Initial Business Response /* (1000, 8, 2015/08/14) */
We owe you an apology for failing to meet your expectations for your recent service visits. I, along with my service manager have reviewed your entire service file and have spoken directly with the advisors and technicians who have worked on...
your car. I am confident that no one, our advisors or technicians were deliberately trying to sell you any unnecessary work. What may be confusing is our practice of completing a "Report Card" of your car's overall mechanical condition. A practice required by [redacted] of using Red, Yellow and Green color coding to indicate the condition of parts that may need repair or replacement. Your tires are a good example; the tech marked them as yellow, meaning they are getting close to needing replaced. Red would have indicated an immediate need to replace. Your tires were never marked red, "In need of replacement now," in any of your service visits. Further review revealed the following:
Visit # 1 - [redacted] The technician noted that the tire tread was within the 4/32" to 6/32" which is 3mm to 5mm (Disc). Per national guidelines the tech marked the tires as a yellow category indicating the tires were getting closer to needing repairs. The technician advised you of this issue. Furthermore, the report revealed that there was a possible front cover leak which the tech cleaned off and advised to watch this issue for future appointments.
Visit # 2 - [redacted] The technician noted that the tires were again in the yellow category per national guidelines. Also, at this time of your visit, it was noted that there was still a sign of oil leaking. The technician notified you to make sure you were aware of his findings for this visit.
Visit # 3 - [redacted] The technician noticed that the leak was still occurring from the previous visit. The technician took the necessary steps to confirm there was a leak by adding dye to the oil. The advisor then walked you to your car in the shop and showed you where the leak was coming from after the dye was added. There was no estimate made, only verification that there was indeed a leak.
Visit # 4 - [redacted] Reviewing the report for this visit, the technician noted that there were no codes present for a throttle body issue. Based upon his experience and seeing many [redacted] with this similar issue he went off the [redacted] that is might be a transmission issue that this [redacted] in the past has corrected. The technician was unable to diagnose any further as the car was picked up.
[redacted] is dedicated to our customer's complete satisfaction and we are continuously striving to perform the best work, by the best trained technicians and to advise the customers of the most accurate repairs that we can. We are dedicated to helping and supporting our customers in any way possible. At [redacted] it is not our philosophy to attempt to sell unnecessary work to our customers.
Again, we are sorry that you have lost faith in us as a place to service your vehicle. Your business is important to us. In an effort to restore your confidence in us we would like to offer you a free service visit to include an oil change, filter and tire rotation.
Sincerely,
[redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 15, 2015/09/23) */
I'm sorry but the response isn't satisfactory. The technician never walked me around to the vehicle to show me the leak. They also did quote me on how much it would cost to fix the vehicle. I had the truck looked at by another dealer and it does not have a leak. The information you providing is incorrect and covering up from what I believe is a way to get additional business by stating that there are phony things wrong with vehicles. Formby Ford should be removing the people make these false claims when they are false so that ethical standards are withheld or you will continue to lose customers. One time is a mistake 3 times is not. Sorry the response is not satisfactory.
Initial Business Response /* (1000, 8, 2015/08/14) */
We owe you an apology for failing to meet your expectations for your recent service visits. I, along with my service manager have reviewed your entire service file and have spoken directly with the advisors and technicians who have worked on...
your car. I am confident that no one, our advisors or technicians were deliberately trying to sell you any unnecessary work. What may be confusing is our practice of completing a "Report Card" of your car's overall mechanical condition. A practice required by [redacted] of using Red, Yellow and Green color coding to indicate the condition of parts that may need repair or replacement. Your tires are a good example; the tech marked them as yellow, meaning they are getting close to needing replaced. Red would have indicated an immediate need to replace. Your tires were never marked red, "In need of replacement now," in any of your service visits. Further review revealed the following:
Visit # 1 - [redacted] The technician noted that the tire tread was within the 4/32" to 6/32" which is 3mm to 5mm (Disc). Per national guidelines the tech marked the tires as a yellow category indicating the tires were getting closer to needing repairs. The technician advised you of this issue. Furthermore, the report revealed that there was a possible front cover leak which the tech cleaned off and advised to watch this issue for future appointments.
Visit # 2 - [redacted] The technician noted that the tires were again in the yellow category per national guidelines. Also, at this time of your visit, it was noted that there was still a sign of oil leaking. The technician notified you to make sure you were aware of his findings for this visit.
Visit # 3 - [redacted] The technician noticed that the leak was still occurring from the previous visit. The technician took the necessary steps to confirm there was a leak by adding dye to the oil. The advisor then walked you to your car in the shop and showed you where the leak was coming from after the dye was added. There was no estimate made, only verification that there was indeed a leak.
Visit # 4 - [redacted] Reviewing the report for this visit, the technician noted that there were no codes present for a throttle body issue. Based upon his experience and seeing many [redacted] with this similar issue he went off the [redacted] that is might be a transmission issue that this [redacted] in the past has corrected. The technician was unable to diagnose any further as the car was picked up.
[redacted] is dedicated to our customer's complete satisfaction and we are continuously striving to perform the best work, by the best trained technicians and to advise the customers of the most accurate repairs that we can. We are dedicated to helping and supporting our customers in any way possible. At [redacted] it is not our philosophy to attempt to sell unnecessary work to our customers.
Again, we are sorry that you have lost faith in us as a place to service your vehicle. Your business is important to us. In an effort to restore your confidence in us we would like to offer you a free service visit to include an oil change, filter and tire rotation.
Sincerely,
[redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 15, 2015/09/23) */
I'm sorry but the response isn't satisfactory. The technician never walked me around to the vehicle to show me the leak. They also did quote me on how much it would cost to fix the vehicle. I had the truck looked at by another dealer and it does not have a leak. The information you providing is incorrect and covering up from what I believe is a way to get additional business by stating that there are phony things wrong with vehicles. Formby Ford should be removing the people make these false claims when they are false so that ethical standards are withheld or you will continue to lose customers. One time is a mistake 3 times is not. Sorry the response is not satisfactory.