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Ferber's Tire & Auto Services Inc

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Reviews Ferber's Tire & Auto Services Inc

Ferber's Tire & Auto Services Inc Reviews (2)

Good Morning [redacted],
 
I’m not sure where to begin but I have been thinking about this situation non-stop for the last few weeks and I am just as frustrated as you are.
My frustration comes from the fact you have done all this research to prove we are incompetent and you refuse to listen to our side of the story.  I find it incredibly outlandish that you have done all this research, provided me a TSB pertaining to the repair, talked to other [redacted], other dealerships, but never once contacted us during or after the repair with questions.  You waited 6 weeks to complain?  How do I defend myself?  Where are all the old parts now?  We were taken by surprise by the complaint, since you appeared ok all the times you were in.
 
Well, I went over to [redacted] and tried to get the core (head) back from them, but it was so many weeks ago that the head made it back to [redacted] and was gone off their system.  Feel free to call [redacted] at [redacted] to verify. 
We sought expert advice from a local machinist [redacted] at Competition Engine Services.  Please feel free to call him at [redacted] since he actually had some input into our decision unlike the conjecture from your sources.  He actually saw the head and you cannot simply “Helicoil” that head.  He is well respected in the area, ask around.
 
You have gathered a lot of information about the repair, but it simply does not apply to yoursituation. Period.  The point of our meeting was to explain that your broken spark plug did not resemble Mode 1, Mode 2 or Mode 3 per the TSB.  The actual metal base of the plug was broken off in the head across the threads.  We kept you posted during the repair, even taking a few days to find other solutions and offered for you to stop by and take a look at what we found.  Your response was, no I trust you guys!  So my comment about getting wrapped up in online blogs doesn’t seem so out of context with the timeline since you took 6 weeks after the repair to post the negative review and contact the Revdex.com.  You imply that you authorized the work because it was your daily driver, but failed to mention you had our free loaner car for as long as needed.  Your complaint to the Revdex.com is not even all your words.  You copied a post from your [redacted] enthusiast club and posted the information.  Can you understand my frustration?  You are posting information that is inaccurate. 
 
In close, we have all the tools, the TSB’s and a [redacted] Master technician that knows how to remove broken spark plugs correctly.. We do it all the time..  Three this past Friday alone.  Again, please just give me 5 minutes to explain what happened.
Your particular situation was rare, none of our local sources had ever encountered it.  I’m not sure what else to say other than I stand behind our repair and the decision to replace the head with a [redacted] head.  We perform this repair all the time with 100% success, but like any repair on any make or model complications do arise.  Whether you are a heart surgeon or a roofer sometimes you find things you are not prepared for but you rely on training and your resources to get the best outcome for everyone.
 
As far as the dealer stating they would have taken responsibility for the plug and head is a totally different debate.  We deal with the dealers all the time on customers behalf or take on repairs that dealers refuse to do just 300 miles out of warranty.
So, that is just another subject all together.  We saw 5,957 cars last year alone.  I have lots of stories.
 
Please reconsider meeting as we both live here in Hanover and we will surely cross paths, so I prefer to put this behind us whether we agree or agree to disagree.
 
Best Regards,
[redacted]
[redacted]

Review: I took my [redacted] in to have Ferbers do a tune up (8 plugs removed and replaced and I provided the plugs). I was quoted a price of about $300.00. I had heard that a special tool was needed to do this job and that they had the tool and a Ford Trained and Certified Master Mechanic that was familiar with the "defectively engineered 4.6L 3V spark plugs" and could easily perform the tune up. I left my car and returned home. About 6 hours later a representative called to let me know that the last plug had broken off in the cylinder head (what happened to the special tool?) and it would be approximately $1000.00 to repair the problem. Because this is my daily driver I authorized the work. I had to call them for several days before they finally said that they could not get the plug out and the cylinder head had to be replaced. Too late to make a long story short but.....2 weeks and $3900.00 later I drove my [redacted] off of their lot and never to drive on it again! I joined a [redacted] enthusiast site and found this post by a [redacted]: "You got ripped off. The labor time to remove a broken 2 piece Champion plug is around one hour apiece. The only difference would be if there was not room for the extraction tool, say if the cylinder was back under the firewall. As an ASE Master Certified Tech, it makes no sense that a shop would replace a cylinder head because they were unable to extract a broken 2 piece spark plug. Even if the head had to be removed, the piece of plug would simple have to be driven out from the inside. It just sticks in from carbon deposits. Even if the spark plug threads were somehow damaged, you simply helicoil the threads. It takes a lot to have to REPLACE a cylinder head. My bet is the shop did not have the extraction tool, or did not know how to use it. Or they called you up, and you were willing to pay, so they pressure washed your engine, extracted the plug, and sold you a head.Desired Settlement: Other potential customers of Ferbers Tire and Auto in Ashland, Va are made aware of this problem.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have HAVE been contacted by Ferber's Tire & Auto Services Inc regarding complaint ID[redacted]. They wanted me to come by their shop and then they would explain to me what caused them to make the decision to replace the cylinder head on my car. I responded that that I worked out of town during the week and could not meet them in the evenings nor did I want to meet with them. I suggested that they refuse to work on other Ford products that have the same engine as mine or have the potential customer read, understand and sign a disclosure statement that indicates the ramification of Ferber's non-responsibility if they break a part of the engine while working on it.

Regards,

Business

Response:

Good Morning [redacted],

I’m not sure where to begin but I have been thinking about this situation non-stop for the last few weeks and I am just as frustrated as you are.

My frustration comes from the fact you have done all this research to prove we are incompetent and you refuse to listen to our side of the story. I find it incredibly outlandish that you have done all this research, provided me a TSB pertaining to the repair, talked to other [redacted], other dealerships, but never once contacted us during or after the repair with questions. You waited 6 weeks to complain? How do I defend myself? Where are all the old parts now? We were taken by surprise by the complaint, since you appeared ok all the times you were in.

Well, I went over to [redacted] and tried to get the core (head) back from them, but it was so many weeks ago that the head made it back to [redacted] and was gone off their system. Feel free to call [redacted] at [redacted] to verify.

We sought expert advice from a local machinist [redacted] at Competition Engine Services. Please feel free to call him at [redacted] since he actually had some input into our decision unlike the conjecture from your sources. He actually saw the head and you cannot simply “Helicoil” that head. He is well respected in the area, ask around.

You have gathered a lot of information about the repair, but it simply does not apply to yoursituation. Period. The point of our meeting was to explain that your broken spark plug did not resemble Mode 1, Mode 2 or Mode 3 per the TSB. The actual metal base of the plug was broken off in the head across the threads. We kept you posted during the repair, even taking a few days to find other solutions and offered for you to stop by and take a look at what we found. Your response was, no I trust you guys! So my comment about getting wrapped up in online blogs doesn’t seem so out of context with the timeline since you took 6 weeks after the repair to post the negative review and contact the Revdex.com. You imply that you authorized the work because it was your daily driver, but failed to mention you had our free loaner car for as long as needed. Your complaint to the Revdex.com is not even all your words. You copied a post from your [redacted] enthusiast club and posted the information. Can you understand my frustration? You are posting information that is inaccurate.

In close, we have all the tools, the TSB’s and a [redacted] Master technician that knows how to remove broken spark plugs correctly.. We do it all the time.. Three this past Friday alone. Again, please just give me 5 minutes to explain what happened.

Your particular situation was rare, none of our local sources had ever encountered it. I’m not sure what else to say other than I stand behind our repair and the decision to replace the head with a [redacted] head. We perform this repair all the time with 100% success, but like any repair on any make or model complications do arise. Whether you are a heart surgeon or a roofer sometimes you find things you are not prepared for but you rely on training and your resources to get the best outcome for everyone.

As far as the dealer stating they would have taken responsibility for the plug and head is a totally different debate. We deal with the dealers all the time on customers behalf or take on repairs that dealers refuse to do just 300 miles out of warranty.

So, that is just another subject all together. We saw 5,957 cars last year alone. I have lots of stories.

Please reconsider meeting as we both live here in Hanover and we will surely cross paths, so I prefer to put this behind us whether we agree or agree to disagree.

Best Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I received an offer made by the business to visit them for an explanation of the decision they made to replace my engine cylinder head in reference to complaint ID[redacted]. I declined the offer as I no longer plan to remain their customer. I wanted the business to make any new customers that own the same engine as I do that they are aware of the complications of repairing the engine and have the customer read, understand and sign a statement accepting the ramifications that could result from their shop working on this type of engines. I will consider this complaint resolved.

Regards,

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Description: Auto Repair - Maintenance, General Automotive Repair (NAICS: 811111)

Address: 10383 Leadbetter Rd, Ashland, Virginia, United States, 23005-3460

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