Don Aadsen Ford

Review: I scheduled my car for a Saturday for a repair of a right axle seal as I was told by one who had changed my oil that such a repair was needed. After waiting for a couple of hours I was told that since my car was already "taken apart" the mechanic was also looking for any other possible problems such as radiator leaks. I was a bit annoyed, they should not have had to of taken the car apart to do what I had asked them to do. I waited for another 2 or 3 hours and was told it was not the right axle seal but the PTU unit that needed repair/replacement. I was not charged. I received my keys and after driving only a couple of blocks I returned to the dealership as the car was clunking, vibrating, and swaying. Also, the steering was loose. The service manager suggested I drive with the mechanic. The mechanic acknowledged my complaints but said the problems were caused by the wheel bearings and to give it "a couple of hours of driving" and the bearings would "work in". On my way home the car began whistling, screeching, and omitted a faint burning rubber smell. Being near my home and wanting to drive the car as little as possible I continued home and called the dealership the following Monday. The dealership towed my car, at their expense, back to their dealership and then drove my car back to my home and handed me the keys. The service manager explained that a plate had not been fastened properly and the problems were fixed. When I drove my car later the whistling, screeching and burning rubber smell were gone but the clunking, vibrating, swaying and loose steering: still present. My car drove smoothly prior to the work that Ford did. ( I have two witnesses to that ) Ford's disagreed. Also, my roommate noted deep scratches on the passenger rear of the car the day after the car was returned. I typically do not walk past this part to the car but my roommate does as he parks his vehicle on the passenger side of my car. I do not know for certain if the scratches are a result of the car being towed or worked on at the dealership so I am willing to let that go. However, I am certain that car was damaged as I have been driving it for years and it has never driven so incredibly poorly as when I left the dealership.Desired Settlement: I am hesitant to trust the capabilities of this dealership, however, I would like a competent mechanic to fix the problems caused by the initial mechanic.

Business

Response:

Re: [redacted], Record Number 15-0685

Dear Sir or Madam:

In response to the claims alleged by Ms. [redacted], Don Aadsen Ford hereby denies all claims alleged by Ms. [redacted]. First and foremost, Ms. [redacted] was never charged and no repairs were ever actually made to her 2007 Ford Edge. Ms. [redacted] came in and represented that she knew what was wrong, a leak in the front right axle seal, a diagnoses that was made by [redacted]e. After ordering a right front axle seal, based on Ms. [redacted]’s given information, an inspection was conducted and it was found that the right front axle seal was not leaking and in fact the leak was coming from the Power Take Off Unit (PTU). Ms. [redacted] was advised that her initial diagnosis of the leak was incorrect and she was provided with a new estimate for the repair of the PTU leak. For all of this Ms. [redacted] was not charged.

Ms. [redacted] then claims to have returned after leaving the dealership because she heard a “clunking noise” and her “ride was not smooth,” however, when she returned to the dealership a technician rode along with Ms. [redacted] and informed her that the noise was coming from the sway bar bushings, but no other noises were heard. Again, Ms. [redacted] was not charged and she left with her vehicle.

Ms. [redacted] then claims that on her way home after having her vehicle inspected a second time, without being charged, that her car began making “metal on metal screeching, high pitched whistle, and grinding noises,” and that there “was also a faint rubber burning smell.” Ms. [redacted] called the dealership informing them of her new found vehicle problems after which the vehicle was towed, at the expense of Don Aadsen, back to the dealership. An inspection was made of the vehicle and it was found that the vehicle’s backing plate was bent against the rotor causing the screeching noise. The backing plate was then put back into its designated position and the vehicle was test driven; again the only noises that were present were from the sway bar links which the customer had been previously made aware of. Ms. [redacted] was informed and the vehicle was delivered back to her. Again she was not charged and the only services rendered were to correct the backing plate.

It then appears that Ms. [redacted] filed this complaint with the Office of Consumer Protection on August 11, 2014, after which she then took her vehicle to [redacted] and told them that Don Aadsen Ford would be paying for all of the repairs that needed to be made to her vehicle. No agreement of any such sort was made, and that was communicated to [redacted]. However, while at [redacted], they also confirmed that the PTU leak was in fact the problem, but did not perform any work on the vehicle.

Don Aadsen Ford never made any warranties to Ms. [redacted] and the only work they performed on the vehicle was correcting the bent backing plate, other than that Don Aadsen Ford simply conducted inspections of the vehicle and gave Ms. [redacted] estimates as to what it would cost to perform the work and fix the correctly diagnosed PTU leak. Ms. [redacted] was never charged for the towing of her vehicle nor for the multiple inspections which she received.

Ms. [redacted] was made aware of the noise coming from the sway bars, which she never requested to be repaired. Repairs and services may only be rendered after a customer gives their consent, the correct parts are ordered or are in stock, and a service appointment is scheduled. She also failed to provide proof that any damage was made while the vehicle was in the care of Don Aadsen Ford. The vehicle seems to present the typical wear and tear for a vehicle with over 127,000 miles on it.

Since Ms. [redacted] has presented no evidence of her claims and Don Aadsen Ford merely repaired the bent backing plate and conducted inspections on her vehicle at no charge to Ms. [redacted], there appears to be no justifiable claim so we would ask that this complaint be dismissed

Sincerely,

________________________

President of Don Aadsen Ford

Business

Response:

Our previous response still stands.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

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.

On the phone I arranged for the repair of an axle seal per info provided me by the owner of [redacted] where I’d recently had my oil changed. The part was ordered by Aadsen and I was given a verbal estimate of 204.00 via telephone by for the repair and part.

Upon arriving at Aadsen Ford I was given an estimate to sign which had 0.00 as the cost. It also had another person’s name and car ID number. I thought the service manager had given me the wrong paper but he said the estimate was 0.00 because they weren't sure of the exact amount of the costs and the name on the invoice was not mine because I wasn't in their system yet. I signed the paper.

Hours later he approached me in the waiting room and said that the seal was fine but that the PTU unit was leaking, that my car was being checked thoroughly for any other problems as the car had already been taken apart and it would take another hour or so for it to be ready to go. I remember he mentioned that he’d be checking the radiator from the back side. He said he did not have the part to change the PTU. Nearly five hours after I first arrived, the service manager again entered the waiting room and handed me my keys and said I was good to go, no charge. I asked him why there was no charge and he said because they didn’t fix anything. I asked him for a copy of the paper I’d signed and we walked to his desk where he picked up the paper, said he needed to make a copy, walked to another room and then returned with my receipt. It then had my name and car ID but did not note any kind of repair.

I drove a few blocks and felt that the car might not be safe to drive. The car rode very clumsily; it clanked, rattled, bounced, and the handling was loose. Driving past a semi I had to grip the steering wheel. I turned back and returned to Aadsen informing the service manager of the problems, my car ran and drove smoothly before I took it in. The service manager suggested I ride with the mechanic, I agreed. The mechanic said the problems were due to the wheel bearings which he said needed to be worked in. I disagreed and he said that Fords were different and suggested I drive it for a couple of hours. It takes me about 20 minutes to drive from the dealership to my home. When I was nearly home the car began whistling, screeching, and omitted a faint rubber smell. I contacted the dealership, they towed the car back to their shop and called later to say they had fixed the problem; a plate by the passenger rear wheel had not been fastened properly. I asked why a plate in the rear was removed in the first place, I don’t think I really got an answer. I asked if the clanking, bouncing, and loose handling had been fixed also and he said it had been. He then said they would be returning my car to me that afternoon.

An hour or so later the service manager handed me my keys at my home and left. An hour or so later I drove my car. The whistling and screeching were absent; however, the other problems remained.

Not trusting this dealership I called [redacted] informing a servicing manager there (I think his name was [redacted]) that my car needed to be checked for the clanking/rough ride problems and that the PTU needed to be looked at. I told him that the clanking/rough ride problems presented suddenly when my car was worked on at Aadsen. At [redacted] I signed a work order with the estimated cost of diagnostics at approximately $220.00. I did not tell [redacted] that Aadsen would be paying for the repairs.

After hours of waiting [redacted] came to me and asked who had last worked on my car. He said whoever it was messed some things up. I told him it was Aadsen Ford. He said he wanted to talk with someone at Aadsen. [redacted] returned and said that Aadsen denied causing the damage and again asked who I’d taken the car to after Aadsen. I told him quite firmly that the car had not been taken to any other mechanic. He asked who owned the car before I did. I told him I bought it new. We talked about a few such things and I asked [redacted] how long it should have taken Aadsen to do what they said they did and he said maybe half an hour. I told him I was there for about 4 1/2 hours, it was on a Saturday and the place was pretty empty. He called Aadsen again. He returned, said that Aadsen denied doing the damage and he quoted me an estimate of just over $1,000 for the “basic” repairs. Not having $1,000 I asked him to give me my bill so I could pay it and leave. The bill was just over $200.00. As we were walking to the cashier I expressed some frustration. [redacted] also expressed some frustration and told me he wanted to show me proof that someone had taken my car apart and caused problems. We walked through the cashier’s office to the shop where he showed me two small blue painted lines. I told him again that no one had worked on my car except Aadsen, I asked for my bill and he said he wasn’t going to bill me because he did not want to get involved and expressed regret at taking the job in the first place. He then told me where to wait for my car and that the mechanic would hand me my keys.

No one said anything to me about sway bars. I do not recall what [redacted] said needed to be fixed because my head was going around the situation and I was very hungry. I was at [redacted] for over six hours. [redacted] did not provide me with any paperwork whatsoever. I only have the tag that was left on the key, #[redacted] with the number** on it.

My car had been wonderfully smooth and reliable, except for the radio. I’ve keep it up quite well, almost all the miles are freeway miles, and I bought it new. The problems that presented after it was worked on at Aadsen are new and significant. I have two witnesses to this; my roommate and a woman I frequently take on errands.

I do not trust the work or the integrity of Aadsen Ford. I do not believe someone can do that much damage without knowing it. I did not expect or give consent for Aadsen to “take the car apart” or to do anything that was not agreed on. Also, I do not know if the car is safe to drive long distances. I do not know if driving it to around town will cause further damage. I believe Aadsen is responsible for repairs but I do not want them to perform the repairs.

Last note: The Consumer Protection Agency responded to my initial complaint with the following: “Since there is a significant factual dispute, this office will be unable to pursue your allegations.”

I was not offered a chance to respond so I thank you for this chance to do so with your agency.

Regards,

Consumer

Response:

I do not accept the business response as it fails to correct damage caused to my vehicle while the vehicle was under their care.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,