Ewald's Venus Ford, LLC

We apologize for the inconvenience with this Focus [redacted] will be contacting you on Wednesday August to schedule a time to meet at the dealership to discuss the situation with [redacted] We ask that you would bring the copy of the repair bill that you paid for to review at that visit We can then collectively discuss the situation Thank you

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 This is the same answer they gave us We have the part and checked with several mechanics and *** No one has heard of putting two different parts on The mechanics also looked at the ball joint and all agree this is the original part and never was replaced They also said why would the original part last for miles and a supposedly new part only last for miles As far as the brakes are concerned, there was never a work order written and supposedly they blew off the brakes times But why is it that we took it to our mechanic one time and the problem went away So we will consider this closed and like I said we are insulted with this that Ewald makes a common person feel like they know nothing Ewald has lost two cars over this and there will be negative word of mouth Regards, [redacted] ***

Unfortunately the damage in concern was present at time of our initial repairWe photograph vehicles complete when they come in for repair and estimate for documentation for the customer, the insurance company and our dealership Photos attached will show the rear damage present at time of receipt Here is the timeline of conversation regarding Ms [redacted] 's repair and concerns We are more than happy to correct the damage if another claim is filed with her insurance company or if she chooses to pay for the repairs Thank you [redacted] Ewald's Venus Ford SEE ATTACHED PHOTO'S AND NOTES FROM AMERICAN FAMILY (AM/FAM) 12/5/14- RECEIVED CALL FROM [redacted] REGARDING HAVING HER VEHICLE TOWED INWAS TOWED IN AFTER HOURS 12/8/14- TOOK PHOTO'S OF DAMAGE FROM ACCIDENT AND REST OF VEHICLE (PHOTO'S SHOW DAMAGE TO REAR COVER THAT NOT RELATED TO ACCIDENT AND WAS THERE PRIOR TO VEHICLE BEING DROPPED OFF) 12/9/14- SUBMITTED ESTIMATE AND ORDERED PARTSCONTACTED [redacted] AND TOLD HOW LONG VEHICLE WOULD TAKE 12/22/14- [redacted] FROM AM/FAM REINSPECTED VEHICLE WHILE IN SHOP 12/23/14- REPAIRS COMPLETED AND [redacted] PICKED UP VEHICLE 12/23/7:PM- [redacted] CALLED AND SPOKE TO [redacted] IN SERVICE DEPT REGARDING DAMAGE TO REAR COVER 12/24/14- RECEIVED NOTE FROM [redacted] REGARDING [redacted] COMPLAINT FOR REAR BUMPER 12/29/14- SPOKE TO [redacted] AND INFORMED HER AM/FAM WOULD HAVE TO REINSPECT THE REAR BUMPER FOR COVERAGE REGARDING BEING RELATED TO LOSS 12/29/14- AM/FAM REINSPECTED THE DAMAGE TO REAR COVER AT HER WORK AND TOLD HER IT WAS NOT RELATED TO ACCIDENT AND WOULD HAVE TO FILE A CLAIM(SEE ATTACHED NOTE FROM [redacted] @ AM/FAM)

Tell us why here...Mr*** *** will be coming into our service department to be taken care of

We are in contact with customer for to discuss a resolve

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The van was down for an extended period of time for parts needing to be supplied by Ford. Due to back ordered conditions, Ford helped us collect the necessary parts from dealers across the country to complete the repair. The customer has picked up and Ford customer service has been
involved with the situation. We are sorry that the repairs took so long, however, the parts delays compounded our time to complete. Ford is working with the customer and our dealership for a goodwill adjustment for the inconvenience.Thank youEwald's Venus Ford

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I still have not heard anything from *** *** himself as he had stated in the previous email or anyone else within the company eitherI feel like I was taken advantage of by the dealership just to make that quick sale and now nobody wants to back up their wordThis has been going on for a couple months now and it is beyond frustrating!
Regards,
*** ***

To whom it may concern:
This is in response to Revdex.com complaint # ***03/15/Repair Order (RO) *** (attached) was open with customer stating that there is a noise in the front end, worst when turning at slow speeds and to the rightThis noise verified as loose and or binding lower ball
joints and outer tie rod ends, also brakes in front are in need of replacement from wear, this inspection was performed by a ** year ASE Master Certified Ford TechnicianCustomer was given estimate on repairsCustomer returned next day 03/16/** *** (attached) and authorized repairs were performed per estimateEwald’s Venus Ford’s Company policy is to warranty labor performed for days or 4,miles and the part manufacturer warranty on the replacement part we used is 12mos or miles which ever comes first. This concern is far past both of those timelines
The customer stated that “their mechanic” claimed that Ewald Venus Ford did not replace both lower ball joints due to the fact that there was not a zerk grease fitting on one of the lower ball joints replacedPlease note this repair had complete lower control arms assembliesThese parts were purchased from *** *** *** 3/16/12. *** offers a basic, standard and up graded suspension line*** Chassis is standard/original equipment grade replacement part we were supplied for one side. The Master ride is the upgrade that does have a grease-able zerk for lubrication which we were supplied for the other side We received one of each for this repair*** nor Ewald’s Venus Ford can explain why we got one upgraded control arm at time of repair. There could have been an update in a part or an availability concernWe charged the same for both as reflected on the Repair Order attached. The customer’s vehicle was repaired with listed parts on the repair order We have no documentation of customer returning at any time for Ewald’s Venus Ford to look at brakes for noise. It is very possible a simple clean and or adjustment can eliminate brake noise. Road debris, rust buildup, new parts, or other simple reasons can all lead to brake squeaking. ( his mechanic cleaned them as referenced in the Revdex.com concern)
The reimbursement of the $to customer for the price of the one control arm concern was offered in good faith. The part manufacturer will not cover any cost due to the time exceeding their warranty. After nearly years of use and additional repairs at his mechanic, it is more than a fair offer. We made that offer in good faith for customer satisfaction due to mileage driven on the vehicle in this amount of time and that the customer stated he did in fact have a lower ball joint noise. If the customer feels “insulted” we apologize. That is not our intent
*** ***
*** ***
Ewald’s Venus Ford

The reimbursement check has been mailed to the customer per his request. We are more than happy to clean the vehicle for the dirt caused at the dealership. We sincerely apologize for that and the delay we had obtaining parts from Ford

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have picked up the vanSo far it appears to be working properlyI will say in addition to my previous complaints I found items (covers) that appear to be from my van laying on the floor and both doors had grease on them from the service technician climbing in and outThis appears to be "par for the course" in regards to the care I have received from the dealership. As to the resolution regarding compensationThe manufacture claims they will reimburse my monthly loan payment and a months worth of insuranceHowever, I have heard nothing from them after that was offered and exceptedThe dealership hasn't done anything nor offered anything in terms of compensation for the lost revenue from the van being out of service. I will wait to see if Ford does send reimbursement before I accept their response. Thank You, *** ***Elitech LLCPhone: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is the same answer they gave us We have the part and checked with several mechanics and *** No one has heard of putting two different parts on The mechanics also looked at the ball joint and all agree this is the original part and never was replaced They also said why would the original part last for miles and a supposedly new part only last for miles As far as the brakes are concerned, there was never a work order written and supposedly they blew off the brakes times But why is it that we took it to our mechanic one time and the problem went away So we will consider this closed and like I said we are insulted with this that Ewald makes a common person feel like they know nothing Ewald has lost two cars over this and there will be negative word of mouth
Regards,
*** ***

Our dealership works hard to accomplish the vehicle goals from its customers. However, credit and financing are extended/offered to customers from lenders that we are partnered with. Final approvals and credit terms are determined by the lender and the individual qualifications of the
customer. Many times we are successful in trading a customer into another vehicle within a short time frame. I will look into this individual situation and contact the customer direct to discuss any possibilities.
Regards,
*** ***
*** ***

To address the concerns outlined:Unfortunately there was a high pressure fuel line failure the next day with the truck. Our dealership authorized and paid for the vehicle to towed back in for a diagnosis. Our service department determined that the fuel line needed to be replaced.
Our technician completed the repair and there was no charge to the customer. When the customer picked up the car they spoke with the general manager, *** ***. A concern regarding a torn CV boot and leaking water pump were raised. He had the service manager and technician look at the concerns. It was found that the CV boot was torn and the water pump was not leaking. There was some dampness on the pump and other gaskets and seals as you would find in a year old vehicle with 117,miles. The dealership agreed to fix the CV boot (axle assembly) the following Monday for the customer at no charge. We were unaware of any other concerns. As for the financing, the rate the customer financed at is the rate from the approval from the Credit Union. Please see the attached approval and the appropriate portion of the Finance agreement reflecting both. As for a resolve, we believe we have completed what was asked of us and agreed to between ***'s Venus Ford and the Kerznars that day. We do understand that there can be frustrations trading in a vehicle as they did that was years newer with much less mileage, for a diesel truck that was much older and many more miles. Diesel trucks tend to be more maintenance intense and with the age, it was sold as is with no warranty.We would be willing to trade them out into another option, however their has already been sold to another customer. If there are any further questions, please contact *** *** at the dealership

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I am happy to say they got us into a different vehicle and we are satisfied so I will like to make sure that is part of the complaint. Thank you!
Regards,
*** ***

Unfortunately the damage in concern was present at time of our initial repair. We photograph vehicles complete when they come in for repair and estimate for documentation for the customer, the insurance company and our dealership. Photos attached will show the rear damage present at
time of receipt Here is the timeline of conversation regarding Ms***'s repair and concerns. We are more than happy to correct the damage if another claim is filed with her insurance company or if she chooses to pay for the repairs.
Thank you
*** ***
*** ***
Ewald's Venus Ford
SEE ATTACHED PHOTO'S AND NOTES FROM AMERICAN FAMILY (AM/FAM)
12/5/14- RECEIVED CALL FROM *** *** REGARDING HAVING HER VEHICLE TOWED INWAS TOWED IN AFTER HOURS
12/8/14- TOOK PHOTO'S OF DAMAGE FROM ACCIDENT AND REST OF VEHICLE (PHOTO'S SHOW DAMAGE TO REAR COVER THAT NOT RELATED TO ACCIDENT AND WAS THERE PRIOR TO VEHICLE BEING DROPPED OFF)
12/9/14- SUBMITTED ESTIMATE AND ORDERED PARTSCONTACTED *** *** AND TOLD HOW LONG VEHICLE WOULD TAKE
12/22/14- *** * FROM AM/FAM REINSPECTED VEHICLE WHILE IN SHOP
12/23/14- REPAIRS COMPLETED AND *** *** PICKED UP VEHICLE
12/23/7:PM- *** CALLED AND SPOKE TO *** IN SERVICE DEPT REGARDING DAMAGE TO REAR COVER
12/24/14- RECEIVED NOTE FROM *** REGARDING *** *** COMPLAINT FOR REAR BUMPER
12/29/14- SPOKE TO *** AND INFORMED HER AM/FAM WOULD HAVE TO REINSPECT THE REAR BUMPER FOR COVERAGE REGARDING BEING RELATED TO LOSS
12/29/14- AM/FAM REINSPECTED THE DAMAGE TO REAR COVER AT HER WORK AND TOLD HER IT WAS NOT RELATED TO ACCIDENT AND WOULD HAVE TO FILE A CLAIM(SEE ATTACHED NOTE FROM *** * @ AM/FAM)

We apologize for the inconvenience with this Focus *** *** will be contacting you on Wednesday August to schedule a time to meet at the dealership to discuss the situation with *** *** *** ***. We ask that you would bring the copy of the repair bill that you paid for
to review at that visit. We can then collectively discuss the situation
Thank you