8/7/151. 9/30/13: 137.19 miles: customer states vehicle jerking/gurgling. We were unable to duplicate customer's concern and there were no fault codes found stored in ECM/TCM Customer advised if problem persists, please return vehicle for further diagnosis.2. 12/14/13:18714 miles, and 2/25/14:...
23457 miles: next two visits; VIP oil/filter changes: no mention made of driveability concern at either visit.3. 3/7/14; 25000 miles; customer states vehicle jerking/gurgling. Per TSB 14-0047, technician performed ECM/TCM software update under warranty. No problems noted on final test drive.4. 5/14/14: 28809 miles; VIP oil/filter change: no mention made of driveability concern.5. 6/2/14: 30646 miles: customer states vehicle jerking/stalling: technician reading hard fault: code P2104 diagnosed faulty throttle body: installed new throttle body under warranty, No problems stated an final test drive.6. 9/22/14: 30327 miles, and 1/10/15: VIP oil/filter changes: no mention made of driveability concern.7. 3/30/15: 52388 miles: customer states vehicle bucks/jerks on acceleration; per TSB 14-0197C, technician installed new clutch/seal set. No problems noted on final test drive.8. 4/25/15;55153 miles, and 7/11/15. 62770 miles: VIP oil/filter change: no mention made of driveabilily concern,9. 7/30/15 customer states '’service engine" light coming on at dash intermittently. Technician scanned for codes: no fault codes found. Technician did find vehicle was aprox. two quarts low on oil; technician topped off oil at no charge to customer. Notes about this visit: 1) Vehicle was driven 4596 miles, in 19 days (average of 241 miles/day): some oil consumption is normal w/ this kind of driving. 2) It was explained to customer that just because there's no oil reading on the dipstick, this does not mean vehicle has no oil: the dipstick only goes down to the top of the oil reservoir. If vehicle actually had no oil at ail, the red oil pressure light would've been on when vehicle came in for service and there would've been stored hard fault codes for low oil pressure and low oil level. Also, at this visit we inspected the vehicle for oil/fluid leaks no oil/fluid leaks found at this time, 3) Customer came in w/o an appointment on the evening of 7/30/15: because we couldn't look at the car until the next morning, and because it was not advisable to drive the car until the car could be checked out, Sheehy Ford paid for the customer to be in an [redacted] rental car as a courtesy so customer could get home and get to work the next day. 4) Customer was advised at last service visit and visually shown at this visit that front tires are bald. and that the fight front tires has cords showing, through; customer advised that while we didn't find any problems w/the vehicle's origins, the vehicle it extremely unsafe to drive due to the condition of the right front tire. 5) There is no driveabilty concern mentioned at this service visit.Thanks for your consideration. We attempt to satisfy every customer to the best of our ability. Our goal is to always sincerely and enthusiastically help customers.Thank you,Pam DController
[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]
Complaint: [redacted]
I am rejecting this response because:
I understand it is dealers discretion to change parts. But that does not mean they needed to be changed. There is no reason to change a part that is made of metal/steel whether it is porous or not because it has oil on it. Dealers discretion is a cop out to cover your neck so they don't undermine your decision to unnecessarily change a part that was technically still good even AFTER I requested them not to be changed unless they were overly worn. I have owned fords my entire life, and I am very glad I never dealt with a dealership like yours until now because it would of put me off of fords because who wants to own one when you have to deal with such poor service and your unwillingness to own up to your error in judgment in changing parts that did not need to be changed.
Regards,
[redacted]
Sheehy Ford has a policy regarding refunds on personal checks. [redacted] was informed that he would have to provide proof that the check cleared his account or it would be 10 business days before we could issue a refund. [redacted] provided a copy of a bank transfer he did to put the money into...
a reward account and did not provide the necessary documentation in order to receive his refund. He refused to provide anything further. At this time we will refund the payment in the 10 business days or if the customer would like to provide proof that the check cleared his account we will issue a refund at that time.
Sheehy attempts to satisfy every customer to the best of our ability. Our goal is to always sincerely and enthusiastically help customers.
November 18, 2017To Whom It May Concern:[redacted] offered us $31,000 for the [redacted] in which we accepted. He then drove up to take a look at the truck in hopes of purchasing. He was asked for his thoughts on the truck and he expressed some concerns with the truck. It was explained to him that we...
just took the truck in on trade not long ago and it is not completely finished with Maryland State Inspection. Wesley also addressed his concerns and explained that some of the issues that he has will be taken care of as part of our reconditioning and some not covered. Wesley also explained that as part of MSI, driver and passenger mirrors have to work because one did not Work at the time of him viewing the truck. We explained that the door panel was not part of the recondition process but would like to come to an agreement on the price fixing this since his offer was so low. Wesley then presented the numbers to him and we came to an agreement at $31,990 to have the truck reconditioned to his satisfaction. We then outlined what would be fixed on the We Owe form and signed the document.The next day Wesley went over the items to be fixed with the internal advisor. When the repairs was completed [redacted] was not happy with the results, I stepped in and ordered the mirrors of his choice see the attachment. We replaced the heated seat element in the driver side seatback an also the driver's side entire door panel. After vehicle was completed the vehicle was delivered to [redacted]'s residence in Midlothian Virginia. For all the inconvenience [redacted] was reimburse $1210-00 for repair fees during the purchase and interest over the period of the loan,Regards,John P.General Manager
6/29/16 Reference: #[redacted] Sheehy Auto Stores makes every effort to provide great customer service and explain everything fully. [redacted] was charged $259.90 in labor for the removal of the rear liftgate glass and the removal and replacement of the broken...
hinges with a total parts cost of $203.10 and $12.19 in taxes. Customer was only charged for the work that was completed and authorized and no other repairs were made to vehicle. Itemized billing shows [redacted] HINGE - GLASS $71.82 [redacted] HINGE - GLASS $72.14 [redacted] SPACER $4.19 x2 = $8.38 [redacted] SCREW $25.38 x2 = $ 50.76 Labor $259.90 Parts $203.10 Tax $12.19 Total $475.19 We feel that all charges are fair and reasonable Thanks for your consideration. We attempt to satisfy every customer to the best of our ability. Our goal is to always sincerely and enthusiastically help customers. Thank you, Lee G[redacted] As’t Svc Manager Sheehy Ford, Inc.
The request for cancellation was submitted on October 27, 2017 with a cancellation date effective October 12, 2017. The cancellation proceeds take from 6-8 weeks to receive from the extended warranty company. A check in the amount of 677.80 was processed on November 22, 2017. ...
See attached. [redacted] should receive the check within the week.Regards,Valerie F[redacted]Controller, Sheehy Ford, Inc.
The customer was informed that the caliper stands were frozen we used aftermarket calipers which came with the caliper stands to save the customer time and money.
The brake rotors were replaced do to 1 rotor being soaked with differential fluid, fluid will soak into brake rotor which is a porous...
metal causing brake pads not to properly grab brake rotor. Also brake rotors are to always be replaced in pair a new brake rotor on 1 side and a worn rotor on the other will cause the vehicle to pull to 1 side when braking.
Bobby Gray, our service advisor, explained this to the customer.
When it comes to the shocks; shocks were never installed on the vehicle that is a parts department mistake and I am having the parts manager make up a parts invoice refund so [redacted] can be reimbursed for that.
Lastly [redacted]’s invoice was discounted to help him with the cost of the additional parts that where necessary to complete the repairs.
We attempt to satisfy every customer to the best of our ability. Our goal is to always sincerely and enthusiastically help customers.
[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]
Complaint: [redacted]
I am rejecting this response because:I would like to see the specific language in the bill of sale that states the ten day waiting period.Also, I would like to see the disclaimer in the Sheehy Value Promise that reads that some vehicles may not be covered under the advertised promise because it would be too expensive to inspect the vehicle.I need a specific date, time and location when I will receive my full refund.
Regards,
[redacted]
8/7/151. 9/30/13: 137.19 miles: customer states vehicle jerking/gurgling. We were unable to duplicate customer's concern and there were no fault codes found stored in ECM/TCM Customer advised if problem persists, please return vehicle for further diagnosis.2. 12/14/13:18714 miles, and 2/25/14:...
23457 miles: next two visits; VIP oil/filter changes: no mention made of driveability concern at either visit.3. 3/7/14; 25000 miles; customer states vehicle jerking/gurgling. Per TSB 14-0047, technician performed ECM/TCM software update under warranty. No problems noted on final test drive.4. 5/14/14: 28809 miles; VIP oil/filter change: no mention made of driveability concern.5. 6/2/14: 30646 miles: customer states vehicle jerking/stalling: technician reading hard fault: code P2104 diagnosed faulty throttle body: installed new throttle body under warranty, No problems stated an final test drive.6. 9/22/14: 30327 miles, and 1/10/15: VIP oil/filter changes: no mention made of driveability concern.7. 3/30/15: 52388 miles: customer states vehicle bucks/jerks on acceleration; per TSB 14-0197C, technician installed new clutch/seal set. No problems noted on final test drive.8. 4/25/15;55153 miles, and 7/11/15. 62770 miles: VIP oil/filter change: no mention made of driveabilily concern,9. 7/30/15 customer states '’service engine" light coming on at dash intermittently. Technician scanned for codes: no fault codes found. Technician did find vehicle was aprox. two quarts low on oil; technician topped off oil at no charge to customer. Notes about this visit: 1) Vehicle was driven 4596 miles, in 19 days (average of 241 miles/day): some oil consumption is normal w/ this kind of driving. 2) It was explained to customer that just because there's no oil reading on the dipstick, this does not mean vehicle has no oil: the dipstick only goes down to the top of the oil reservoir. If vehicle actually had no oil at ail, the red oil pressure light would've been on when vehicle came in for service and there would've been stored hard fault codes for low oil pressure and low oil level. Also, at this visit we inspected the vehicle for oil/fluid leaks no oil/fluid leaks found at this time, 3) Customer came in w/o an appointment on the evening of 7/30/15: because we couldn't look at the car until the next morning, and because it was not advisable to drive the car until the car could be checked out, Sheehy Ford paid for the customer to be in an [redacted] rental car as a courtesy so customer could get home and get to work the next day. 4) Customer was advised at last service visit and visually shown at this visit that front tires are bald. and that the fight front tires has cords showing, through; customer advised that while we didn't find any problems w/the vehicle's origins, the vehicle it extremely unsafe to drive due to the condition of the right front tire. 5) There is no driveabilty concern mentioned at this service visit.Thanks for your consideration. We attempt to satisfy every customer to the best of our ability. Our goal is to always sincerely and enthusiastically help customers.Thank you,Pam DController
[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]
Complaint: [redacted]
I am rejecting this response because:
I understand it is dealers discretion to change parts. But that does not mean they needed to be changed. There is no reason to change a part that is made of metal/steel whether it is porous or not because it has oil on it. Dealers discretion is a cop out to cover your neck so they don't undermine your decision to unnecessarily change a part that was technically still good even AFTER I requested them not to be changed unless they were overly worn. I have owned fords my entire life, and I am very glad I never dealt with a dealership like yours until now because it would of put me off of fords because who wants to own one when you have to deal with such poor service and your unwillingness to own up to your error in judgment in changing parts that did not need to be changed.
Regards,
[redacted]
Sheehy Ford has a policy regarding refunds on personal checks. [redacted] was informed that he would have to provide proof that the check cleared his account or it would be 10 business days before we could issue a refund. [redacted] provided a copy of a bank transfer he did to put the money into...
a reward account and did not provide the necessary documentation in order to receive his refund. He refused to provide anything further. At this time we will refund the payment in the 10 business days or if the customer would like to provide proof that the check cleared his account we will issue a refund at that time.
Sheehy attempts to satisfy every customer to the best of our ability. Our goal is to always sincerely and enthusiastically help customers.
November 18, 2017To Whom It May Concern:[redacted] offered us $31,000 for the [redacted] in which we accepted. He then drove up to take a look at the truck in hopes of purchasing. He was asked for his thoughts on the truck and he expressed some concerns with the truck. It was explained to him that we...
just took the truck in on trade not long ago and it is not completely finished with Maryland State Inspection. Wesley also addressed his concerns and explained that some of the issues that he has will be taken care of as part of our reconditioning and some not covered. Wesley also explained that as part of MSI, driver and passenger mirrors have to work because one did not Work at the time of him viewing the truck. We explained that the door panel was not part of the recondition process but would like to come to an agreement on the price fixing this since his offer was so low. Wesley then presented the numbers to him and we came to an agreement at $31,990 to have the truck reconditioned to his satisfaction. We then outlined what would be fixed on the We Owe form and signed the document.The next day Wesley went over the items to be fixed with the internal advisor. When the repairs was completed [redacted] was not happy with the results, I stepped in and ordered the mirrors of his choice see the attachment. We replaced the heated seat element in the driver side seatback an also the driver's side entire door panel. After vehicle was completed the vehicle was delivered to [redacted]'s residence in Midlothian Virginia. For all the inconvenience [redacted] was reimburse $1210-00 for repair fees during the purchase and interest over the period of the loan,Regards,John P.General Manager
6/29/16 Reference: #[redacted] Sheehy Auto Stores makes every effort to provide great customer service and explain everything fully. [redacted] was charged $259.90 in labor for the removal of the rear liftgate glass and the removal and replacement of the broken...
s’t Svc Manager Sheehy Ford, Inc.
hinges with a total parts cost of $203.10 and $12.19 in taxes. Customer was only charged for the work that was completed and authorized and no other repairs were made to vehicle. Itemized billing shows [redacted] HINGE - GLASS $71.82 [redacted] HINGE - GLASS $72.14 [redacted] SPACER $4.19 x2 = $8.38 [redacted] SCREW $25.38 x2 = $ 50.76 Labor $259.90 Parts $203.10 Tax $12.19 Total $475.19 We feel that all charges are fair and reasonable Thanks for your consideration. We attempt to satisfy every customer to the best of our ability. Our goal is to always sincerely and enthusiastically help customers. Thank you, Lee G[redacted] A
The request for cancellation was submitted on October 27, 2017 with a cancellation date effective October 12, 2017. The cancellation proceeds take from 6-8 weeks to receive from the extended warranty company. A check in the amount of 677.80 was processed on November 22, 2017. ...
See attached. [redacted] should receive the check within the week.Regards,Valerie F[redacted]Controller, Sheehy Ford, Inc.
The customer was informed that the caliper stands were frozen we used aftermarket calipers which came with the caliper stands to save the customer time and money.
The brake rotors were replaced do to 1 rotor being soaked with differential fluid, fluid will soak into brake rotor which is a porous...
metal causing brake pads not to properly grab brake rotor. Also brake rotors are to always be replaced in pair a new brake rotor on 1 side and a worn rotor on the other will cause the vehicle to pull to 1 side when braking.
Bobby Gray, our service advisor, explained this to the customer.
When it comes to the shocks; shocks were never installed on the vehicle that is a parts department mistake and I am having the parts manager make up a parts invoice refund so [redacted] can be reimbursed for that.
Lastly [redacted]’s invoice was discounted to help him with the cost of the additional parts that where necessary to complete the repairs.
We attempt to satisfy every customer to the best of our ability. Our goal is to always sincerely and enthusiastically help customers.
[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]
Complaint: [redacted]
I am rejecting this response because:I would like to see the specific language in the bill of sale that states the ten day waiting period.Also, I would like to see the disclaimer in the Sheehy Value Promise that reads that some vehicles may not be covered under the advertised promise because it would be too expensive to inspect the vehicle.I need a specific date, time and location when I will receive my full refund.
Regards,
[redacted]