept it running and monitoring it during this time. Finally on the 3 day the car sputtered and stalled. At this time it was determined that the cause of the problem was the after market car starter that was installed by an aftermarket company. It was suggested that the aftermarket car starter would have to come out so that the tech could check with an IDS machine to see if there was any damage done to the on car computer or module. This was also confirmed with the [redacted] hotline people. The service adviser stayed in touch with the customer, every day to give him an update. Sometimes by phone and sometimes by text which we have records of. All seemed to go very well up until the customer was told that the cause was the aftermarket starter and it would have to be removed and that the cost would not be covered by warranty. The service adviser suggested that we would share the cost with him but he was not interested in paying anything at all and he insisted that he would take it back to the selling dealer that had apparently had the aftermarket starter installed for him at the time of purchase. YES, All this was explained to the customer [redacted]. [redacted] The tech invested many hrs. into resolving this issue, which he got paid for. However Denny Andrews Ford was not able to collect a dime from mister [redacted]. It's true,He may be out a bit of gas that was used up trying to reproduce the issues with HIS car, we do not feel guilty about that, as we never collected anything for our efforts. As far as we are concerned the service adviser, the technician and [redacted] engineering did everything by the book and in an accommodating friendly manner. We understand the frustrations that customers experience in cases where they might have to share the cost because of things like this that may not be covered by warranty. For a few dollars invested by Mr. [redacted], his car could have been repaired and on it's way once the tech was able to reproduce the concern. I'm sure the company that installed the aftermarket starter would have been more than willing to jump in and help out. After all their reputation is also on the line. Bottom line is that we did not install this after market starter that just happened to be the cause of this issue.
I attached the invoice showing $0 owing. [redacted] I just want to make sure that you understand that you can't say that anything related to this work is not under warranty, since they didn't diagnose the car and don't know what's actually causing the issue, and if it should be covered by the warranty or not. [redacted] You will see that they in the invoice they refer to the remote starter, but if you research the PATS code listed it's related to a wide variety of things. [redacted] They didn't charge me for the service to that point [redacted]. It was not even an argument about it. I showed up to the pick up the car and the invoice copy was given to me like this. I just didn't sign their copy, that's all. [redacted] [redacted] [redacted]
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[redacted]
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[redacted]
Initial Business Response /* (1000, 5, 2014/02/18) */
Thank you for the opportunity to respond to this concern. Denny Andrews Ford strives to provide the highest level of service and satisfaction to each and every customer. Our records indicate that Mr. [redacted] purchased this particular truck...
Oct 1 2011. The vehicle was subjected to an AMVIC mechanical fitness assessmant inspection and passed per the requirements. This inspection was reviewed by Mr. [redacted] and his signature is on the inspection form. The mileage at the time was 65,707 kms. Mr. [redacted] was offered the protection of an extended warranty and declined to purchase one. This is noted by his signature on the original bill of sale. Warranty history does show that Mr. [redacted] had visited our service department on or around May 11 2012 (7 months later) with 109,680 kms. Repairs were performed on the vehicle at this time. Mr. [redacted] has had this vehicle to another [redacted] dealership for service as well. On Jan 18 2013 Mr. [redacted] attempted to trade the truck off with us with an odometer reading (as per the customer) exceeding 160,000 kms. We were unable to arrange satisfactory financing for Mr. [redacted]. We are not aware of the current mileage on this particular truck at this time, but we do reserve the right to refuse to purchase(take on trade) any vehicle at any time based on several factors (poor maintenance/poor condition/prior accident history/excessive mileage, etc) If management has refused to take this particular truck on trade it is for good reason, likely related to one of the issues noted above. If Mr. [redacted] wishes for us to review this potential transaction he is free to contact any of our sales managers either in person or by phone and we would be happy to review his situation for any potential solutions, but we do not we simply take vehicles back several years and several miles later. This request is unreasonable. Our Managers may be contacted at [redacted] or [redacted] I trust this information is helpful and look forward to your response.
[redacted]
GSM
[redacted]@dennyandrewsford.com
(XXX)XXX XXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] I want Denny Andrews to pay me back the value to fill the tank up to half full, as they did not diagnose the problem. [redacted] The issue with the remote starter is assumed, which is why they asked to remove the starter to diagnose the car. I have even come up with this assumption myself and have shared it with them when I dropped the car off. Like I said, the code read out is so vague that it can apply to anything like the key or ECU having a defect, which is a very big range. It could possibly be related to the starter but the fact is that they just don't know. Why are you claiming that the starter was the issue? If it was, you would not need to remove it and diagnose it again. This is simply verging on being unethical. Regardless, I am dealing with my dealership on resolving this issue instead. I am sure that the mechanic had tried his best, and I want to thank him for that, but the warranty person was awful. Also, please respond to why a courtesy car was not offered or a rental in it's place when one was not available? This is standard protocol for every dealership I've dealt with. Why was this not offered, and why did I have to ask? You have ignored this in your response. My last point will be that I am not at all surprised by your response. Classless and defensive, and not at all professional. You demonstrate a complete failure to accept responsibility, or even to apologize for the poor service by your warranty staff. [redacted] I believe that they can do better and need to take responsibility for the poor service of their warranty staff. I have never once had to so much as complain to another dealership about their service or have an uncomfortable conversation with them over the phone. [redacted]
Contact Name and Title: Kevin Fixed operations
Contact Phone: [redacted]
Contact Email: [redacted]
Yes we had Mr. [redacted] car here for 3 days and yes we used up some of the fuel in the tank. This vehicle came in with an intermittent stalling issue. We had a...
tech on this car every day for 3 days. The tech did not work on it full time but kept it running and monitoring it during this time. Finally on the 3 day the car sputtered and stalled. At this time it was determined that the cause of the problem was the after market car starter that was installed by an aftermarket company. It was suggested that the aftermarket car starter would have to come out so that the tech could check with an IDS machine to see if there was any damage done to the on car computer or module. This was also confirmed with the [redacted] hotline people. The service adviser stayed in touch with the customer, every day to give him an update. Sometimes by phone and sometimes by text which we have records of. All seemed to go very well up until the customer was told that the cause was the aftermarket starter and it would have to be removed and that the cost would not be covered by warranty. The service adviser suggested that we would share the cost with him but he was not interested in paying anything at all and he insisted that he would take it back to the selling dealer that had apparently had the aftermarket starter installed for him at the time of purchase. YES, All this was explained to the customer [redacted]. [redacted] The tech invested many hrs. into resolving this issue, which he got paid for. However Denny Andrews Ford was not able to collect a dime from mister [redacted]. It's true,He may be out a bit of gas that was used up trying to reproduce the issues with HIS car, we do not feel guilty about that, as we never collected anything for our efforts. As far as we are concerned the service adviser, the technician and [redacted] engineering did everything by the book and in an accommodating friendly manner. We understand the frustrations that customers experience in cases where they might have to share the cost because of things like this that may not be covered by warranty. For a few dollars invested by Mr. [redacted], his car could have been repaired and on it's way once the tech was able to reproduce the concern. I'm sure the company that installed the aftermarket starter would have been more than willing to jump in and help out. After all their reputation is also on the line. Bottom line is that we did not install this after market starter that just happened to be the cause of this issue.
I attached the invoice showing $0 owing. [redacted] I just want to make sure that you understand that you can't say that anything related to this work is not under warranty, since they didn't diagnose the car and don't know what's actually causing the issue, and if it should be covered by the warranty or not. [redacted] You will see that they in the invoice they refer to the remote starter, but if you research the PATS code listed it's related to a wide variety of things. [redacted] They didn't charge me for the service to that point [redacted]. It was not even an argument about it. I showed up to the pick up the car and the invoice copy was given to me like this. I just didn't sign their copy, that's all. [redacted] [redacted] [redacted]
*
[redacted]
*
[redacted]
Initial Business Response /* (1000, 5, 2014/02/18) */
Thank you for the opportunity to respond to this concern. Denny Andrews Ford strives to provide the highest level of service and satisfaction to each and every customer. Our records indicate that Mr. [redacted] purchased this particular truck...
Oct 1 2011. The vehicle was subjected to an AMVIC mechanical fitness assessmant inspection and passed per the requirements. This inspection was reviewed by Mr. [redacted] and his signature is on the inspection form. The mileage at the time was 65,707 kms. Mr. [redacted] was offered the protection of an extended warranty and declined to purchase one. This is noted by his signature on the original bill of sale. Warranty history does show that Mr. [redacted] had visited our service department on or around May 11 2012 (7 months later) with 109,680 kms. Repairs were performed on the vehicle at this time. Mr. [redacted] has had this vehicle to another [redacted] dealership for service as well. On Jan 18 2013 Mr. [redacted] attempted to trade the truck off with us with an odometer reading (as per the customer) exceeding 160,000 kms. We were unable to arrange satisfactory financing for Mr. [redacted]. We are not aware of the current mileage on this particular truck at this time, but we do reserve the right to refuse to purchase(take on trade) any vehicle at any time based on several factors (poor maintenance/poor condition/prior accident history/excessive mileage, etc) If management has refused to take this particular truck on trade it is for good reason, likely related to one of the issues noted above. If Mr. [redacted] wishes for us to review this potential transaction he is free to contact any of our sales managers either in person or by phone and we would be happy to review his situation for any potential solutions, but we do not we simply take vehicles back several years and several miles later. This request is unreasonable. Our Managers may be contacted at [redacted] or [redacted] I trust this information is helpful and look forward to your response.
[redacted]
GSM
[redacted]@dennyandrewsford.com
(XXX)XXX XXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] I want Denny Andrews to pay me back the value to fill the tank up to half full, as they did not diagnose the problem. [redacted] The issue with the remote starter is assumed, which is why they asked to remove the starter to diagnose the car. I have even come up with this assumption myself and have shared it with them when I dropped the car off. Like I said, the code read out is so vague that it can apply to anything like the key or ECU having a defect, which is a very big range. It could possibly be related to the starter but the fact is that they just don't know. Why are you claiming that the starter was the issue? If it was, you would not need to remove it and diagnose it again. This is simply verging on being unethical. Regardless, I am dealing with my dealership on resolving this issue instead. I am sure that the mechanic had tried his best, and I want to thank him for that, but the warranty person was awful. Also, please respond to why a courtesy car was not offered or a rental in it's place when one was not available? This is standard protocol for every dealership I've dealt with. Why was this not offered, and why did I have to ask? You have ignored this in your response. My last point will be that I am not at all surprised by your response. Classless and defensive, and not at all professional. You demonstrate a complete failure to accept responsibility, or even to apologize for the poor service by your warranty staff. [redacted] I believe that they can do better and need to take responsibility for the poor service of their warranty staff. I have never once had to so much as complain to another dealership about their service or have an uncomfortable conversation with them over the phone. [redacted]