Executive Security Services Inc.

They need to give a detailed explanation of why it has taken them so long to begin work on the vehicle they have had for a monthThe warranty company is paying for a rental (albeit not a comparable one) and I'm sure they would love to know why they are paying for additional rental timeThey
also need to explain why they give time frames and cannot seem to keep to their schedule they tell their customersmonth to put in a transmission is unacceptable

I have reviewed this complaint from Ms [redacted], we have decide that since it has been a year and half and the customer didnt come back to the dealership and speak with management concerning this problem, we feel that the customer is not due reimburstment.   Thank you

Ref: [redacted]
 
 
 
I have reviewed Ms. [redacted]’s file and found that her 2008 Mazda CX7 was purchased “AS-IS” with over 98,000 miles.  She signed a Buyer’s Guide that states she would pay all cost for any repairs.  This was signed at time of purchase back on October...

15, 2014.  (A copy of the Buyer’s Guide is available if needed)  Ms. [redacted] did come to the Apple Ford on April 02, 2015 for only a oil and filter change and nothing else was seen at that time.  Due to this information, the dealership is not responsible for any repairs.  If Ms. [redacted] wants Apple Ford to diagnosis her concerns and price the repair at her expense, we would be glad to do so.
 
Should you have any questions please do not hesitate to give me a call.
 
Thank You,[redacted]
Director of Operations
Apple Ford of [redacted]
###-###-####

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business acknowledged that I had an oil/filter change yet refuses to acknowledge that after the oil change I returned that following week about the problem in which the service department stated that they saw smoke yet it was no problem. After reviewing the response from Apple Ford I feel that this company will just continue to lie to protect the interest of their business versus truly wanting to fix this problem. After filing this complaint I discovered there were other customers dating from last month to four years again who have either had trouble with the vechicles breaking down within under a year of purchasing a used vechicle from them. No resolve was made in there efforts to have their problem fixed by the company leaving the customer with a hefty car repair. I now realize that I was the next victim now stuck with a hefty car repair and no way of fixing my car. The mere fact that this company refuses to fix my car and others who have had similar problems is telling of the integrity and moral standing of this company and some of it's employees. I am a spiritual indivdual and believe that when you sow seeds of hate and deception you will reap what one sows out into the world (Galations 6:8).
Regards,
[redacted]

ON 3-17-17 [redacted] CAME IN THE DEALERSHIP WITH A COMPLAINT OF THE CHECK ENGINE LIGHT IS ON AND VEHICLE IS SPUDDERING AND LOST ALL POWER.[redacted] (TECH) CHECKED VEHICLE OUT BY PERFORMING RELATIVE COMPRESSION TWOCYLINDERS FAILED 5 AND 7.  PERFORMED MANUAL COMPRESSOR 50 PERCENT PSI LOW...

ON CYLINDER 5 AND 80 PERCENT PSI LOW ON CYLINDER 7.  REPLACED CYLINDER EIGHT PLUG THAT WAS BROKEN DURING COMPRESSION TEST.  REMOVED VALVE COVER AND INSPECT VALVE SPRINGS, REMOVED CAM SHAFT CAPS AND THE CAPS WERE SCARED.   PERFORMED CYLINDER LEAK DOWN TEST, AIR LEAK AT CRACK CASE AND INTAKE MANIFOLD.  ENGINE HAS INTERNAL DAMAGE FROM SIGNS OF LOW OR NO OIL PRESSURE.   AT THIS TIME THE CUSTOMER DECLINED THE REPAIR AND PICKED UP VEHICLE.   NEVER HEARD FROM CUSTOMER AGAIN UNTIL 6-5-2017, MRS [redacted] STATED SHE HAD THE ENGINE REPLACED AN STILL HAD THE SAME PROBLEM.  PURCHASED MOTOR ELSEWHERE AND HAD HER MECHANIC INSTALL.  WE PRICED A FORD ENGINE WITH WARRANTY OF THREE YEARS UNLIMITED MILEAGE ON PARTS AND LABOR.  WE DON'T KNOW WHAT KIND OF USED ENGINE SHE PURCHASED AND WHO INSTALLED IT.   DEALER FEELS IF CUSTOMER HAD A ISSUE AFTER ENGINE WAS INSTALLED, THEY SHOULD HAVE CALLED THEN.  THE INSTALLER SHOULD HAVE DIAGNOSED VEHICLE AND VERIFIED THE REPAIR.   AT THIS TIME THE DEALERSHIP DOESN'T FEEL THEY HAVE ANY REASON TO REFUND ANY MONEY TO THE CUSTOMER FOR WORK PERFORMED SOMEWHERE ELSE.

First, thank you for following up with me with the concern Mr. [redacted] had with our organization.  I apologize for taking so long to write back.  However, we  reached out to Mr. [redacted] when we received this letter of his complaint.  My service advisor, [redacted] [redacted] spoke with Mr. [redacted] the same day we received the letter.  Mr. [redacted] expressed his frustration with the Insurance company who was responsible in approving the work to be done on his vehicle.  We were just as frustrated for him as we were for ourselves.  I stood next to [redacted] as she conversed with Mr. [redacted].  He was  extremely apologetic to her for taking his frustrations out on her.  She was empathetic to his concerns and issues he had with his vehicle and his negative experience with his warranty company.  We are doing everything we can for Mr. [redacted].  Unfortunately, our hands are tied too.  We are being dictated by this warranty company who is telling us what we can and cannot do.
We are definitely on Mr. [redacted] side when it comes to addressing his concerns.  The second transmission that was replaced in his vehicle, unfortunately,  sounded and felt worse than the first transmission that was replaced.  The insurance company said he had to drive it for 300 miles before we could do anything else to his vehicle.  We are staying in touch with Mr. [redacted] as the mileage hits 300 miles.
Hopefully, we will be able to address all of his concerns.
 
Sincerely,
Nancy Huften
Apple Ford of Lynchburg, Inc
President

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Per the communication from the company, it was never advised that the cylinder eight plug was broken during the compression test and had to be replaced.  After receiving a $7,000 quote for the repair of this vehicle which is a 2006 Ford Expedition, we did decline the repair and picked up the vehicle. As the vehicle sat at Apple Ford for testing and diagnostic work, the same scenario held true for our mechanic.  He had other vehicles ahead of our truck so it was not an immediate repair.  [redacted] came into the dealership on 3-17-17 but we did not decline the repair and pick up the vehicle until 4-21-17.  Immediately after repair from our mechanic, I called Apple Ford advising that the same issues were happening with a new engine.  We have gotten several opinions and a new engine was not needed or the appropriate repair method. We called IMMEDIATELY after the engine was installed.
Regards,
[redacted]

I have reviewed the...

response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  I sent a certified letter on 12/4/15 detailing the damage and repair with copies of the receipts to Apple Ford within 6 months of the final repair of my vehicle to restore it back to where it was before you mechanic damaged it. I did not hear back from Apple Ford.I have attached a copy of that letter and the certified letter receipt from the [redacted].

To Whom It May Concern,Apple Ford of Lynchburg has looked at Mr [redacted] sync concern once on June 18, 2015.  Mr [redacted] stated, at that time, that the sync sometimes won't works when TVs are hooked up and the drivers side picture doesn't come in clear.  The technician, [redacted],...

installed a personal DVD and everything worked and the picture came in very clear.   We ask the customer to bring the vehicle back if it stops working again, we can't repair something that is working.  [redacted], Service Manager, has spoke with the Mr [redacted] and was told he would bring the vehicle back after the first of the new year to have it checked again.   Thank you,[redacted]                                 ...⇄ of Operations